Monday, 7 April 2008

Today I said "No"

This was sent to me today (check the date) by Aiesha who, last Thursday, thought I might be interested in a position after seeing my details on-line.
I really must get that bloody Monster cv deleted - It's done me no good at all.

Adecco

PERMANENT/ CONTRACT ORDER FORM

DATE: march 08
CONSULTANT: Clare

OFFICE: ASR Contracts
JOB NO: 607000171

JOB TITLE
: Collections Advisor
SALARY+OTE: £13250 - £14500 + £20000 uncapped OTE

COMPANY NAME: Virgin Media
ADDRESS: The Mailbox, 101 Wharfside St, Birmingham B1 1RF

WEBSITE:
www.telewest.co.uk
DIRECTIONS: (Nearest tube/landmark)
PRIMARY CONTACT NAME: Xxxxx Xxxxx
POSITION: Credit Services Manager
TIME IN POSITION:
PHONE NUMBER: 0121 XXX XXXX
FAX NUMBER:0121 XXX XXXX
SECONDARY CONTACT NAME: Xxxxxxx Xxxx
POSITION: Recruitment Officer
TIME IN POSITION:
PHONE NUMBER: Xxx Xxxxxx / Recruitment Officer
FAX NUMBER:
EMAIL ADDRESS:
1.IMPORTANT COMPANY INFORMATION – Parent Company, Brief History, T/O, Staff No’s, Locations, Team Structure, Types of Sales Professionals, Culture, this Years Budget, USPs, Competitors, Performance Last Year & YTD

Virgin Media is a provider of high quality digital TV, internet and telephone services in the UK
They were also the first to offer internet and unlimited phone packages
They now have over 1.8 million customers and every other minute someone connects to Virgin Media
Virgin Media pride themselves on the level of customer care and have won many awards and most recently won Call Centre of the Year 2005 awarded by the Call Centre Association ahead of Tesco, Royal Bank of Scotland and RAC
They have recently merged with NTL which now means they are the largest provider of consumer broadband in the country

2.REASON FOR THE VACANCY – Replacement, Expansion, Project, etc.
1. Expansion
3.KEY OBJECTIVES – Main purpose or outcome expected of the role, Weekly, Monthly, Yearly KPIs or Targets?
1. To minimise debt owed by the customer and reduce customer losses through negotiation with the customer
4.JOB SPECIFICATION – Day to day responsibilities, Sales vs Acct Mgt, Client Base, Key Challenges, Reporting Lines, Sales Process & Sales Value.
1. Reporting to the Team Manager you will be a team of approx 6-10 other advisors
2. You will work a fixed shift of 37.5 hours a week (between the hours of 8.00 – 20.00 eg.8 – 4.30 – 9- 5.30 10- 6.30 and so on.
3. 50% of the calls will be incoming and 50% will be outbound to the existing client base
3. You will be targeted to collect monthly payments owed by customers
4. Your target will also be based around attendance, call-time and compliance
5. You will have the ability to negotiate payment terms with a view to the customer paying in future on direct debit
6. The overall objective is to listen to collect debt but to rectify the customers payment problems with a long term solution that results in a win:win scenario
7. There will be monthly reviews held by your Team Manager
8. You will also have regular coaching one to one to discuss any areas of improvement
9. Complaint calls can be escalated if they fall outside your criteria
5.TRAINING & DEVELOPMENT - Induction, Product & Sales.
1. 5 weeks training to include product and negotiation training
2. Ongoing 1 to 1 coaching by Team Manager
6.PERSON SPECIFICATION - Desirable & Non Desirable Characteristics, Best Team Fit.
1. You must have the ability to self motivate
2. Must be target driven and enthusiastic
3. Listening and empathy skills are also a must
4. Finally you must be confident to negotiate over the phone
7.EXPERIENCE & BACKGROUND NECESSARY – Non Neg, Employment history
1. A minimum of 6 months call centre / office based experience
2. Ideally this will be in a customer service / Sales role
3. Collections experience would be an advantage but is not essential
8.ADDITIONAL BENEFITS – Pension, Health, Gym Membership, Vouchers, parking, Petrol Card, Company Credit Card, Car.
1. 23 days holiday
2. Opt in 3% contributory pension scheme after probation period
3. Full Virgin Media package including 4 Meg broadband / phone / cable T.V.
4. PPP Healthcare
5. Due to virgin Media affiliation with Lloyds / TSB there are discounts on Mortgages and other banking products
9.POINTS OF APPEAL – Status, Money, Career Progression, Travel, Training, etc.
1. Genuine opportunity to progress Team Leader / senior Management
2. Great working environment in a prime location
3. Market leading salary and uncapped commission structure
10.INTERVIEWING PROCESS – First, Seconds, Procedure, Presentations, Assessment days, Who will be in attendance, Interview times & dates.
1. Virgin Media will conduct an assessment including Verbal / Numeric test, Roleplay, personality test and a tour of the building
2. If successful you will invited to a 2nd competency based interview lasting approximately 1 hour
11.START DATE – How is Position being covered currently? Interview dates
1. ASAP
12.CLIENTS AGENCY ARRANGEMENTS - Main Agency Supplier, Specialist Agency Competitors, Temp usage history
1. ASR
13.COMMENTS – Company Literature, Who else; what else, Other Contacts, Advertising spend, Any Other Business,
1.
2.
3.
4.
ACTION
FEE QUOTED: %
TOB SENT: _______________________________________
COMPETITION:______________________________________

ADVERTISING: _______?
CANDIDATES / ASSOCIATES

INTERVIEW DATE AND TIME

RESULT
1.
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10.
COMMENTS:
__________________________________________________________________
__________________________________________________________________
SUCCESS DETAILS
NAME: ____________________________________________________
START DATE: ________________________

SALARY: _________________________________________________
AGREED FEE: ________________________

50/50 SPLIT YES________/NO __________
SHARED BRANCH: ____________________________________________
And my reply?
Hello.

Thanks for your e-mail. I read the downloaded document and I'm sorry to say that I'm really not suited to this line of work.

I don't own a television myself, take no interest in television and so, the prospect of debt collecting on behalf of a cable tv provider (amongst other things) really doesn't fill me with, well, enthusiasm.

Virgin are a good company to work for.

Thanks, but no thanks
Button Ginger
I know, I know. I need the money. Not that badly though.