Challenges

This search was extremely niche and highly confidential due to the small number of potential candidates that fitted the criteria. The new system technology being implemented was so specialized that not many people had experience with it within the UK. Given this unique aspect, it was possible that candidate relocation might be necessary for this London-based position.

Objectives

The client required someone to improve their customer service excellence, support and integrate new customer system technology as well as improve the morale of the internal teams. The candidates needed a background in operational energy and customer experience background as well as hands on experience working with and implementing the new specialised system technology.

Our Solutions

The Search

A bespoke strategy was developed and executed by a specialist at Harper Fox Partners. Competitors and potential candidates were identified and shortlisted through our precise talent mapping analysis, vast executive network and precise candidate selection approach.

Ongoing Support

We supplied the client with information on companies where the new system had already been implemented and details on its success. Furthermore, we delivered valuable market insights on support for the system's implementation, gathered from research and discussions with specialists.

Overcoming Difficulties

We quickly discovered only 11 people in the UK actually met all of the criteria required. Furthermore, some individuals were already known to the business so confidentially was key with their current employer. We overcame these barriers by extending our search internationally and including NDA's from the start of the search process.