Following consultation with job seekers, employers and partnering organisations; Break Thru recently launched a state of the art centralised Customer Care Centre (CCC) that aims to deliver an enhanced customer experience. Calls from both job seekers and employers are automatically routed to CCC Representatives who have extensive local and industry based knowledge.
Employment Services General Manager Simon Fairall said the CCC was already making a significant difference to both job seekers and employers.
“The implementation of Break Thru’s CCC has resulted in increased job seeker engagement and participation; a reduction of non-attendance through the streamlined customer contact program; as well as increased client outcomes with a structured post placement support process that delivers an integrated service between the CCC and branch for both employers and job seekers,” he said.
Break Thru has also introduced a new modern open-plan branch layout that focuses on integrating vocational based modules and technology to provide a more interactive and engaging environment for both job seekers and employers.
“The self-service resources and technology are proving extremely relevant and popular,” said Mr Fairall. “Job seekers are reporting an increased engagement in the process and that they have a clearer pathway to success in comparison to the traditional industry based case management approach.”
To complement these improvements, we have developed Employer Liaison roles that focus solely on fostering and building relationships with employers. The appointed Employer Liaisons spend up to 80 per cent of their time on the road gaining a deeper understanding of employer/industry business needs and determining where Break Thru can add value.
“To date we have seen brokered employment vacancies increase by 300 per cent per branch through our new enhanced employer focused service model providing sustainable outcomes for our job seekers,” said Mr Fairall.
Break Thru Managing Director Ross Lewis said continuous improvement was integral to service development.
“Break Thru is actively committed to putting customers at the centre of our company strategy. The enhancements we’ve made to our employment services reflects stakeholder requirements and enhances the customer experience,” said Mr Lewis.