Guidelines & Policies
Only applicants can request changes to their applied position, city, hub, and contract type/hours through WFS. We handle these requests by simply updating the appropriate field on Fountain.
Note: If employees request a contract change, please forward it to People Services, as it follows a separate process.
Ensure that the requester is an applicant:
Verify employee data on Zendesk; the presence of an employee ID and other information indicates current employment or previous employment (rehire).
Check SAP and Quinyx; an active profile confirms current employment, while an inactive profile suggests prior employment (rehire).
Review Fountain stages; if stages like Approved or First Shift Scheduled, or other visa-related stages are present, it indicates that they are indeed an employee or a former employee, and not a new applicant.
We have a rehire ban due to limited contracts in all cities, and therefore, we cannot make changes for rehire applications. Move them to Waiting List(Rehire) stage on Fountain until further notice.
There are mainly 3 kinds of applicant contract change requests.
Applicant wants to change location (city and hub or just hub in the same city).
Applicant wants to change the contract type/hours.
Applicant wants to change position.
To change the city, update the Job by navigating to More actions > Move to... and select the desired city while retaining the current position and stage. Further action required (See step-by-step).
For a position change, update the Job through More actions > Move to... by selecting the requested position, keeping the current city, and choosing the appropriate stage. Further action required (See step-by-step).
Contract type/hours can be updated directly under ‘Details’ and no further action required.
IMPORTANT: If an applicant is on Contract Signature stage, it is advised not to update any of the requested changes as the existing contract (to be signed in 48 hours) will need to be cancelled, to prepare a new one. However, if the applicant insists, we need to update these contract changes and move the applicant to the appropriate stage.This is usually Review Fields stage but if it’s a position change then Assessment Centre or EduMe.
💡 Riders have the new platform EduMe to complete their assessment while Pickers/Operations Associates undergo the Assessment Centre test in-person.
If an applicant is on Contract Signature Waiting List stage and wishes to update their position from Rider to Operations Associate, we still need to move them back to Assessment Centre stage, as they need to complete this stage. Similarly, if they want to change their position from Operations Associate to Rider, we move them back to EduMe.
🚨 Regardless of the current stage, when a position change is requested, we consistently move the applicant back to the respective stages.
Other info (SSN, IBAN, tax ID)
Applicants often upload documents related to their bank details, Social Security Number, or Tax ID and want to update it.
If the applicant wants to update any piece of information such as IBAN, BIC, SSC, or Tax ID and they are in the Assessment Centre stage, we do not process such requests; we inform them that they will be asked to provide us with this information later in the application process.
🚨 Alert! When it comes to information like IBAN, BIC, tax ID, and SSN, we upload them when they're missing even when someone is on CSWL stage ( after checking if it's actually missing).
Go to Secure Fields and click on ‘Show Empty Fields’ to update such information.
Remember that all fields in Secure Fields need to contain numbers and letters WITHOUT SPACES.
Useful Link: Secure Fields
Step-by-Step
This page will take you through every step of the process to handle contract changes for applicants.
Change in contract queue contains mainly three types of tickets:
The applicant wants to change location (city and hub or just hub in the same city).
The applicant wants to change the contract type/hours.
The applicant wants to change the applied position.
In each case, we change the applicant's profile in Fountain accordingly.
Please note that we are able to do this since it is an applicant. If the employee has signed the contract, then it becomes a different process and is handled by People Services.
How do I make changes to an applicant’s contract?
We identify the ticket regarding the applicant's contract change request using Zendesk.
Zendesk: Click the icon of the "Little man" on Zendesk to check if the applicant sent another ticket with the same request. If yes: Merge the new ticket into the old ticket.
Check what kind of changes the applicant wants to make, both on the left-hand side and within the context of the message.
Copy the applicant's email address.
Navigate to Fountain.
Click the "Search Applicants" field and paste the copied email address.
Click on the applicant's profile.
Zendesk: Double-check which information the applicant wants to update. It could be more than one in a single ticket.
Alert! When someone wants to change the city or position, we do it via 'More Actions' in order to move the applicant to the correct funnel, but any other changes like contract type/hours or just hub within the same city are made in the profile directly by just editing existing fields under Details.
Fountain: Click "More actions”.
Click "Move to...”
Click the "Job" field and type the requested city. For a position change, a similar process is followed, scroll down to the end of this step-by-step guide for more information.
Make sure to keep the same position if not requested otherwise.
Choose the correct funnel from the dropdown.
It is very important to choose the same stage that the applicant was on in the previous funnel in case of a city change.
Choose the correct stage.
Click "Submit”
After changing the funnel, it is crucial to also change the APPLIED CITY field to reflect the changes.
Information from this field will later be put in the Info Sheet that applicants need to sign together with the contract.
Click "Save”.
Then one last change - Hub field.
Copy the hub code from the Zendesk ticket - eg. DE_DUI_RHEI
If the applicant has not mentioned a preferred hub, contact the employee in the Zendesk ticket and confirm with them first.
Click this text field 🖊️ and paste the copied code.
Click "Save”.
💡 Tip! Some of the cities have different Hub fields: with dropdown or radio buttons to choose from. If this is the case then you don't have to copy the code just choose the correct option, usually with the hub's name & address.
Click "Add Note”.
Type what changes you made.
Alert! Remember to copy and paste the link to the ticket for reference (just in case).
Click "Save”.
Go back to Zendesk.
Apply macro "DE > EN > Updating application profile”
Replace the “XX” with what kind of change you made (in this case new city and hub).
Click "Submit as Solved” & “Stay on ticket”.
Add an internal note and submit it as solved again.
💡 Tip! Changing contract type/hours is very similar: You edit fields EMPLOYMENT TYPE, MAX WEEKLY HOURS, and PREFERRED WORKING HOURS under Details to reflect the applicant's request.
Tip! When changing employment type we need to be aware of what type of VISA or work permit the applicant has. For example, a Working Student can only have a Working Student or Mini-job contract.
Update: We do not offer Minijob contracts and 12h Working Student contracts are the maximum amount of hours that we offer at the moment.
Position change
When an applicant wants to update their applied position, a similar process is followed. Click on the "Job" field, enter the requested position, and select the same city unless specified otherwise.
It is very important to choose the appropriate stage instead of the same stage that the applicant was on in the previous funnel in case of a position change.
When changing the position of Rider to Ops Associate/ Picker:
Update the position on the Fountain profile
Change the job on More Actions -> Move to -> Change DE- XXXX - Rider to DE- XXXX - Ops Associate. XXXX stands for the city of application. Eg. Berlin/ Munich/ Hamburg/ Leipzig
Move the stage to the Assessment Centre.
Make sure to not change the city of application until and unless requested by the applicant.
When changing the position of Ops Associate to Rider:
Update the position on the Fountain profile
Change the job on More Actions -> Move to -> Change DE- XXXX - Ops Associate to DE- XXXX - Rider. XXXX stands for the city of application. Eg. Berlin/ Munich/ Hamburg/ Leipzig
Move the stage to Edu Me. (All rider's go through an online assessment through Edu Me)
Make sure to not change the city of application until and unless requested by the applicant.
Flowchart
Tools
Zendesk : Receive a ticket via Zendesk
SuccessFactors SAP: To verify if the applicant is a rehire
Fountain: To access the applicant's profile
Rehire Detection Engine (Optional) - To double check if the requester is a rehire or a new applicant
Review Fields 2.0(Optional) - In case applicants have several preferred cities and want to update to a city with more openings, this sheet displays the hiring targets for all cities in Germany for a particular week.
Macros
Macro name | Description |
DE > EN > Updating application profile | The applicant wants to update position/city/hub/contract type & hours in their application profile. We make the necessary changes. |
" | The applicant wants to change/update their address or contact details to fulfill their application. |
" | The applicant wants to update/change their bank details to fulfill their application. |
" | The applicant wants to update/change their health insurance information to fulfill their application. |
" | The applicant wants to update/change their social security number to fulfill their application. |
" | Applicant wants to update/change their Tax ID to fulfill their application. |
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Contact reasons
Contact Reason | Description |
Growth > Hiring Process > Application Status Check | The applicant is asking for an update on their application. |
Growth > Change Request > Position | The applicant is requesting to change their position. |
Growth > Change Request > Contract Type/Hours | The applicant is requesting to change their contract type/hours. |
Growth > Change Request > Hub | The applicant is requesting to change their hub. |
Growth > Change Request > City | The applicant is requesting to change their city and hub. |
Growth > Personal Information > Tax ID | The applicant is requesting to update their tax ID. |
Growth > Personal Information > Social Security Number | The applicant is requesting to update their SSN. |
Growth > Personal Information > Health Insurance Provider | The applicant is requesting to update their health insurance provider. |
Growth > Personal Information > Bank Account | The applicant is requesting to update their bank details (IBAN & BIC). |
Growth > Personal Information > Address/Contact Details | The applicant is requesting to update their address/ contact details such as email or phone |