|
|
 |
 |
 |
Provident Financial FAQ...
|
|
|
Q
|
How long is staff training?
|
 |
|
A
|
2 weeks full time training 9:30 – 16:30 & 09:00 – 17:00. Full attendance during the training period is expected. All trainees will be assessed throughout the training period and are expected to meet the relevant performance benchmarks.
|
|
|
|
 |
Q
|
What are my holiday entitlements?
|
|
|
A
|
No holiday or other commitments in the initial 13-week period. Exceptional circumstances may be accommodated, but these need to be highlighted at the interview stage.
|
|
|
|
|
Q
|
What is the length of my contract?
|
|
|
A
|
13 weeks temp-perm. Permanent Provident contracts may be available providing staff consistently meet expected performance criteria.
|
|
|
|
|
Q
|
Will I have performance assessments?
|
|
|
A
|
All staff will be informed of their individual performance objectives, linked to their role, which will measure: Quality, Accuracy & Productivity. All calls are recorded within the contact centre and staff will have calls listened to and assessed regularly by their team leaders.
|
|
|
|
|
Q
|
Will there be any working patterns?
|
|
|
A
|
Working patterns will be discussed & agreed up-front before candidates are accepted. Whilst Provident can accommodate working pattern swaps, in the event of exceptional circumstances, all new entrants are expected to adhere to their scheduled working patterns for the first 6 weeks.
All working patterns are published on a weekly basis up front, so staff are fully aware as to what their start and finish times are.
|
|
|
|
|
Q
|
Is attendance & punctuality monitored?
|
|
|
A
|
This is monitored daily. It is imperative that staff are available to speak to customers immediately their working pattern begins. Staff may be asked to help out with queuing calls before and after their scheduled working patterns, therefore flexibility is appreciated.
Lateness & inconsistent attendance will not be tolerated and will result in the contract being terminated.
|
|
|
|
|
Q
|
What happens if I am absent?
|
|
|
A
|
Staff unable to attend work for any reason, should ring the “absence reporting line” 01274 769498 and if applicable their Agency, to advise the reason for absence & an expected return date.
Calls should be made direct from the individual, rather than other family members etc. If this does not happen, then contact will be made later in the day by the Agency or a Provident Team Leader.
Calls should be made before 8.00am for morning start times, before 10am for afternoon start times & before 12pm for evening start times.
In the event that contact is not made regarding absence as above, then the contract may be terminated.
|
|
|
|
|
Q
|
What is the company email policy?
|
|
|
A
|
Staff will have access to the Provident internal e-mail facility. Email should be used for business purposes only. If this facility is abused, the contract will be terminated.
|
|
|
|
|
Q
|
What is the duration of lunch breaks?
|
|
|
A
|
Full time staff will be allocated a 30 min lunch break. The time slot for this may change on a daily basis. Should call volumes be low, staff will be advised to take 1 hr for lunch and updated daily with this requirement.
|
|
|
|
|
Q
|
Are there any additional break periods?
|
|
|
A
|
Set breaks are not allocated daily, however operators do have the facility to use the drinks machine and take comfort breaks when needed. Staff do however need to be mindful of any calls queuing if they wish to leave their desk.
Staff wishing to take smoke breaks, will need to be placed on a rota daily and a time will be allocated to accommodate. Time taken for smoke breaks must be made up within the same day.
|
|
|
|
|
Q
|
Can I use my mobile during work time?
|
|
|
A
|
The use of mobile phones, for calls or text messaging is not permitted, whilst in the contact centre. Mobiles should therefore be switched off. If you need to be contacted during working hours, the absence line above should be used.
|
|
|
|
|
Q
|
What if I need to make a personal call?
|
|
|
A
|
A pay phone is provided for staff, within the building and hence personal calls should not be made from within the contact centre. In the event of an emergency, arrangements can be made with a Team Leader to make an external call privately.
|
|
|
|
|
Q
|
Is there a dress code?
|
|
|
A
|
Provident operates a smart business like dress code. The following are therefore not acceptable.
• Denim, combat trousers, cords, trainers, t-shirts with large slogans, cropped • tops, faded casual wear.
Staff arriving for work dressed un-acceptably, will be asked to go home and change and will not be paid for time taken to do this.
|
|
|
|
|
Q
|
What is the company policy on piercings?
|
|
|
A
|
The removal of tongue piercings is encouraged whilst working within the contact centre, as these can impair speech and hence can have an adverse affect on the quality of the service, being delivered to callers.
|
|
|
|
|
Q
|
What arrangements need to be made if I have an appointment?
|
|
|
A
|
Doctors and dentist appointments should be arranged outside working hours. Should you need to attend during your working hours, then arrangements should be made with your Team Leader as a shift swap may be accommodated. In the event that a shift swap cannot be arranged, time off will be unpaid.
|
|
|
|
|
Q
|
Can I eat at my desk?
|
|
|
A
|
Eating at desks is not permitted as this creates an un-professional image to callers & visitors alike. A rest room is provided within the contact centre for staff to use. Subsidised staff restaurant facilities are also provided within the building.
|
|
|
|
|
Q
|
Can I read at my desk?
|
|
|
A
|
The reading of newspapers & other non-business related literature is not permitted at desks, as again, this creates an un-professional impression to visitors.
Should call volumes be low and hence staff available for long periods in between calls, every effort will be made to utilise this spare time, within the contact centre, for individual coaching and training.
|
|
|
|
|
Q
|
What is company policy on in-appropriate behaviour and bad language?
|
|
|
A
|
Staff are expected to conduct themselves in a professional manner whilst on business premises. Bad language and other un-professional behaviour will not be tolerated and may lead to the contract being terminated.
|
|
|
|
|
Q
|
What if I am a existing customer of Provident Financial?
|
|
|
A
|
Candidates should advise at interview stage if they are customers themselves of either Provident or Greenwoods. Whilst on an agency contract, staff are permitted to continue with their loan/credit facilities, however all loans/credit facilities will need to be settled in full before a Provident contract can be offered.
|
|
|
|
|
Q
|
Is car parking provided?
|
|
|
A
|
A staff car park is provided for permanent Provident contracted staff, however temporary staff are encouraged to bring their cars in to the company car park after 4pm.
|
|
|
|
|
Q
|
Does the company have a taxi service?
|
|
|
A
|
A free taxi service is provided for all staff at 1⁄2 hourly intervals from 4pm daily to transport staff to the Interchange. Bookings for this service are taken daily & procedures will be explained when employment commences.
|
|
|
|
|
Q
|
Will I have to carry a security card?
|
|
|
A
|
All staff are provided with security cards to access / exit the building and these should be visible at all times whilst on business premises. A charge will be made by Provident for all cards lost.
|
|
|
|
|
Q
|
Should I share my passwords?
|
|
|
A
|
Staff will be set up with individual passwords to access their personal PC’s / e-mail etc. Passwords are confidential and therefore should not be shared with any other member of staff.
Every individual has responsibility for ensuring all computer equipment and telephone equipment is turned off at the end of working patterns. Breaches of confidentiality / security may result in the contract being terminated.
|
|
|
|
|
Q
|
What is a clear desk policy?
|
|
|
A
|
Provident operates a clear desk policy, therefore individuals have responsibility for ensuring their work areas are left tidy at the end of their working day. Customer information should not be left out on desks.
|
|
|
|
|
Q
|
What notice do I have to give if I wish to leave?
|
|
|
A
|
Out of courtesy, temporary staff wishing to leave are required to give 1 weeks notice. This period may be negotiable.
|
|
|
|
|
|
|
