Good recruitment agencies find the right balance between client and candidate wants and needs.

We all have expectations about our lives, from how long it will take to get to work to whether or not we’ll win the lottery. How we view those expectations depends on what we base them on, be it years of sitting in the same traffic jams or a rudimentary knowledge of probability.

But when it comes to the world of work, our expectations are not only more complex, including our aspirations for the future as well as our experiences to date, but are also counterbalanced by the expectations of our employer.

The term ‘psychological contract’ was coined to encompass the unwritten expectations that come from both sides in the workplace, and reconciling the two is recognised as crucial to employee satisfaction and corporate success.

For recruitment agencies, things become even more complex because there are now three parties involved, with the agency stuck in the middle of two sets of expectations. An agency is like a window between client and  candidate, and it has to make sure they each get all the information they need to decide if they like what they see on the other side.

Candidates come to a recruitment agency because they believe that agency can find them the job they want, save them time and help prevent them making mistakes. A client company wants the agency to find them the employee they want, save them time and prevent them from making mistakes, too.

These expectations sound identical, I hear you say, so what’s the problem?

Not just a number

Let’s have another look at the candidate. Whatever the reason for the move, they will be relying on the agency to understand the market for their particular skills and expertise and to be able to direct their CV to companies where it will have the greatest chances of success.

One of the biggest turnoffs for candidates is when agencies make them feel like a number, and this is best exemplified when the candidate finds their CV has been sent to all and sundry without any effort to match them to the position. The candidate should therefore research agencies and find a recruitment consultant who makes the effort to understand their expectations of a new job.

Similarly, the client will expect the agency to send them CVs that match what they are looking for. So the consultant must fully understand not only the candidate’s qualifications, but also the job description and any other requirements from the client.

Don’t be surprised if this means face-to-face meetings and, especially for the client, several rounds of contacts – the consultant has to invest this kind of effort up front in order to focus their search to everybody’s benefit. And a good recruiter knows it’s not just about words on a CV page, but also exploring the personal and cultural fit between the company and the individual.

Sometimes things fall into place quickly, but normally the recruitment consultant has to balance two very different expectations of timing. Someone who has decided to move has already started to cut their ties to their current employer, and will be in a hurry to find their next job. A client company will want to make sure they get the right person, and, particularly for more senior positions, could be prepared to take months or even years over their selection.

A step-by-step process

The consultant will have to have a clear understanding of the process from the client’s perspective, and then help the candidate to be patient by making sure they realise how many steps are involved and how long each stage will last. Notice periods, search times, writing the job description and candidate requirements, agreeing the basis for the relationship between client and agency at the outset – everything takes time, but a professional recruiter will not skip any steps.

A recent survey found 79% of healthcare sector companies are experiencing recruitment issues, with almost 80% stating this was a result of not finding enough candidates with the right skills or motivation –  recruitment agencies have their work cut out to manage client expectations in a candidate-driven market.

But whatever the market, the best outcomes result from  transparent processes, rigorous attention to detail, and efficient, timely communication with all parties involved – in short, ethical and professional behaviour.

Look for a recruitment consultant who can see both sides of the picture, and you’ll find that they could not only manage your expectations, but could even exceed them.

Questions to ask your recruitment consultant

Candidates

How well do they know the sector?
What is their assessment of your prospects, expected salary range etc?

Will they pass you to another company if they can’t help?

Do they offer career guidance, interviewing tips and other support?

How will they communicate with you?

How often will they contact you during the process?

Will they give you a recruitment timeline?

Will they give you feedback from interviews?

What happens after you start your new job?

Clients

Do they know your sector well enough to understand the type of person you need?

Can they advise on current salary levels?

How will they address your confidentiality requirements?

How will they manage communications?

Can they provide an interim employee if the position is critical?

Will they develop a realistic recruitment timeline with you?

Can they provide psychometric testing and any other assessment procedures you require?

How will they follow up after interview and after a candidate is employed?

Tarquin Bennett-Coles is the UK business director for clinical and medical at DOCS International, a leading staffing organisation specialising in the healthcare sector across Europe. www.docs-int.com