In 2019, NOCN Job Cards acquired the Construction Plant Competence Scheme (CPCS) – the leading skills certification scheme for plant within the UK construction industry – from CITB. CPCS from NOCN Job Cards provides proof that individuals have the required training and qualifications for the type of work they carry out.
There were a number of challenges with the transition which led to the customer support team receiving queries via a combination of NOCN social media channels, emails, and telephone calls. To help streamline the communication, we developed an insight-based social media strategy and set up dedicated Facebook, Twitter, and Linkedin pages specifically for CPCS from NOCN Job Cards which were proactive rather than reactive to the needs of the customer. To understand the customer base better, we examined the nature of the queries received up to this point in a research project to ensure that the new channels would bridge the gap and provide all the answers to the most frequently asked questions.
We also developed a bank of content that could be shared from the channels with useful messages and branded graphics so that they would be instantly recognisable in the social feeds and help to build trust and credibility with both new and existing customers online.
In preparation to handover the new channels to the in-house team, we delivered a social media training session to cover everything from the tone of voice to dealing with negative commentary in the public domain. This provided the CPCS team with everything they needed to strategically manage the platforms themselves going forward with our support as a ‘critical friend’.
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