For this not-for-profit social enterprise, contact centre staff make the difference

CHALLENGE

Fourteen candidates identified and onboarded within two weeks to join as front-line customer service staff at Goodstart Early Learning.

They were joining a team committed to positive social change and invested in the learning, development and wellbeing of children as part of their delivery of exceptional customer service.

Their audience? Parents, anxious about giving their children the best possible start in life through access to high quality early learning and care.

The candidates for these roles needed a high level of empathy, and an understanding of the underlying emotions and concerns that are attached with trusting the care of a child to a stranger.

Additionally, each successful candidate would be police checked, require a working with children credential and uptodate vaccinations (triple COVID-19 and influenza).



SOLUTION

A profile of the ideal candidate was created to benchmark the selection process and to minimise the risk of poor hires.

To recruit fourteen staff, eighty applicants would be required and between thirty and forty shortlisted candidates to take through the assessment centre.

Our recruitment team used multiple channels to attract the number of applicants needed, including reaching into their own networks and drawing on their knowledge and understanding of the market.

The assessment centre was designed to provide each applicant opportunities to demonstrate their strengths and skills and how well these matched the ideal candidate profile.

This profile included maturity, good listening, strong EQ and the confidence to problem solve, improvise and deviate from script according to the situation. 

OUTCOMES

Fourteen candidates were successfully recruited and commenced onboarding in the same week.

This is the third year running Goodstart has trusted Davidson to navigate the inevitable market peaks and troughs of quality candidates and deliver the outcome they are looking for.

Why? Each year we refine our understanding of the organisation’s purpose, vision and employee value proposition to shorten the time to hire and extend our reach to find top talent. And once identified we’ve learned that regular targeted communication is the key to keeping highly engaged candidates. 

At Davidson, we see our partnerships as being for the long-term. We think ‘30 years’ not ‘30 days.’ 

“Jenny, Mikayla and the team at Davidson have provided outstanding support to us with recruitment for our 6-month peak period. For the past 3 years, they have consistently presented quality candidates within short and demanding timeframes. Their attentiveness, responsiveness and care have made our recruitment process easy, contributing to the longevity of our partnership. We look forward to many more years of working alongside Davidson.” - Tatianna Mana-Daniel, Family Services Partnering Lead.

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