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Talking Senior Ops & Contact Centre Roles with Natasha Copitch

We chat all things Customer Contact recruitment with Senior Resourcer Natasha Copitch

In our latest MERJE Markets instalment, we get the lowdown about the latest insights across our Customer Contact discipline. Here, Senior Resourcer and resident expert Natasha Copitch shares the current trends in this arena.

First off, tell us about your role at MERJE

I work within the Customer Contact team, which focuses on mid-senior and executive level operations and contact centre recruitment support. This includes roles such as Business Analyst, Training Leader, Head of Operations, Contact Centre Director and many more.

In my role I enjoy taking the time to really get to know my candidates, particularly their skills and ambitions. I then channel these insights to find them the perfect next career step. I’m also very much driven by my commitment to ensuring that every client I work with is more than satisfied with the service provided.

And your experience providing hiring / job searching support in the Customer Contact arena?

I’ve been working at MERJE for more than seven years now, progressing from Resourcer to Senior Resourcer in that time. This means that I’ve gained a lot of experience working on a wide range of positions in a variety of industries, including financial services, banking, insurance, retail, outsourcing, telecoms, utilities and more.

My years of specialising in Customer Contact mean that I have a fantastic understanding of business needs across operations, contact functions and customer experience. The skills required to succeed in these areas are highly specialist and I revel in matching the right professional with the right hiring company each day.

What trends have you noticed in the Customer Contact recruitment market recently?

It’s become extremely busy and there are plenty of roles available for candidates, as well a lot of new clients coming on board, which is always exciting.

What we’re hearing from clients is that, post-Covid and amid the cost of living crisis, peoples’ expectations for a positive customer service experience are higher than ever. Businesses need to rise to this by hiring the right professionals who are able to go above and beyond to meet the needs and wishes of consumers.

What will be your main focus moving forwards?

Doing what I do best, which is connecting with candidates and taking the time to truly understand their long term career ambitions. Even to those who aren’t actively looking at the moment; the market is so active at this time so you never know what kind of brilliant opportunity could be waiting round the corner after a brief catch up with me!

What advice would you give to employers who are recruiting in the current market?

Reach out to as many candidates as possible, be active on LinkedIn by sharing a mix of your latest roles, alongside industry updates and news, to show that you’re ahead of the curve. In addition to this, place all of your adverts on jobs boards and relevant websites.

It’s no good just waiting for candidates to come to you, you need to go out and find them. And if you don’t have time to do that, that’s where an expert hiring partner like MERJE comes in!

What about candidates seeking new roles at the moment?

It’s always a good idea to speak to recruitment agencies, but be selective about who you give your CV to. This is because it’s better to pick and choose the roles which are perfect for you, rather than adopting a spray and pray approach and hoping for the best.

Allowing generalist recruiters to send your CV just anywhere also means you risk losing track of what you’ve applied for and who with, which can make your job searching journey messy and tricky to navigate. This will most likely result in juggling too many interview processes at once and even landing a role which isn’t the right fit.

What are the most common types of Customer Contact roles currently available?

Right now, the types of roles on offer encompass Resource Planning Managers, Project Managers, Heads of Sales, Project Analysts and Business Analysts. There are so many options out there at the moment to fit a host of skill-sets, strengths and experience.

How has your MERJE experience been so far and what are your thoughts about your time with the business?

I love MERJE, it’s a great company. The past seven years have flown by and I can honestly say that I’ve really enjoyed them. I’ve worked with the best people in an environment where everyone gets on and are all so warm and welcoming towards each other.

What do you like best about working at MERJE?

Our directors and the leadership team overall really look after everyone, and the social events that we have – dinners, drinks, trips away, etc. – are truly great.

What are you looking forward to in the future of your career at MERJE and what do you hope to achieve moving forwards?

I always strive to do better year-on-year, so I set myself increasingly higher targets and make it my mission to meet them.

Quick Fire Time

Favourite MERJE moment so far?

When they treated the whole company to a trip to Barcelona in 2019 as a thank you for the hard work that led to a year of record breaking turnover in 2018.

Describe the MERJE culture in three words

Welcoming, fun and friendly.

Favourite song?

Pink’s Cover Me in Sunshine.

Dream celebrity dinner date?

It has to be David Beckham!

Last meal before being sent to a desert island?

Definitely sushi.

Are you looking for a new role in the world of Customer Contact? Get in touch with Natasha to discuss your career options: