A BRIEF INTRO

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 CUSTOMER CARE TEAM INDUCTION

ABOUT PAYDAY
Payday is the last working day of each month, by 5pm. Payments
are made throughout the day so if you check your balance in the
morning, please wait until the end of the day before querying it!

The cut-off day is usually 7 days before payday – it will be

confirmed at the beginning of each month. If you join us after the
cut-off point, then you will be paid the following month.

As you’re on a temporary contract, you’ll be paid from cut-off to cut-off date

based on the shifts completed.

You will receive your payslip two working days after the cut-off to
your work email address. You will have until midnight the
following day to raise any queries.
NOTE: The password to your payslip is your National Insurance Number.

The query process will be sent to you each month along with your
payslip. If you think your pay is incorrect for any reason, follow
the process immediately. All queries received will be resolved I
the following months pay. You will receive a new payslip
reflecting any changes.
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HOLIDAYS
HOW DO THEY WORK?
Everyone on a full-time contract (37.5 hours per week) is entitled
to 28 days holiday entitlement (inclusive of bank holidays) each
year. If you work part-time, you’ll receive the allowance on a pro-
rata basis.

WHEN CAN I USE THEM?

In the customer care department, we are unable to authorise
holidays in November and December. It’s our busiest time of
year, and we need all hands on deck!

What this means is, if you’re on a temporary contract and it ends

before the embargo does, or if you haven’t taken all of your
accrued holiday hours before you leave, we’ll pay you a lump
sum at the end of your employment for any holiday hours you’ve
accrued in that time.

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 NOTE: All absences, for any reason,
are stored in your attendance record.
CUSTOMER CARE TEAM INDUCTION
Failure to adhere to this absence
REPORTING SICKNESS reporting procedure may lead to
disciplinary action.

CALL SUPERVISOR NOT AVAILABLE? WHAT TO REPORT RETURNING TO WORK

If you are too unwell to
work, contact the shift
supervisor by telephone at
least one hour before your
shift is due to start. A text
or email is not permitted.
If for any reason you can’t
get through to the
supervisor, you should call
the campaign
manager instead. Make a
note of their details in your
phone!
Your reason for absence,
when you expect to be
returning to work and
whether there is any urgent
work that needs to be
covered (like a callback or
follow-up email).
You will attend a return to
work interview (via telephone
if you work from home) to
ensure you’re ready and fit
for work before starting any
future shifts.

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 CUSTOMER CARE TEAM INDUCTION

REPORTING LATENESS

CALL SUPERVISOR CONTACT DETAILS

If you are running late for a shift

you should let your supervisor
know at the earliest opportunity,
via telephone. Keep them
updated (regularly!) until you
arrive. They’ll adjust your shift
accordingly, and your attendance
record will be updated.
It’s a good idea to store key
contact details in your phone
for supervisors you share shifts
with. You can find these in the
Welcome Pack and on
Workplace.

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 CUSTOMER CARE TEAM INDUCTION

TARGETS
Attitude
We expect all colleagues to treat
one another with care and
respect – feel like this isn’t 01 Attendance
happening? Please let us know We set a target for 100%
– we’re here to support you! attendance – that means never
missing a shift if it can be
possibly avoided! Be sure to get

04 proper cover for your shifts in

02 advance.

Performance
Punctuality
You need to achieve at least 80%
on a number of metrics such as
quality, productivity and
03 We set a target of 100% for
punctuality too. If you’re ready
knowledge (weekly quizzes). and prepared to work at least 5
minutes before your shift you’ll
never be late.

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 CUSTOMER CARE TEAM INDUCTION

OUR PROMISE TO YOU

Culture
We have a very diverse workforce and
will always ensure we have an inclusive
culture. We encourage individuals to be 01 Discrimination
themselves and embrace every inch of We have a no tolerance policy
who they are. We also firmly believe in towards any form of
happy people and host regular events, discrimination and strive to
have "drop in" sessions where you can ensure every person feels
chat to our Chief Engagement Officer or
04 welcome and supported.

02
HR and conduct regular surveys to see
what we can do better.

Equal opportunities
If you want to progress, all we
ask is that you're a dedicated,
hard worker who's here when
they need to be. We aim to
promote from within and
encourage everyone to apply
for any upcoming positions.
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Performance management
We never force performance
03 plans on anyone, but we will
work alongside those who want
to build their skills. We have a
dedicated management and L&D
team who will go above and
beyond to help you reach your
goals.
 CUSTOMER CARE TEAM INDUCTION
ABOUT ROTACLOUD
WHAT IS IT?
It’s a digital rota management
software used to allocate
shifts, holiday leave, absence
and lateness.
8 © FMOUTSOURCE. All Rights Reserved.
WHY?
RotaCloud lets you see your
upcoming shifts and sends
reminders to a chosen device,
so you never miss a shift.
THE BENEFITS?
You can request leave, see
who’s supervising your
shift, and claim open shifts
to boost your earnings if
you have extra time!
IMPORTANT!
You MUST acknowledge all
shifts assigned to you on
RotaCloud before the
beginning of that working
week!
 PENSIONS

All employees are automatically enrolled when joining. FMO will contribute 3%, and you will contribute 5%
(deducted in your payslip). Note however that all of the following must be true for you to be eligible:
• You earn more than £833/month
• You’re aged 22 or over
• You're below state pension age
• You’re not a director

If you would like to opt out of the pension scheme, you will need to follow the instructions provided in the Welcome
Pack from Johnson Fleming (the pension provider). Use your new policy number to access your account, which
will provide you with the option to opt out of the pension scheme. The Welcome Pack should be with you within 1-2
months of joining the business. If no pack is received, you should inform HR so that they can chase this up on your
behalf.

Further information can be found in our Welcome Pack.

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 CUSTOMER CARE TEAM INDUCTION

COMMUNICATION

We use Facebook for

Business (Workplace) to
keep everyone connected on
a day-to-day basis.

Chat to colleagues and

supervisors, read through the
latest business news and
catch up on briefs and
process updates.

With a familiar UI, we hope

you’ll feel right at home
making friends and joining in.

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SERVING HAPPINESS
We believe happy people create happy customers. That’s why we go
above and beyond to make sure our staff have the best possible experience
– a great working atmosphere, career opportunities and support. We
adopted our strapline ‘Serving Happiness’ to act on our promise to
deliver happiness, and six accompanying values to bring it to life. We
promote individuality and want everyone to be able to express
themselves. If you ever need someone to talk to, drop Tracy Davies or HR
(Emily Greenlees) a Workplace message or email.

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 CUSTOMER CARE TEAM INDUCTION

DAY-TO-DAY
So what should you expect, day-to-day? In short – plenty of opportunities to join in, ways to give back to the
local community, rewards for the hard work you do and so much more. Here are a few examples.

FUNDRAISERS THEME DAYS REWARDS EVENTS

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 CUSTOMER CARE TEAM INDUCTION
WHAT’S NEXT?
WHAT
HAPPENS
First, we’ll take you through the
basics with some Initial Training.
When you’ve graduated, we’ll
launch you into Grad Bay to
support your development.
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TRAINING
PERIOD
After the initial training, you'll
move into Gradbay where
you're heavily supported.
Once you've developed your
skills, you'll flee the nest and
work your normal shifts.
08081 697 627 | www.fmoutsource.com | enquiries@fmoutsource.com

BURY LONDON
FM Outsource FM Outsource
Imperial House Huckletree Shoreditch
79-81 Hornby St 18 Finsbury Square
Bury, UK London, UK
BL9 5BN EC2A 1AH

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