Managing employer needs

To effectively manage the needs of your employers, you will need to recognise that your customers require you to have a good knowledge about them, their needs and their company and to know about all your organisation’s interactions and interventions with them. Most employers prefer one source for their interaction with you as a provider as they can build up a rapport and discuss requirements with that person when they want to, and be allowed to continue their business at other times. They need you to communicate in a way that is relevant to them and in language they can easily understand and offer them flexibility in meeting their requirements. This one source will have responsibility for collecting and using individual customer knowledge in developing and managing the relationship and for keeping an overview of the effectiveness of all interventions you have provided or facilitated e.g. where you have used another provider who can more closely match required needs.  

A customer’s experience of your organisation can be influenced by a number of different elements, from marketing, front line staff, operational delivery, technology, through to quality of resources. It is important that when planning the management of your employers needs you consider how these roles will impact on your customer. 

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