ChatGPT, AI and robotics will be showcased at our internal digital release event
ChatGPT, AI and robotics will be showcased at our internal digital release event
As an HR-tech service provider, we are working hard to create "The Next World of Work." A transparent and balanced labor market, without prejudice, in which organizations and talent are perfectly connected. To realize this, we are taking huge steps in the field of technology. Not only because it fits within our digital roadmap - becoming the number one tech platform - but also because we are convinced that with technology we provide a better service. Tech Enables Touch.
Technological developments are following each other ever faster. ChatGPT, AI, robotics: these are just a few examples that we use to the organization's advantage. To bring and keep all colleagues up to date on this, we organize a special tech event "Up Next" every quarter.
Technological developments within our organization
During this event, colleagues from different departments climb the stage for an update on current projects. Using our semicircular projection screen, the coolest developments are shown. For example, our Data Manager showed a new self-developed benchmark tool. This has been made available on our smart matching platform Striive and allows professionals to easily see, for example, what an average rate is for a data analyst.
Next, our Recruitment Manager showed the results of our virtual assistant Benthe. This robot helps our recruiters enter applications, giving them more time for personal contact with suppliers and professionals. She also reduces repetitive work, which makes the work a lot more fun for our colleagues.
Furthermore, our development team is also busy with technological improvements for contract management. The goal: to reduce the contract management flow from several days to 15 minutes. Ambitious? Certainly. But not unachievable with the planned improvements.
With two editions already in our minds, the next one is scheduled for October. We are again counting on a packed program with updates of new cool technological developments. Will you be there next time? Then take a look at our vacancies. For a sneak peek you can watch the video below.
Thanks to MyCademy, we can always offer our people appropriate learning experiences
Thanks to MyCademy, we can always offer our people appropriate learning experiences
Since 1995, HR-tech service provider HeadFirst Group has been a knowledge broker between independent professionals, suppliers and clients with the aim of allowing professionals to excel in their work and clients to use their expertise without worries. Joke de Graaf, responsible for HR & Organization, tells why HeadFirst Group chose the MyCademy Learning Experience Platform and what the platform and the cooperation brings them.
Learn every day
HeadFirst Group has experienced explosive growth in recent years. In about five years we went from 70 to almost 500 employees. Such growth brings with it a transition among employees, but also clients now expect more from us. This means, among other things, that we have grown from generalist roles to more specialized roles. We also invest in the growth of our talents, which increases the bond with our organization and stimulates internal flow, which in turn is important for further innovation and growth. Not for nothing is one of the core values of HeadFirst Group: 'Learn every day'. Making mistakes is allowed, as long as we learn from them. Continuous improvement is the norm.
Learning Experience Platform
About two years ago we started working with MyCademy's Learning Experience Platform, the training platform we internally call "HeadFirst Group Academy. In this learning environment, all our employees can follow (online) trainings, virtual labs or bootcamps. It is very flexible and employees can choose what suits them, in terms of content, form and time. Every month the platform is supplemented with new training courses and other learning materials. What is also very valuable is that we can create learning paths and with this we can also offer internal training courses online. A special learning path has been created, specifically for HeadFirst Group, with all the things we focus on, such as customer relations, design-thinking, agile working and time management.
'In our view, such an advanced learning platform is a basic requirement for an organization like ours.' Joke de Graaf
Appropriate learning experiences
To encourage people to use the platform, we made it part of our onboarding process. During onboarding, new employees receive a separate session in which they become familiar with the platform. Moreover, we actively involve executives in the learning process of their team members. We generate monthly reports that give executives insight into progress. This allows them to see how much is being learned by their team members and whether additional support is needed somewhere. It gives executives concrete data to use during one-on-one meetings and feedback sessions. If employees need a specific training or course, they can search the database for suitable solutions. If there isn't one, we can always turn to MyCademy, so we can always offer our people appropriate learning experiences.
A partner who thinks along in all areas
MyCademy 's L&D team helps us with challenges around training plans and development goals, for example. We can also use their expertise when it comes to getting our employees to truly embrace learning. We especially interact with Martine Broekman, their manager of Learning & Development. She is enormously helpful, always thinks with us and she is also very nice in her contact. It's nice to have such a proactive partner. For example, when we introduced our core values, MyCademy helped us think about which training courses fit well with them. And early this year, they held a number of sessions for our managers. These not only addressed how we could further stimulate learning in our teams, but MyCademy was really curious about how they could improve their solution even further. There are many learning platforms out there, but MyCademy's Learning Experience Platform is not just another learning platform. MyCademy offers a combination of a smart learning platform, extensive training offerings, daily support and is truly a partner in knowledge development.
Source: MyCademy
Customer engagement: everything for optimal customer engagement
Customer engagement: everything for optimal customer engagement
Good customer engagement is important for any successful business. When, as a company, you ensure optimal customer engagement, it says something about the extent to which you respond to the needs of your customers and how you maintain contact through the various channels. If you have a lot of customer contact, as for example in the role of Contracting Consultant at HeadFirst Group, then you have a decisive role in this. Therefore it is good to know what customer engagement means, how you can increase the involvement of your customers in the contact and which skills are useful in this process.
What is customer engagement and why is it important?
Customer Engagement is the degree to which customers feel engaged with your company. When customers feel valued and understood, they naturally become more engaged. This is a big advantage because it actually pays off: even a small 5% improvement in customer retention can lead to a profit increase of more than 25% (Bain & Company research). Moreover, the more often customers interact with your company, the more insight you gain into their needs and you can better respond to them. This, in turn, can result in strong and long-term customer relationships.
What are practical tips in this area?
So to build a good relationship with customers, it is important to actively engage them, get to know them better and provide them with an optimal experience. How can you ensure this optimal customer engagement? Here are the tips:
1. Provide different contact options for your customers, such as phone, email and live chat and minimize wait time.
2. Always send a receipt with reference number and contact person to let customers know that their query is being processed.
3. Customers want to be helped immediately, so have questions handled immediately by the right person to avoid wasting time.
4. Keep a record of all communications and mail a summary to keep the customer informed of actions taken so they feel valued.
5. Exceed customer expectations and regularly check their satisfaction.
6. Inspire customers and offer new ideas to strengthen their loyalty.
7. Thank customers on various occasions, such as invoices, visits, birthdays and holidays.
8. Recognize that the customer is always right and make every effort to resolve any problems.
9. Deliver what you promise and show that you are willing to go the extra mile.
10. Ask relevant questions to understand their needs and build a relationship of trust.
What are the most important skills within customer engagement?
Finally, here are some skills to consider if your role involves frequent contact with customers:
1. Technology skills: with the rise of artificial intelligence, chatbots and other technologies, it is important to be familiar with these tools.
2. Personal interaction: while automation and self-service options are important, you must be able to provide personal interaction when needed. Show empathy, resolve complaints and support customers in complex situations.
3. Problem solving and creativity: you must be able to come up with creative solutions and solve problems quickly and efficiently. You must be flexible and able to adapt yourself to different situations and customer requests.
4. Communication skills: you need effective communication skills, both written and oral. You must be able to communicate clearly and concisely and be able to understand and help customers regardless of the communication channel chosen.
5. Customer orientation: it goes without saying that you must have a strong customer orientation. You must understand customer needs and expectations and work proactively to provide the best possible experience.
Customer engagement is incredibly important for any business to be successful. It's all about building strong customer relationships, showing appreciation, keeping promises and sometimes even exceeding customer expectations.
Bring in the best talent with referral recruitment
Bring in the best talent with referral recruitment
Have you ever heard of the power of referral recruitment? Also known as via-via recruitment, it is an extremely effective way to attract new talent. The concept is simple but effective: colleagues are used as ambassadors of the organization and start looking for candidates. In return, they receive nice incentives, extra days off or a nice amount of money as a reward. Why is this such a popular and valuable tool also for you as a recruitment professional? And how can it help you realize your hires? In this article we explain it to you.
In the search for the best candidates, companies are increasingly relying on innovative recruitment techniques. One of the most successful methods is leveraging internal networks. Turn your colleagues or mediated candidates into true recruiters and have them scour their own networks for the perfect candidate. Rewards can be endlessly creative: from a weekend getaway or an adventurous balloon ride to a brand new iPad or tickets to an amusement park or zoo. The possibilities are endless, and it works! Why? Because their own employees are often the best judges of whether someone would be a good fit for the company. In order not to risk their reputation, employees usually proceed very carefully. Are your colleagues also real proud ambassadors of the company? Then definitely get started with referral recruitment.
Why exactly can this work for you?
First, it contributes to staff retention. When colleagues recommend candidates from their own network, they often already have a good understanding of the company culture and values. This increases the likelihood that the recommended candidates will be a better fit for the organization. A good cultural fit reduces the chance of early departure because new employees quickly feel at home and thrive better in the work environment. So a huge boost for your employer brand. Moreover, your own employees have an enormous reach through their social media channels. So as an employer, you can achieve a lot and achieve a high conversion rate by turning your own employees into ambassadors.
What does it provide?
More importantly, how do you convince management to embrace it? Let's start with cost savings. Traditional recruitment processes are expensive and time-consuming. With referral recruitment, the cost per hire is significantly lower. Through the network of your colleagues or mediated candidates, you reach a relevant audience efficiently, without large investments in media campaigns or advertisements on online job boards. Although you reward colleagues with a recruitment bonus, you generally spend less than with other recruitment methods and it is a cost-effective way of attracting talent.
Traditional recruitment often requires a lot of time and resources to screen large numbers of applicants. With referral recruitment, this process can be significantly shortened. Vacancies can be filled more quickly, which in turn also brings cost savings, as the time a position remains unfilled is reduced.
In addition, referral recruitment increases the engagement and ownership of your employees. By actively involving them in recruiting new colleagues, they feel more connected to the organization. They experience a sense of pride and responsibility for the company's success. This strengthens the team spirit and positive work environment.
How do you apply this practically?
It all starts with enticing your colleagues with attractive rewards. Without a substantial reward, a referral program will not be successful. How high or attractive you make the reward is up to you, but make sure employees get excited about it and that it is still a lot cheaper than posting expensive ads on job boards. Tip: Talk to them and ask how they want to be rewarded. In some organizations, a team reward works better than an individual bonus.
Also, make sure the job posting is visible internally. Getting noticed is crucial if you want to reach new employees through referral recruitment. For example, you can add an element of competition by opting for a team bonus. Organize a fun competition among staff, which is guaranteed to create atmosphere and enthusiasm. This encourages engagement and makes the recruitment process even more fun.
Referral recruitment: a valuable tool
In short, referral recruitment is a valuable tool in a labor market where candidates are in control. It enables companies to attract qualified candidates, increase the confidence of potential candidates, improve the candidate experience, speed up the hiring process and save costs. By implementing a solid referral recruitment program and ensuring that all candidates are given fair opportunities, you can take advantage of its benefits in attracting top talent.
"I get involved in everything and that ensures that I can learn a lot here!"
"I get involved in everything and that ensures that I can learn a lot here!"
Mila has been working as an MSP Consultant Sourcing at Staffing MS, part of the HeadFirst Group, for a year and a half. In her role, she is operationally responsible for clients in the healthcare sector. In this article, we will discuss her daily activities, the cooperation within the team and the challenges that the work brings.
What is your background and how did you come to this choice?
"I started my career at an employment agency. Later I was offered another job as a recruitment assistant. Then I grew into the role of corporate recruiter. Then I came across this position at Staffing MS. I first joined for a day to get an idea and that was very positive, I really liked the atmosphere. I then took up the challenge and I really like it."
What does an MSP Consultant Sourcing actually do?
"Together with my fellow consultant Salima, we form the Care team. We currently serve four healthcare clients and one more will be added soon. Our tasks differ significantly from those at government clients, for example. With the government, requests are mainly put out, assessed and then awarded. There they work with a Dynamic Purchasing System (DAS) and laws and regulations play a major role. Everything has to be as transparent as possible. In healthcare, on the other hand, customers are more demanding and much more administration is involved. The work involves implementing rate changes, renewals and negotiating rates. This requires effort, but also provides variety. You regularly have to negotiate with suppliers and freelancers and see how we can best help our customers. In this we receive support from the Contracting Department, which manages the files. The portal system we use for this is indispensable for all of our customers. The working method differs for each client, which may be a bit difficult to get used to at first. We deal with self-employed healthcare professionals, where VAT settings and BIG registrations must be carefully checked. These are all things we have to take into account."
How is the cooperation within your team?
"At work, it's pretty informal. Of course we have rules, such as wearing neat clothing. There is hard work, but we also have a lot of fun. The team is very pleasant and I must say I really enjoy working with them. Everyone gets along well and we help each other whenever possible, although that is not always possible because of our own busy clients. Currently, team Care consists of two consultants and one contract administrator who supports us. We also take each other's vacations into account. We do try to teach everyone more all-round skills so that more substitution is possible in case of illness or vacation."
What did your position look like in the beginning, and has that perhaps changed over time?
"Certainly, this is mainly because clients and organizations change, which means you need different skills. This means you also keep developing yourself and moving with these changes. I always did the healthcare clients, one period I supported a colleague on a government project because it was very busy and he couldn't handle it alone. At that time I had some spare time, so I helped him. But now I'm only responsible for healthcare clients."
What makes your work so enjoyable?
"The work at Staffing MS is very varied and diverse. I really like the team I work with, which makes the work fun. I enjoy going to work. In terms of tasks, I like that I can actually be involved in everything. I can be involved in setting rates, solving problems and advising others. I get involved in everything and that ensures that I can learn a lot here!"
Challenging and fun teamwork at Staffing MS
Challenging and fun teamwork at Staffing MS
Mariska Schell (44) has been an MSP Consultant Contracting at Staffing MS (part of HR-tech service provider HeadFirst Group) for four months. "Here you get the chance to show what you can do. Motivation and the will to learn is very important in this. Every computer system is different, but you can make it your own. There is also no focus on where you come from, but on who you are and whether you fit into the team." We were curious to hear how she experienced the first period, so we sat down with her.
What is your background?
"Before that I did mostly administrative work, including at a fitness center, and before that I worked at a crematorium. These were very different companies, but at both I had administrative duties, such as planning cremations and taking care of official business. So I was familiar with administrative work, but each company has its own systems that you have to relearn how to work with."
How did the first period go?
"The onboarding took place in Hoofddorp. Here we were explained about the customers and the computer systems. It was very instructive and I also got to know colleagues you don't often meet in person, so I really enjoyed that. I did spend a morning with them before I started to see exactly what the work entailed. It may have seemed overwhelming at first, so many clients and then a brief explanation. But you learn as you go, especially with answering phones you learn pretty quickly!"
Can you tell something about your work?
"I make sure the files are complete that the consultants have created for the assignments. In my case, these are clients within the healthcare sector, so I have to make sure the BIG registrations and CoC registrations are in. In addition, health certificates are also requested by several clients. I check which state vaccination programs they have gone through and which they have not. So the files are a bit more extensive than other clients. If it's not complete, then I contact either the customer or the supplier, depending on who my contact person is. And then I ask them to provide the required documents. Maybe you recognize it yourself, where is your vaccination booklet? It's a fun challenge to get everything complete!"
What makes your work so much fun?
"I really like my colleagues and enjoy working in the office. The sociability and being able to easily walk up to each other make it fun. It can sometimes be busy on the phone, but you regularly have different tasks to do. That makes it varied and fun. Time really flies by. You also get to comment on the process, sometimes they specifically ask for a response, then you can put up a post-it. That way you can participate in improving the processes."
Can you tell something about the colleagues?
"We have a very diverse group of colleagues, of different ages, backgrounds and nationalities. That makes it very fun and diverse. It's also approachable, which I like. There is room for jokes and we don't all have to wear tight suits. That might be different at some companies. Of course we have to be neat here too, but there is more freedom. It is also important that we are there for each other and help each other whenever possible. Right now I'm not planning to work from home yet, because I actually like being in the office better. I still want to learn so much and it's nice to be able to ask questions and stay informed about what's going on. Besides, we just got a fairly new group, so I actually enjoy being in the office."
Head of HR & Organization Joke de Graaf on current HR topics
Head of HR & Organization Joke de Graaf on current HR topics
Every year, our content partner HRcommunity organizes the HRtop100 event, which this year took place on March 23. HRtop100 gives extra attention to topics that play a role in society and affect HR. Together with experts and HR leaders they discuss these topics. HRcommunity rewards leaders and organizations that lead and inspire with an award, in three categories (Sustainability, Diversity & Inclusion, People Development). For this edition, we were a partner of the event, which meant that all nominees were interviewed at our headquarters. These videos were used in the battle to win the Category Awards.
Issues on topics such as D&I, people development and sustainability were also discussed with Joke de Graaf, Head of HR & Organization of our organization. Curious about her vision? Then watch the video >> https://youtu.be/6UeSNPdH60o
Source: HRCommunity
Julie Brakenhoff
Making an impact as a Consultant Sourcing in a tight labor market
Julie Brakenhoff is MSP Consultant Sourcing at Staffing MS (part of HR-tech service provider HeadFirst Group). "From the moment I started here in April, I felt welcome," says Julie Brakenhoff. Previously, she worked in the insurance sector at Alicia, a partner of HeadFirst Group, and that is what eventually brought her here. The experience she has in sales, recruitment and HR matched perfectly with her current role. We asked how she experienced the first few months.
Julie can be found at the Staffing MS office in Hoofddorp every day. "Since I've only been employed for just two months, I've mainly been busy onboarding," she explains. "Now, after my onboarding, I am starting to get a good idea of the work. This is a new experience for me, as I previously worked mainly at startups. I notice, for example, that here the onboarding period is better organized. On the first day, we discussed the schedule and which training sessions I would attend and when," she says. "When you start here, you get the opportunity to take the Lean Yellow Belt training. I feel really well supported here."
What is your background?
Although her previous work was similar in some areas, she has no Consultancy experience. "In my previous work, I dealt with acquisition of new partners, who then sell insurance on their platforms, such as HeadFirst, for example. I also have some recruitment and HR experience, so I know how to put out certain requests."
What does an MSP Consultant Sourcing do?
One aspect of her job that Julie really enjoys is the contact with customers. "I regularly go over requests with clients. You get to know the customer better and better, and it's easy to ask each other questions or just send an app. Currently I am in the process of taking over a client and soon another one will be added," she explains. "I have regular meetings with managers about new assignments, I also assess applicants and send their information to the client. Furthermore, I do administrative tasks, such as processing changes in assignments, for example renewals or rate increases. If there are questions about renewals or new assignments, I give advice in that regard. I also regularly participate in consultations with various teams to improve the service where necessary."
What advancement opportunities do you see for yourself?
Asked about her future prospects within the company, Julie explains that she was initially looking for a junior scrum master position. "During the conversation with the recruiter, I indicated that I wanted to work at a tech company that has its own platform, like HeadFirst Group's Select," Julie explains. "That way I can develop myself further, because I find that incredibly interesting. During the job interview I mentioned that there are many aspects I like, and that factored into my choice. So I could grow into account management, business consultancy, or maybe a position within HeadFirst Group." Julie emphasizes that growth doesn't have to be only vertical. "Horizontal growth I also find interesting. I notice that there is definitely room for personal development here."
How is the cooperation within your team?
"Here I feel supported," she explains. "Of course I'm being inducted and I know what's expected of me, but it's also a combination of learning new things. And if a colleague is busy, we definitely jump in and support each other. At the moment I am being trained by Thomas and I can always approach him with questions. The cooperation within the consultant team is going really well, and I really like that."
What makes your work so enjoyable and distinctive?
Julie emphasizes the impact she can make in this tight job market, "It's nice to see that my efforts are ultimately going to help fill vacancies quickly." She describes the culture within Staffing MS as informal, professional and fun. "Of course we have parties and fun team activities that everyone can participate in, and regular events are organized. There is also a celebration every month where cake is treated from HeadFirst Group. Even though my label is in Rotterdam, a cake is also delivered in Rotterdam every month!"
HeadFirst Group climbs Alpe d'HuZes and raises 53,000 euros for KWF
HeadFirst Group climbs Alpe d'HuZes and raises 53,000 euros for KWF
On June 1, 2023, the sixteenth edition of Alpe d'HuZes took place on the flanks of the Alpe D'Huez. Under the motto "giving up is not an option," 5,000 participants started at 4:30 a.m. walking or cycling to climb the famous French mountain. Eighteen of these participants were part of HeadFirst Group. They did this not only for the sporting challenge, but precisely to raise as much money as possible for KWF. All the money raised during the Alpe d'HuZes goes to KWF for scientific cancer research within various themes.
Connection to each other
With great enthusiasm, 18 colleagues signed up. Each with their own reason. Organizer Koen van Rijn's reason was clear. "I am cycling for my mother who lost the battle to cancer last year, but also for all my dear family, friends and colleagues who are currently fighting for recovery. In addition, I think it's great that we took on this challenge with a large group of colleagues. This definitely adds to the connection with each other."
Co-organizer Tamara Boeff also agrees. "Health is not self-evident, because I am healthy, I want to dedicate myself to KWF. I think it's great that I was able to climb the mountain together with my colleagues. It was absolutely grueling, but that also gives a fantastic feeling when it succeeds."
Sponsors thank you!
In total, our colleagues raised 53,000 euros for KWF. A huge amount that we are extremely proud of. We would therefore like to thank everyone who donated and in particular our sponsors: Alicia Insurance, Nétive VMS, Intelligence Group, Energize, Basis Cloud Solutions, Werf&, Ciphix, Millenaar Adviesgroep B.V., FinanceFactor Executive Finance Professionals, doen'r, Scotty Technologies, IT Topdogs, MyCademy - The Learning Platform for Guaranteed Growth 🌱, CodeBridge, Simon-Kucher, That's Lease, ImpactWork.io, Branding Office Furniture B.V., FTI Consulting, Buckles and Up In Business!
Together we achieved this wonderful amount to hopefully increase the life chances of people with cancer.
Belinda Oudhoff
Going the extra mile and continuing to develop yourself
Belinda Oudhoff (52) has been working as an MSP Consultant Contracting at Staffing MS, (part of HR-tech service provider HeadFirst Group) for almost two years now. With her sales background and experience in various back office positions, she joined Staffing MS. "A whole new world opened up for me here. We take over the total hiring process of temporary staff for our clients." Belinda likes to tell us about how she always goes the extra mile so she can continue to develop herself.
What does an MSP Consultant Contracting actually do?
"As a Consultant Contracting, you are mainly concerned with forming and updating files for the assignments," Belinda says. "We take over the entire hiring process from our clients: we put the requests out in the market towards the suppliers and the professionals on our own platform. When there is an assignment, we set up the file. My job is to make sure the file is complete and that it stays complete. We also take care of invoicing, and for this, all files must also be in order on time according to legal requirements. We also provide first-line support, where we receive all kinds of questions from suppliers or self-employed persons without staff (ZZP'ers) or questions intended for other departments about payments, for example. I usually try to help the caller directly myself and then if I can't figure it out, I make a callback request. Everyone plays an important role in the process this way: Sourcing makes contact with the client to get the request and order in order, and Contracting makes sure the files get/stay in order and answers the first-line questions. There is no hierarchical difference because we all work together to get the job done, and that also makes it a lot of fun to work here."
How is the cooperation within your team?
"I really like the work atmosphere. There are six of us in the department and we work hard, but there is always room for a laugh. As contract manager, I have a lot of contact with Sourcing to make sure the job is complete. You have the opportunity to work both in the office and hybrid. Since I work part-time, I have one day off and one work-at-home day."
What makes your work so enjoyable?
"You can make the work as interesting as you want of course. For me, it's important that when that space is available, for variety you also occasionally pick up something you don't normally do, helping another department or figuring something out, for example. You develop yourself in multiple areas this way. We also have planning meetings, where you can indicate where you want to go, which is really nice."
Would you recommend this work to others?
"In fact, I recommended my cousin, who is also working here. Good to know is that you get all the space here to get to know the systems well first. You are also just allowed to make mistakes and there is room to be yourself."
Has your position changed in the time you've worked here?
"In my case yes, but it does depend on how you do your job. You can do what you are asked, but you can also go the extra mile and keep developing yourself. For example, checking with a consultant why something has not yet been picked up or taking over each other's tasks when we are absent. In any case, that makes my work very fun and challenging!"