Computacenter UK Craig Cobb – Future Talent Consultant

Introduction Attended Watford Boys from 1992-2000 Achieved 10 GCSE’s and 3 A-levels Favourite subjects included PE, Geography, German and Art Senior prefect Studied Physical Education with Geography at University Over 15 years experience in business and sales In a second example, a candidate for a customer services role is asked: "Describe a situation when you had to deliver excellent customer service following a complaint" • Situation: "A customer rang up complaining that they'd waited more than two weeks for a reply from our sales team regarding a product query." • Task: "I needed to address the client's immediate query and find out what went wrong in the normal process." • Activity: "I apologised, got the details and passed them to our head salesperson, who contacted the client within the hour. I investigated why the query hadn't been answered. I discovered that it was a combination of a wrong mobile number and a generic email address that wasn't being checked. I let the client know and we offered a goodwill discount on her next order." • Result: "The client not only continued to order from us but posted a positive customer service tweet."

In a second example, a candidate for a customer services role is asked: "Describe a situation when you had to deliver excellent customer service following a complaint" • Situation: "A customer rang up complaining that they'd waited more than two weeks for a reply from our sales team regarding a product query." • Task: "I needed to address the client's immediate query and find out what went wrong in the normal process." • Activity: "I apologised, got the details and passed them to our head salesperson, who contacted the client within the hour. I investigated why the query hadn't been answered. I discovered that it was a combination of a wrong mobile number and a generic email address that wasn't being checked. I let the client know and we offered a goodwill discount on her next order." • Result: "The client not only continued to order from us but posted a positive customer service tweet."

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What I do....

Future Talent Consultant Define the UK Future Talent strategy Design and implement rigorous yet rewarding programmes to develop young people into the leaders of tomorrow Design and coordinate over 30 assessment centres for future talent programmes Outreach Educational Officer Sit on leadership team for strategy definition on recruitment, training and process improvement Manage a team of 50+ educational ambassadors Main point of contact for 10 schools and over 50 universities nationally Sit on the STEMNet curriculum board Sit on the board for a local University Technical College Mentor to 5 pupils from Hertford Regional College

What career path can I expect? Transfer from a UK role to a Group role This will encompass designing, implementing and coordinating future talent programmes for CC across the world in Germany, France, Spain, South Africa, Malaysia and USA Opportunity to live and work in these countries for 6 months at a time Fast-track to Senior Management – potential to be at Director level in 5 years To manage my own global team of consultants providing Future Talent expertise

Give yourself the best possible chance............

Top 10 Typical Interview Questions What do you know about our company? What do you know about our products/services? What will the main tasks and responsibilities be in this job? How would you describe yourself? What experience have you got from previous jobs? What are your strengths and weaknesses? Where do you see yourself in five years time? What motivates you? What makes a good team member? If you were a biscuit, what type of biscuit would you be? Research Research Research Read the job spec carefully Use positive and professional words Pick out skills that are transferable Don't pretend your perfect Realistic ambition and drive Unless a sales role don’t say money! Teamwork is a big thing The unusual question

Answering interview questions...in a structured way S.T.A.R What is STAR? Situation Describe the task that needed to be done Task What was required of you? Action What you actually did? Result What happened? What was the outcome? Key points on STARs Always use “I did....” or “I was responsible.....” Try not to use “we did....” Always try and use positive examples even if the situation was a difficult one Use work, education and leisure for sources of information In a second example, a candidate for a customer services role is asked: "Describe a situation when you had to deliver excellent customer service following a complaint" • Situation: "A customer rang up complaining that they'd waited more than two weeks for a reply from our sales team regarding a product query." • Task: "I needed to address the client's immediate query and find out what went wrong in the normal process." • Activity: "I apologised, got the details and passed them to our head salesperson, who contacted the client within the hour. I investigated why the query hadn't been answered. I discovered that it was a combination of a wrong mobile number and a generic email address that wasn't being checked. I let the client know and we offered a goodwill discount on her next order." • Result: "The client not only continued to order from us but posted a positive customer service tweet."

Interview Do’s & Don'ts

Dress appropriate Do’s Know the time and location Arrive 10 minutes early Treat everyone you meet with respect Firm handshake and good eye contact Sit still and do not fidget Be honest Use specific examples when answering questions Exhibit a positive attitude Prepare questions

Don’t swear or use slang words Don’t slouch in your seat Don’t lie Don’t be late Don’t swear or use slang words Don’t slouch in your seat Don’t lie Don’t let your nerves control you Don’t be arrogant Don’t discuss controversial topics Don’t read from notes or CV Don’t criticise previous employers or colleagues Don’t argue with the interviewer

Talking badly about last employer/school Poor handshake Talking too much Talking badly about last employer/school Arriving late or too early Being rude to receptionist Asking about salary, benefits, holiday Not preparing for interview Verbal ticks Not enough/too much eye contact

Final Thoughts CV’s Interviews Transferable skills Don't panic Keep it real Tailor it Include a personal statement Don’t leave gaps Tell the truth Make it good Check, double check, check again Always write a covering letter Reflect your personality Contact details Interviews Fail to prepare, prepare to fail Research the company Plan the journey Prepare possible answers Think about appropriate dress Take copy of CV/Covering letter Prepare questions to ask Transferable skills Don't panic Smile

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