We’ve recently implemented a few changes at Fircroft, which will affect the service we provide to both our contractors and clients. As Customer Services Manager of the newly formed Shared Service Centre, I wanted to take this opportunity to explain the changes and their effects.
With over 60 offices around the world, our operations are moving increasingly towards a global model. Thus, it has become more and more important that Fircroft evolves its working processes to reflect this and meet the challenges it brings. It is crucial that all processes, from the initial recruitment stage though to onboarding and payroll, work harmoniously together.
Thus, after a lengthy consultation period and much deliberation, the Fircroft Service Centre was born. Bringing together some of our central departments, the Service Centre takes care of our contractors from on-boarding to payment and supports them throughout the life cycle of their placement.
We realised that in order to create a Service Centre that delivers customer service excellence it needed to do three things: focus on the customer, deliver ‘right first time’ service and embrace and implement learning. Therefore, we have split our existing staff into three separate teams and increased their resources with new colleagues with relevant experience.
Customer Service Team
Our customer service team focuses on managing the relationship with both our contractors and clients. From onboarding through to payment processes, our team delivers end to end query resolution and can help our contractors and clients at each stage of the onboarding process.
Service Delivery Team
Building on the work of our customer service team, the service delivery team is responsible for the organisation and co-ordination of timesheets, expenses, travel services, visas and insurance. Mobilising our contractors to destinations across the world, the Service Delivery team streamlines the required onboarding processes for our clients, delivering a ‘right first time’ service.
This team is tasked with the consistent improvement of the Service Centre. Through the process of gathering Management Information (MI) across the Centre, the Improvement team is responsible for identifying and implementing best practice.
While we are initially setting up the Service Centre in the UK, we are currently looking at how we can roll out the Service Centre concept to our overseas offices. This will allow us to realise our commitment to a global service, delivered locally.