The Starting Point

The aim was to find a Head of Customer Service for The Pod Company who would continue to develop and optimize the Customer Support department.

Our Solution

To attract applicants with the desired qualities, we at Prosana worked closely with our client to come up with selling points, requirements, and skills necessary for this position.

Our Winning Approach

Strategic talent mapping

We conducted a strategic talent mapping exercise to identify and engage high-potential candidates who were not actively job searching but had the skills and experience needed for the Head of Customer Service role

Communicate values upfront

We crafted a compelling employer value proposition that highlighted the unique opportunities and benefits of the role, tailored to attract top talent who were aligned with the client’s vision and culture

Key Insights That Helped Us Hire The Perfect Candidate

Look for individuals who excel in leading teams through change and fostering a customer-centric culture. Their ability to drive transformation and instill a customer-focused mindset will ensure they make a significant impact in the role.
Find candidates who have a history of boosting customer satisfaction. Their experience in implementing effective customer service strategies and delivering measurable improvements will help elevate the company’s service standards. Make sure to test these skills through a practical task.
Focus on candidates who can bring a strategic and innovative approach to customer service. Their capability to develop and execute forward-thinking strategies will drive growth and enhance the company’s service delivery.