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Hays Reports Graduates Turning To UK Call Centres To Get A Foot On The Career Ladder

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Hays, in conjunction with the Top 50 Call Centres for Customer Service initiative, has reported that UK call centres are attracting more graduate employees.

Hays Contact Centres revealed that over two in five (43%) call centre managers have experienced a rise in graduate applications over the last twelve months and 35% of call centre workers are now educated to an undergraduate university level, compared to 25% in 2009.

The level of interest from graduates is not surprising, given that there are currently around 70 graduates for every job vacancy compared to just 31 graduates in 2008, suggesting that graduates are making a smart move in turning to UK call centres for employment opportunities.

According to the survey of 286 call centre professionals, working in the industry offers a real chance for career progression, with 54% of call centre agents agreeing they have a clear opportunity to progress beyond their current position, compared to just 40% in 2009. Over half (58%) stated they would like to develop a long-term career in the industry and the signs are encouraging, as 55% of UK call centre managers started out as agents.

The survey also suggests that graduates will benefit from excellent training and development opportunities in the call centre, as 65% of managers spend more than 20% of their time coaching or training team members, and one in four at least 40% of their week.

Simon Thorpe, Programme Director at Top 50 Call Centres for Customer Service, said: “There are record numbers of graduates looking for work this year and it’s encouraging that so many are attracted to the call centre industry. UK call centres offer excellent training opportunities and competitive salaries, plus the opportunity for graduates to develop their careers and move up the ladder, both within the call centre and across the wider organisation.”

Via EPR Network
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Hays Reveals Over Half Of Employers Welcome Flexible Working Legislation Despite Extra Cost

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Hays, the leading recruiting expert, has revealed the results of new research that shows over half of employers (55 per cent) welcome plans by the Government to introduce legislation requiring them to offer flexible working to all employees. Seventy per cent expect an increase in requests for flexible working and nearly 40 per cent are bracing themselves for a resulting impact on their budgets.

The survey of over 680 workers and 420 employers undertaken by Hays in June 2010 found that more private sector employers expect an increase in their costs if staff take up the offer of flexible working than in the public sector (44 per cent, compared to 33 per cent).

Employers offer flexible working primarily as way of supporting their employees, with just 18 per cent reporting it is just to comply with existing legislation. Only 29 per cent feel offering flexible working is integral to the success of their business.

From the perspective of employees, almost half of all workers (46 per cent) say their current employer does not encourage flexible working, rising to over half in the private sector. Furthermore, some of the options most sought after by employees are the ones they believe are unavailable.

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Recession Has Created Demand For Generation R Employees

Joslin Rowe has revealed that the recession has created demand among companies for a new class of employee known as Generation R, with 68% of City employers recognising Generation R as an emerging labour market force.

Generation R is a term coined to describe those professionals who were retained during the recession, escaped redundancy, worked in far leaner teams and thus progressed faster than usual as they took on the work of more senior ex-colleagues.

According to research across 571 professional bankers, lawyers and accountants in London, 70% stepped up to the more technically demanding responsibilities that redundant colleagues left behind and 81% gained more experience and a wider skill set during the recession than at any time in the boom years. Now the recession has eased, 73% believe they are performing at a level above their current job title – and want recognition and reward for their achievements.

The Generation R trend has been identified by Joslin Rowe, the UK financial services recruitment agency of the world’s second largest HR and recruitment services group, Randstad. Joslin Rowe Managing Director, Tara Ricks, said: “Filled with confidence as to their own abilities and what they can offer, Generation R has high expectations as to what their next move should be. Some initial research we’ve conducted across our banking recruitment desks shows that many assistant vice president (AVP) level candidates feel they operated at a junior vice president (VP) level during the recession and therefore will only move on to a competitor, or stay at their current firm, in return for a VP title.”

City employers are also fast becoming aware of the Generation R phenomenon. Of the 163 surveyed, 70% agree that the employees they retained in the recession are more proficient and commercially aware thanks to their experiences over the last 18 months. 59% acknowledge they have discovered future ‘stars’, who weren’t apparent before the recession forced employers to give smaller teams increased responsibilities. Over a third of organisations (37%) also stated they feel pressure to progress their existing staff to the next level (title wise) faster than would usually be the case, because of their recent track record.

Interestingly, 53% of hiring managers admitted they have a preference at CV stage towards candidates who were retained during the recession as opposed to those who were made redundant. Tara Ricks believes this has more to do with the high demand for Generation R CVs than any negative reflection on candidates who were made redundant:

“It’s not that losing your job in the recession is seen as a stigma rather that being retained during the worst economic downturn in modern history carries so much kudos. Employers only have to look internally at the people they retained to know they possess a unique set of skills, so it’s only natural to want to entice the same Generation R population from their competitors. It’s almost a form of Guerrilla warfare – as companies start to focus all their efforts on attracting and retaining the very best Generation R employees.”

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Demand For HR Professionals Hits High

Joslin Rowe reports demand for HR professionals is steadily increasing with job vacancies in financial services currently at their highest levels of 2009. This shift in the market shows that employers now have the budget to recruit new employees and recognise that with expanding work loads, departments left under resourced by redundancy now need more support.

This turn in the market is highlighted in Joslin Rowe’s bi-annual salary survey, where the figures show that there has been a 4% increase in HR job volumes in the last 6 months for permanent recruitment and a massive 63% surge in temporary and contract jobs. The influx of temporary and contract HR job positions appears to be a short term remedy to ease pressure on under resourced HR departments with demand for analytical, compensation and benefits professionals hitting a high to meet the year end requirements.

“Whilst the job flow does lie heavily within temporary and contract recruitment, this increase is extremely positive in a market that has been relatively stagnant for the majority of 2009”, said Tara Ricks, Managing Director of Joslin Rowe. “While talk of a market turn becomes more commonplace, employers are awaiting clearer signs that we’re beginning to leave the recession, so they can plan for growth in 2010.”

Yet while demand for HR professionals is on the rise, there has been a drop in salaries. On the permanent side average earnings have fallen by 14% over the last 6 months. While decreases have also taken place on the temporary side, the scale of the drop hasn’t been mirrored, with an average cut of only 1.2%.

Whilst salaries have taken a dip, the outlook is a positive one. If the demand for HR temps and contractors continues, this should have a knock on effect on permanent recruitment and with an increase in job flow, along with an expected boost in salaries. Joslin Rowe has already started seeing a rise in permanent mid level positions.

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Joslin Rowe Questions Whether The Lowest Point For HR Recruitment In London Has Passed

Joslin Rowe, the specialist recruitment company, has reported a recent noticeable upturn in HR recruitment following a year long slide in City HR job volumes. While most of 2009 has been characterised by a continuing slump in HR recruitment, job volumes reached their nadir during mid June 2009, with a 77% decrease in HR jobs compared with 2008.

joslinrowe

Daniel Cooper, a senior consultant with Joslin Rowe’s HR recruitment team, commented: “Mid-May to mid-June signalled the lowest point, where the only positions being recruited for were incredibly specialist, such as learning & development roles, expat positions and comp & bens. There were very few generalist positions available. However, the last few weeks has seen a marked increase. There’s been an incredible bounce upwards.”

According to Joslin Rowe data, the HR jobs desk is now handling more roles than at any time since the recession was declared in 2008. And, more importantly, the sheer variety of firms recruiting is a strong indicator the market may no longer be in a downward spiral.

“We’ve seen our first few senior HR jobs being released from the legal sector, whilst a number of investment banks and insurance firms are recruiting again – even those who were hardest hit,” said Cooper. “Another positive is the number of HR generalist jobs. Certainly, the recruitment we’re seeing at the moment is way ahead of previous client predictions which all pointed to the end of 2009 before recruitment would reach current levels.”

Conversations with Joslin Rowe clients indicate that departments are now so lean, even a small increase in business activity will necessitate increased HR headcount, with one HR Director admitting his team is so stretched, he might be back up to 2008 headcount levels by the start of 2010.

“The key is of course, whether this growth can be sustained,” admits Cooper. “I think if we start to see jobs for internal recruiters, we’ll certainly know we’re heading in the right direction. At the moment, entry level HR jobs, graduate recruitment and internal recruitment are yet to recover.”

Another positive is that salaries for roles coming to market have remained very competitive. Despite this, candidates who previously earned £70,000 are now willing to look at roles at the £65,000 mark in order to return to the labour market.

Dan Cooper believes, “Job seekers are realistic enough to realise that whilst in the good times they may have seen their salary soar from £50,000 to £70,000, the market has re-aligned itself and they are happy to do the same.”

About Joslin Rowe:
Established in 1982, Joslin Rowe is one of the leading UK financial services recruitment firms in the UK. Joslin Rowe consultants, candidates and clients work together to achieve the best employment opportunities and long term relationships. Joslin Rowe recruits for accountancy jobs and banking jobs along with other financial services jobs across London, Edinburgh and Glasgow including interim contracts, temporary and permanent positions. Joslin Rowe is a Randstad company – the second largest HR services group globally.

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Hays Reports Interim Learning And Development Professionals Still In Demand

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According to Hays, the leading specialist recruitment company, while the current market may have impacted the recruitment of permanent learning and development jobs there continues to be fixed term contracts available for senior interim professionals.

“We envisage that employers will be using interims more regularly to identify organisational requirements on an ad-hoc basis to deal with specific requirements,” observed Heidi Waddington, Managing Director for Hays Human Resources.

Organisations are looking for practitioners with a strong commercial background and a track record in the management and development of staff. The emphasis has shifted from core training delivery, to a more strategic requirement to identify and implement bespoke programmes that are linked in to an organisation’s overall talent management programme. Investing in leadership programmes and competencies remains an important aspect of organisations’ HR strategies, as the importance of succession planning becomes ever more important, particularly during difficult economic times.

“There is a greater focus on talent-management and identifying key players in an organisation. Some of the larger organisations typically will forge associations with leading business schools to develop in-house programmes”, Heidi continued.

While organisations continue to review their cost efficiencies and examine ways in which they can streamline their HR operations, learning and development jobs remain
a central point of the HR function, despite the fact that resources are being stretched and that these skills have to be picked up by HR managers.

“Although companies remain keenly focused on the management and development of their people, line managers are having to upskill and add to their remits, particularly within small and medium sized organisations that are increasingly relying on in-house recruitment expertise rather than external training providers. Of course, in certain regulatory fields, there is always a requirement for training delivery,” Heidi explained.

Typically learning and development jobs do not follow a standard HR career path, in contrast to that of the HR generalist. An individual specialising in learning and development will have usually started life outside HR before making the transition to learning and development, albeit they would have had some involvement with training and development within a commercial environment. Skills can be easily transferred across from other disciplines, as long as they have previous training and development experience.

Learning and development remains closely linked to organisational development, particularly during difficult times when the need to invest in staff becomes greater and the reduced staff numbers need to acquire and make up for any ‘lost’ skills. Organisations will rely on interims to design programmes and to use their change management expertise in order to shape overall company structure and ultimately lay the foundations to provide challenging and rewarding careers for staff. The role of the learning and development manager spans across the whole talent agenda, looking closely at development needs and at staff retention.

About Hays Human Resources:
Hays Human Resources is part of Hays plc, the leading global specialist recruitment group, and specialises in a range of HR jobs from diversity and equality jobs to training jobs. It is market leader in the UK and Australia, and one of the market leaders in Continental Europe. The Group employs 8,294 staff operating from 380 offices in 27 countries across 17 specialisms.

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