John Atkinson Email & Phone Number

Lyon, FR

• Leading the development of customer service and satisfaction initiatives in line with the Group customer satisfaction and services strategy.
• Engaging key stakeholders within the region and ascertaining key business issues and challenges ensuring that countries are able to address these effectively.
• Providing feedback on customer satisfaction and loyalty levels for the region using NPS methodology.
• Analysing and identifying gaps, opportunities and areas of best practice and continuously measuring and assessing effectiveness in each country.
• Developing focused candidate and client strategies and working closely with marketing teams to create campaigns in order to drive these strategies and improve satisfaction and loyalty.
• Working with the Group marketing and regional heads of customer service to clarify and prioritise issues and challenges.

• Core responsibility of delivering training across the region, covering 17 countries across Europe, Latin America, the Middle East and India.
• Responsible for the complete redevelopment of the trainee, consultant, and senior consultant training programmes, implementing a blended learning approach suitable for diverse audiences.
• Training, observing and providing detailed feedback for new regional trainers across several countries in the region.
• Proactively and reactively developing programmes to meet changing business requirements, including the New Consultant Programme and the design and development of a bespoke course focusing on Hays values and customer.
• Involved in and responsible for numerous international HR projects, including the design and roll out of an Assessment & Accreditation programme for all trainees and consultants.
• Project managed the implementation of the Certified Recruitment Consultant award for senior consultants, working closely with the Group L&D Director, Chartered Management Institute and country MDs.

• Delivery of formal classroom training from trainee level through to first line management, ensuring that all courses were delivered within a target KPI.
• Responsible for the design and development of training programmes, courses and materials to maximise the performance and potential of the Hays workforce aligned to current and future business needs and objectives.
• Training delivery predominantly across the UK & Ireland businesses, plus experience of training delivery to our overseas businesses in Brazil, Spain, Portugal, Italy and Holland.
• Providing detailed delegate evaluation and feedback to managers linked in to key business competencies.
• Training, observing and providing detailed feedback for new trainers joining the team.
• Networking internally with managers and HR co-ordinators across the business to identify specific development needs and providing support and bespoke training to those staff members.

• Planning, promotion, and sales of UK and overseas sports tours, including 6 Nations rugby tours, Euro 2004 packages, Formula One Grand Prix packages, Prix de l’Arc de Triomphe and Breeders Cup horse racing tours, and.