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Online Student Platform Boost Customer Service with 40% Uplift in Staff

Our client is a UK based global discounts provider for sixth form, college, and university students. They connect over 70 million students with top brands via their app, offering discounts of up to 50% on fashion, technical gadgets, learning products and more.

Online Student Platform Boost Customer Service with 40% Uplift in Staff

Client

Online Student Discount Platform

Contact

Project Manager

Sector

E-commerce

Staffing Type

Customer Service
100%
fulfilment of all vacancies
40%
uplift in staff
140
customer service agents hired in four months

Recruitment Challenge

Due to our client working with a multinational technology company to promote discounts through an online portal, they decided to recruit 100 customer service agents over a four-month period to manage an anticipated increase in customer demand. These agents would deliver a chat support service designed to guide new customers with how to access and use the portal.

The Customer Service Agent roles were remote-based, and agents had a choice of working two different shift patterns over a 7-day period. Candidates needed to be skilled in handling queries quickly and able to maintain a friendly manner when dealing with customers in a live chat environment.

Recruitment Challenge

Recruitment Solution

We implemented a candidate attraction campaign that included advertising roles on the Tate website, national job boards, and social media platforms, including Facebook and LinkedIn. A referral scheme was launched using database marketing through our existing candidate community and we worked with a local university to attract students with experience using the platform, who could draw on personal experience and serve as authentic brand advocates.

The Tate recruitment team were always available for the client and met with their customer support specialist on a weekly basis. Through weekly review meetings, the team used Key Performance Indicator (KPI) tracking to monitor candidate attraction, recruitment, and onboarding progress.

Recruitment Solution

Recruitment Journey

All applicants were fully screened and evaluated by the Tate team. This consisted of three Recruitment Consultants, one Associate Director, and the support of Tate’s Payroll and Compliance Team.

We ensured thorough testing of all applicants for relevant skills, including attention to detail, numeracy, and literacy capability aligned to typical job role scenarios. A pass rate of at least 80% was required to meet the needs of the position. As part of our dedication to equity, diversity, and inclusion, the test could be completed up to three times to support the needs of neurodivergent applicants.

Recruitment Journey

The Results

Our dedication to finding the right staff meant that we were able to meet our client’s needs.

We were successful in delivering:

  • 100% fulfilment of all vacancies
  • 40% uplift in staff
  • 140 customer service agents hired in four months
The Results
Our reactive approach to recruitment ensures fulfilment for our clients. Through job boards, candidate attraction, and successful vetting measures, we were able to provide this client with the staff required for all vacancies.
National Account Director, Tate

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