Role: Quantity Surveyor Location: HampshireCompany: Tier 1 ContractorAn exceptional Quantity Surveyor is currently required for a market leading, global Tier 1 Contractor to work on and lead, long term, Highways Infrastructure projects across Hampshire. Tasks:Agree sub-contract applicationsPrepare and submit of client billingIdentify contract variationsCost and value reconciliations on complete works and works in progressCompile quotations for new workKeep appropriate records and schedules in all activitiesReport Monthly figures to senior managementProcess invoices, compiling invoices and updating spreadsheetsMonitor project costs and feeding back cost value information to the site teamRequirements:Suitable Qualification held or working towards (Quantity Surveying, Commercial Management, etc)Driven, motivated to learnGood verbal and written communication skillsThis is a great opportunity to work with one of the top Contractors who can offer fantastic progression and development alongside a competitive salary and package.
We spent a lot of time over the last couple of years determining our Company Purpose, and our key values. Why are we here? There are innumerable ways to build and run a successful business – it is important to self-identify; to know what we do and why we do it.
These values are now the yardstick against which we measure our success. Here I speak to Operations Director Jason Silk about the Net Promoter Survey - which he treats pretty much as his own baby – and how it keeps us accountable to our own values and purpose.
- Jason, we made a huge deal last year out of our four key values – that we strive to care, challenge, inspire and improve. How are we measuring this?
We are constantly checking ourselves to make sure the decisions we make are aligned to these values, whether that be specific assessments during the interviewing of new team members, internal promotions, coaching sessions, commercial decisions or the decision to directly ask our customers what they thought of our service levels as we ‘care’ about what they think, we have a desire to ‘improve’ our service and will ‘challenge’ ourselves to do what it takes to do this. Good, hey?!
- Tell me about this “Net Promoter Score”, and the struggle you had explaining it to 4 recruitment focussed directors!
After a lot research I took it to the Board that we should use Net Promoter Score (‘NPS’), which is a recognised management tool to gauge the loyalty of our customers (both candidates and clients). Anyway, it is 1 question asking how likely you are to recommend us to a friend/colleague, on a scale between 0-10. From the responses you get an overall score of somewhere between -100 (rubbish) to +100 (exceptional).
We did this on a quarterly basis for a year with several questions but there were a few flaws, it needed to be more frequent and have a more direct question. The NPS scoring system was also a concept that no one could seem to grasp!!
So we simplified it for 2018. We now run the survey monthly to keep it relevant; with just one question and a free text comments box; and we set a company-wide target that 7 out of 10 customers would recommend us (i.e. score us with 7+ on the single scale of 0-10 question) – keep it simple!
- Why are we so keen to know what people think of us?
The question is more ’why would you not?’ Do you have something to hide? Do you have a gift that enables you to just know how your customers feel about the job you do or are you so arrogant that you don’t care?
It comes back to our values and if we are serious about caring what service our customers receive as well as wanting to continuously improve then we NEED to know what people think of us. We can then make the decisions we need to make to exceed our Company Goals.
- Come on then, tell us the results: are people recommending us?
I thought you would never ask. Yes, they are, which is great!
As I said, we set a company-wide target to achieve ‘7+ out of 10 customers that would recommend us’ and so far this year we have been chuffed to hear that; 9 out of 10 Candidates are telling us that they would recommend us, and 9.5 out of 10 Clients are saying the same.
- You must be proud of that?
I am really proud of that, as are all of the Directors, especially as the response rates continue to be high. We have always ‘felt’ that we differentiate ourselves from our competitors by the quality of our candidates, how we manage the whole recruitment process for both candidates & clients and how we are committed to building/maintaining long-standing relationships…now we know we do.
It is vitally important that we continue to share the results/feedback directly with the relevant Consultants as soon as the results are in. This means they get the buzz of being recognised for doing a good job (in front of their line manager) as well as hearing what specifically does or doesn’t work via the ‘comments box’.
We have also taken it a step further this year with an additional quarterly prize for the team member who gets the best scores over that period, which will be presented at the Company Review in front of everyone. Let’s keep the whole process at the front of everyone’s minds.
However, the old adage is true. If you stop constantly looking at ways to make further marginal gains then you are going backwards. We must continue to do more of the good stuff consistently across the whole of the business and cut out the mistakes that we are still making.
- What does our score mean?
It means we are doing well but we can do better. Simple as that. I want to see a magic month where we get ’10 out of 10 recommending us’!
So, if you receive one of our surveys then please take the time to complete it honestly. It isn’t marketing guff that never gets read. It is valuable information that will enable us to continue to improve our service to you
#Care #Improve #Challenge #Inspire