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Customer Engagement Specialist Academy

About the Academy

The Customer Engagement Specialist Academy will provide 20 individuals with the skills and experience to prepare them for work as Customer Engagement Specialists in Firstsource Solutions Ltd and Power NI.

This nine week Academy will provide you with skills to develop your future and build a professional career in the call centre industry. The Academy will include five weeks pre-employment training and a four week company placement with either Firstsource Solutions Ltd in Belfast or Power NI in Antrim.

On successful completion candidates will gain university accreditated training, including an increased potential for employment and the potential of a job interview with either Firstsource Solutions Ltd in Belfast or Power NI in Antrim.

Applicants must be over 18.

Applicants must have a minimum of 2 A Levels or equivalent (Grades A-C) and GCSE English Language and Maths (Grade A-C)

Applicants will be invited to complete an online aptitude test and following this, remaining candidates will progress to an interview.

All applicants must be computer literate as the course will be delivered almost exclusively in a PC environment, in keeping with standard industry practices.


Key Dates

  • Application period open – Wednesday 2 March 2016
  • Application period closes – 4pm Friday 25 March 2016
  • Information Day – 10am on Wednesday 9 March 2016 at Ulster University, 25-51 York St, Belfast BT15 1ED
  • Verification Test – Thursday 31 March 2016 at Stranmillis University College, Stranmillis Rd, Belfast BT9 5DY
  • Interviews – Week Commencing 18 April 2016 in Belfast (Applicants will be notified by email to attend interview)
  • Applicants informed of interview results – Week commencing 25 April 2016
  • Pre-employment Training Start Date – Monday 9 May 2016 at Ulster University, 25-51 York St, Belfast BT15 1ED
  • Pre-employment Training End Date – Friday 10 June 2016
  • Company Placement – 13 June 2016 to 8 July 2016

Further Information

For further information please email your enquiry to assuredskills@delni.gov.uk

For the duration of the training element of the programme, participants will be paid £150 attendance based training allowance per week. Successful applicants claiming Job Seekers Allowance should complete a “Better Off Calculation” (www.entitledto.co.uk) before proceeding with the programme.

Applications are welcome from those who meet the criteria irrespective of religious belief, political opinion, age, sexual orientation, disability, race, marital status, gender, whether or not they have dependents and women returning to the workplace.


Instructions

  • Complete the online application form by 4pm on Friday 25th March 2016.
  • Provided your qualifications meet the entry criteria for the programme and you have uploaded your CV, you will be emailed a login name and password for an online psychometric assessment, which you are required to complete by 4pm on Friday 25th March 2016.
  • The results of this psychometric assessment will be used to select candidates for interview.
  • An information session will be held at 10 am on Wednesday 9th March 2016 to provide candidates with background on the Customer Engagement Specialist Academy.
  • Interviews will be held on the week commencing 18th April 2016 in Belfast.
  • The Customer Engagement Specialist Academy will take place from Monday 9th May to Friday 10th June 2016 at Ulster University, 25-51 York St, Belfast BT15 1ED.
  • Company placements with either Firstsource Solutions Ltd (Belfast) or Power NI (Antrim) will commence on Monday 13 June 2016 and end on Friday 8 July 2016.
  • Candidates who successfully complete the training will potentially gain an offer of employment with Firstsource or Power NI.
  • All correspondence will be via email. It is the applicants' responsibility to act as required within the given time frame.

Mindmill Psychometrics

What are psychometrics?

Psychometrics are assessments which measure individual differences in many areas including personality, motivation, aptitude and abilities.

Why are psychometrics used?

​Psychometric assessments are a common part of the selection process and enable organisations to better understand candidates and determine if they have the skills for the job.


How can I ensure I obtain the best results?

For best results, Mindmill recommend the assessments are completed in a test-like environment. Any possible distractions should be turned off, for example mobile phones, TV, music. Concentration is needed throughout the assessments, so if you are completing it at home or work, ensure other people are aware they should not disturb you until you are finished.

Do I get my results?

Candidates will not receive their individual results on the assessments. All candidates will be informed if they have met the criteria or failed to meet the criteria by a standardised email only.

Can I complete practice assessments?

Candidates can review the practice test booklet on this website. Candidates can look through the relevant assessments on the practice booklet to familiarise themselves with the type of questions they will be asked on the day of testing. During the actual test, candidates will also be given practice questions before each assessment to ensure they understand the questions before beginning the timed assessment.

Can individuals cheat on the assessments?

No. The Mindmill Cognitive Assessments have been developed by item generation theory which indicates new questions can appear for every test. There are no right or wrong answers in personality questionnaires. Mindmill Personality questionnaire has inbuilt warning mechanisms to determine results which may have been distorted or faked.

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I have a learning difficulty, will this affect my results?

Learning difficulties can affect individuals in different ways, therefore your performance on the assessments will be dependent on your learning difficulty and the assessments which you are required to complete. You can contact Mindmill directly to discuss any concerns you may have before completing an assessment.

I am having problems logging in with my username and password.

Please note that all usernames and passwords are case-sensitive. If you are continuing to have problems logging in please contact Mindmill directly to confirm your log in details.

Do I need an internet connection to complete the assessment?

The system is designed to generate all assessment questions at the beginning of each assessment. If your internet connection drops you can continue with the assessment provided the connection is restored before the end of the assessment. If the connection is not restored, a candidate can log back into the system at a time when there is an active connection and will have an opportunity to begin the assessments from the last fully completed assessment.

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Do I have to complete the assessments all at once?

For optimum performance it is advised that all assessments should be completed in one session. This should be carried out under test conditions; a quiet environment with no interruptions. However, if a situation arises where the assessments cannot be fully completed by a candidate, they can log back into the system at another time and continue from the last fully completed assessment.

What technical requirements do I need to complete the assessments?

To complete the assessments, candidates require a computer which has an internet connection and a modern web browser installed (Internet Explorer 8 or higher, Mozilla FireFox 3 or higher, Google Chrome and Opera 10 or higher or equivalent browsers).

Helpline / Contact Details

If you have any questions or queries about the assessments please contact the Helpdesk at info@mindmill.co.uk at any time or contact the Mindmill Helpline on +44 (0)845 0755 844 between the hours of 9am and 5pm.

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