1. Computacenter UK
Craig Cobb – Future Talent Consultant

2. 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 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."

3. 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 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."

5. Our Facilities Service Desks Datacenters
Global Infrastructure Operations
Supply Chain
Solutions Centre
Coverage

8. Customers

9. What I do....

10. 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

11. 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

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

13. 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

14. 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 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."

15. Interview Do’s & Don'ts

16. 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

17. 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

18. 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

20. 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

21. THANK YOU