Friday, 27 March 2015

Are you terrified of interviews - these notes should help you get that job!


Jobseeking often takes people out of their comfort zones.

However, if you’re not overly outgoing, or often feel as if your voice gets lost in the crowd, the prospect of promoting yourself to find the best job can be tough. And whether it’s writing a CV, attending an interview, or even applying for the right roles, for those with a more insular personality it can be a nerve-racking experience.

More of a thinker than a speaker? Here are some top jobseeking tips for introverts:

Choose the right role

First things first: try and identify the perfect position.

List all the things you think you do well, and find the jobs that best match your skills. If you’re most comfortable when working individually, for example, there are plenty of jobs which may suit you and compliment your personality.

Be realistic. There’s nothing to say that an introvert can’t excel in a customer facing position. However, if the thought of having to stand up and present to a room full of clients on a daily basis brings you out in a cold sweat, you will probably not be happy in this kind of career. 

Find the right type of job for you, and your CV and interview will stand a much greater chance of success.


Concentrate on your strengths

When it comes to looking for a job, it’s easy to see shyness as something which could hold you back. But this definitely needn’t be the case.

With this in mind, play to your strengths as much as possible. This rule applies to your approach to jobseeking, as well as your CV. When writing your personal statement, talk confidently about yourself using quantifiable terms such as ‘successfully’, ‘proven’, ‘experienced’ and ‘track record’, words that will place the emphasis on your accomplishments.

Which brings me onto…

Make the most of your achievements

For many introverts, learning how to shout about their achievements can be difficult.

However, highlighting your accomplishments is an absolutely essential part of the jobseeking process, whether in your CV, or at an interview. It’s also a practical way to demonstrate what you can do.

If you struggle to talk about your successes, ask a colleague, former manager or professor to talk about some of the main things you’ve achieved. Just think of it as reporting the facts, rather than tooting your own horn.  

At interview, bring a portfolio of your work or certificates along with you. This can help to clearly demonstrate what you are capable of, whilst letting your work and achievements speak for themselves.


Don’t be apologetic

Shy types often find themselves apologising when there’s really no need.

This can suggest a lack of confidence, so is always best avoided when it comes to your interview.

Cliché advice time: Be who you are, and be proud of it. Don’t pretend to be something you’re not.  



OK, so it may seem stupid to stand in front of the mirror and rehearse what you’re going to say at an interview. However, the more you practice and the more you go over your lines, the more confident you’ll be when it comes to the real thing.

You could also try asking a (very close, non-judgemental) friend or family member to run through a couple of interview questions with you. Just make sure it’s someone honest and supportive, who you’re completely comfortable with.

Whichever method you choose, try and keep your cool, speak slowly and maintain eye contact. Which obviously, can be easier said than done if you’re relying on the mirror for feedback…


Make notes

Always take a pad and pen into an interview with you. No exceptions.

Not only will this allow your interviewer to talk uninterrupted, it also means that you won’t miss out on any of the points you want to bring up. And if you don’t feel like you can speak up during the questioning stage, you can always bring up your points when given the chance to ask questions at the end of proceedings.

Note taking is even more important, when it comes to group interviews, especially if you find it a struggle to make your voice heard over more dominant interviewees. Simply write all the points down, and make sure to mention these if you get a chance towards the end. 

Very Important

Finally, even if you forget what you want to say during the interview, sending a well-written thank you email afterwards is a good place to include any nervous omissions.



Thursday, 26 March 2015

Helpline Manager, London, to c. £80,000 + big company benefits.

A brilliant opportunity. Don't miss this one!

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Helpline Manager, London, to c. £80,000 + big company benefits.


The Role

Our prestigious client is looking to recruit an experienced Helpline Manager to run an international first line support function which operates 24/7, consisting of a team of fourteen Helpline analysts and three supervisors.

The Helpline Manager will sit within the Technology department as a key member of the IT Management Team reporting directly to the Head of Technology.
Job Overview
The Helpline Manager is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Primary Responsibilities and Activities

• Manage the staff of the service desk, including motivating them, hiring and writing reviews, preparing overall performance evaluations and training. Candidates should be skilled at managing teams.
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to resolve, cost per call, call avoidance, demand mix and end-user productivity.
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
• Build and maintain relationships with all Technology Teams to ensure that Technology-delivered services and end-user productivity goals are understood and exceeded.
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Advance the use of a knowledge repository to share information among all levels of Technology service and support.
• Prepare cost analyses, budget plans and proposals as needed.
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

Primary Work Arrangements

• The ideal candidate will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.
• The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals.
• The service desk manager must foster relationships with end users and must become the champion of end-user satisfaction.

Key skills and attributes

• Degree
• ITIL certification (preferred)
• At least three years managing an IT service and support function in a corporate, complex environment
• Previous management experience
• Knowledge of IT service desk tools and best practices
• Strong communication and reporting skills

HTS Recruitment Ltd
Mob: 07970 494916
Tel: 0121 687 1234
Email: jayne at HTS
Connect with us at LinkedIn:


HTS, Specialist Recruiters. Contract and Permanent Vacancies.