Recruitment Matters- March 2015 by Redactive Media Group

Recruitment Matters Issue 32 March 2015

Big names awarded Audited Education status Four of the biggest names in education recruitment have been awarded REC Audited Education status. Reed, Hays, Randstad and Capita are now among an elite group of recruitment companies who have been awarded the REC’s ‘gold standard’ for education recruitment, joining over 50 other agencies that have passed REC Audited Education. The REC Audited Education scheme assures schools that agencies supplying teachers and nonteaching staff in England and Wales have undertaken rigorous legal checks and assessments. Organisations undertaking the audit are required to complete an online diagnostic assessment, after which they are visited by REC auditors who review processes and procedures about safeguarding, client relationships and adherence to relevant legislation. REC chief executive Kevin Green says having four of the biggest recruiters pass the audit is no mean feat. “By undertaking this specialist audit, recruiters are measuring themselves

What’s inside The 2-3 Intelligence and REC Talk Is 2015 the year of the recruiter? Plus regulatory changes and the need to Scale Up

4-5Mission Control against the highest industry standards,” he says. “The fact that these four major agencies have all chosen to be audited by the REC shows the level of conﬁdence that business leaders have in the product. We encourage other agencies to talk to us about the beneﬁts of being audited both in terms of improving levels of service and demonstrating their compliance to potential clients and candidates.” Managing director of Oxford-based Data for Education Info Professor John Howson says the more recruiters embracing the REC’s standards, the better. “If getting full-time permanent teachers is going to be more of a challenge, and if we do need to use temporary teachers, they

should be provided by agencies with the highest quality standards so everybody can be assured in the quality of teachers for the children,” he says. Managing director at Hays Education Martyn Best says the award will help them grow. “This award recognises our high levels of professionalism and will help us to continually attract the highest calibre of candidates to work in education and ensure the safeguarding of children. The gold standard is a testament to our best practice procedures and compliance policies that ensure we deliver the highest standard of service to our clients.” For more information about the REC Audited Education award, visit www. rec.uk.com/auditeducation

Just how important is a mission statement when launching your new recruitment business?

6Legal lowdown

The importance of terms of business and your statutory obligations

Institute of Recruitment Professionals Zoe Crawley from LeapFrog and High Point Recruitment’s Rebekah Handford

and 8 Events Training Sign up for the latest training courses, see if Scale Up Live is in a town near you, take a look at our Corporate Blog

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09/02/2015 16:01

Leading the Industry

the intelligence 40

■ Upper quartile ■ Median ■ Lower quartile

30 20 %

Make the most of 2015

Fig 1: RIB members revenue growth

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Nina Mguni, senior researcher at the REC, explains

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now at pre-recession levels in permanent recruitment. The report also found that single operators are the largest proportion of businesses commanding margins of 20% or more for temporary/ contract recruitment. Similarly, fortunes look good for single operators seeking to scale by opening additional branches, as small businesses with multiple branches place 28% more permanent candidates than the industry average. The REC’s new report, ‘7 Secrets of a successful recruitment entrepreneur’, sets out some of the key considerations for people who wish to tap into their and their staff’s entrepreneurial spirit and grow their business. There are many factors that go into becoming a successful recruiter but this report draws on the views of 10 successful ownermanagers from businesses of varying size and scale. The lessons should give useful insights to recruiters who would like to take their business to the next level. By the end of this year, we are likely to have even more agencies in the market, particularly at the tail end of the industry among the small and medium enterprises. The challenge for new entrants will be to sufﬁciently distinguish themselves from competitors and making sure they are ready to capitalise on the uptick in the economy.

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Fig 2: Recruiter employee growth 40

■ Upper quartile ■ Median ■ Lower quartile

30 20 %

As business confidence continues to strengthen the UK is seeing something of a renaissance in entrepreneurialism. According to Companies House figures, 581,173 new businesses were created in 2014, up from 500,000 in 2013, 484,000 in 2012, and 440,600 in 2011. The recruitment industry is a major part of this trend. In October 2014 there were 19,440 VAT-registered employment agencies, the highest number in the last five years, with 18,180 new agencies entering the market in the previous 12 months. We are likely to see more and more recruiters making the switch from consultant to manager to owner manager, and those small business owners may see 2015 as the year in which they go for growth. There are and will be greater gains to be made in the recruitment industry due to higher rates of job churn, as more candidates become confident in looking for a new job. Falling candidate availability and skills will encourage clients to turn to agencies to find talent. There are clearly opportunities for small businesses entering the market. Data from the REC’s Recruitment Industry Trends Survey 2013/14 corroborates this view. Single site agencies have rebounded, particularly compared to small, medium and large multiples, and are

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Recruiters are accelerating! For the past few months we have talked about the strong revenue growth that recruiters have been achieving. The great news this month is that we now have a full 12 months of accelerating revenue growth. Recruiter revenue growth (Fig 1) has been steadily accelerating since October 2013 when revenues were growing below 5%, whereas in November median recruiter revenue growth continued to accelerate to over 19.5 compared with November 2013. Indeed a quarter of recruiters are growing their revenues at over 36% – a very welcome performance. Sadly, this stunning performance is not being enjoyed by all recruiters, with a quarter seeing their revenues actually shrinking. This strong revenue growth has allowed recruiters to expand and add to their headcount. As shown in Fig 2 the median recruiter is growing headcount by more than 10% compared to last year; even the lower quartile of recruiters are adding to their headcount compared to last year. The net impact of growing revenues and expanding headcount is that annualised turnover per fee earner has actually been falling; median annualised turnover per fee earner at just over £380,000 per year is 9% lower than a year ago. However, this decline in profitability is of less concern as the good news is that net disposable revenue per employee is actually 3% higher than it was a year ago. • Chris Ansell is chief financial officer at Recruitment Industry Benchmarking (RIB). The RIB Index provides bespoke confidential reports on industry trends. See www.ribindex.com; info@ribindex. com: 020 8544 9807. The RIB is a strategic partner of the REC.

www.rec.uk.com 09/02/2015 16:02

Leading the Industry

Tom Hadley, director of policy and professional services, looks at policy changes and the impact for recruiters

The policy ‘Scale Up’ Demand for staff is going through the roof in many sectors and recruiters are scaling up at a furious pace. As well as boosting growth by harnessing the right business support and staff training, how can recruiters use upcoming public policy and legal developments to their competitive advantage? And how can we at the REC best support this? 1) Spoonful of sugar. There’s a glut of regulatory changes in the pipeline as the government looks to clear the decks ahead of May’s election. As well as the long awaited review of the Conduct Regulations, new reporting requirements come into force in April. We’ll also be keeping an eye on other hot topics such as data protection and travel & subsistence schemes. Dealing with all of this risks creating a distraction at a time when recruiters are flat out and looking to maximise new opportunities. Our ambition is not only fight for the best possible outcome for the industry, but also to provide as much practical support as possible. Practical support is the spoonful of sugar that will help the regulatory medicine go down. 2) Building blocks. Demand for staff is on the up but managing risk remains a major priority for clients. Being able to demonstrate compliance is a basic but crucial building block in the quest to seize new market opportunities. On a general note, the fact that all REC members have now passed a compliance test is a strong ‘pitch’ in our ongoing discussions with government and employers. 3) Market levellers. Uncertainty over the legitimacy of various tax models and the lack of a level playing field is a potential barrier to growth. Recent announcements on issues such as travel & subsistence schemes are significant and long overdue. For recruiters the key is to stay up-to-date with the latest developments and prepare for any changes that may be made to current procedures. 4) New horizons. Being plugged into the latest policy developments can help drive growth. For example, the REC is represented on the government’s Professional & Business Services Trade & Investment Group, which aims to help UK companies seize new opportunities in overseas market. The support on offer includes access to UKTI trade delegations to emerging markets. Our aim here is to help REC members tap into various government initiatives and seize new opportunities. • You can follow Tom on Twitter @hadleyscomment

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The View The recruitment market is growing – the REC predicts by 9% in 2015. The question for directors and owners of recruitment businesses during an expanding market is whether to carry on as you have been and benefit from a rising tide, or else to scale up business to take advantage of the positive market conditions. If you choose the latter then the REC is here to help. We have developed a comprehensive set of tools and interventions under the title of ‘Scale Up’ to provide the guidance, insight, knowledge and all the skills you will need to develop your business and achieve sustainable growth. We have just launched a great piece of research called the ‘7 Secrets of a successful recruitment entrepreneur’. It maps out the path that many others have taken to build a great recruitment business. Please take a look because it’s jam-packed with good advice from those that have been there and done it. We believe that the conclusions of this research are so valuable to our industry’s entrepreneurs that we are taking it on the road, so look out for ‘Scale Up Live’ coming to a city near you. Up next are Leicester and Sheffield on 24th February. The ‘Scale Up’ campaign also includes social media workshops, toolkits, masterclasses and podcasts. A few people have questioned why the REC is undertaking this campaign – those people who think that our job is to deal with government and the media on the industry’s behalf and nothing else. However, I think it’s clear that the REC is here to do more than this. I believe it’s critical that we help our members be as successful commercially as they can be. This will create more jobs in recruitment and we will have bigger and better organisations. The industry has improved its reputation over the past few years. There is no doubt that we are more professional and compliant than ever before. This year we will help more candidates get jobs and even more businesses secure the talent they need. What we do is important. We are in demand, so why not take the opportunity to scale up your business so you can be even more successful in 2015 and 2016? • If you want to keep up to date with all things jobs and recruitment, follow me on Twitter @kevingreenrec

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09/02/2015 16:02

The Big Talking Point

Mission Control I

t’s 2015, and you’re hungry for something a little different. The only thing that will sate your appetite is starting your own recruitment business. The latest Recruitment Industry Trends survey predicts the UK recruitment market could shoot by its pre-recession high and generate £28bn in revenue this year. Businesses, too, are keen on building their ranks and capturing new talent. It’s the friendliest market employers and employees have faced in years. Building a new business is about more than latching onto a moving market. The prevailing thought is that entrepreneurs need a sense of purpose in their work – the more explicit the better. It’s more than work: it’s a mission. But what is a mission? Is it marketing fuzz or a guide for sculpting the face of your business?

ﬁlled with meaningless jargon and empty buzzwords – I believe the mission statement may have given birth to everyone’s favourite buzzword, ‘synergy’ – these statements often serve as nothing more than noise on a company’s About Us page. That’s unfortunate.” There’s a school of thought that says a company’s mission should be more than PR pabulum. Ideally, it charts the course for a new business. American entrepreneur and Forbes columnist Patrick Hull agrees. He has written extensively about mission statements and says they’re a must-have for any business, young and old. “Don’t

Defining the mission “In the last 20 years or so, mission statements have gotten a bad rap in the business world,” writes John Hall, chief executive of Inﬂuence & Co, an American PR company that helps businesses grow their proﬁles. “They’re often

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underestimate the importance of a mission statement,” he writes “Every entrepreneur should write a mission statement early on because they provide you and your employees with the framework and purpose. If you don’t have one, you need to get one.”

He lists four key questions every mission statement should have: • What do we do? • Whom do we do it for? • How do we do it? • What value are we bringing? The mission statement for one of Hull’s companies, Bizilla, reads: “Our mission is to help connect people who want to

sell a business with people who want to buy a business. [What do we do?] “We provide business owners and brokers with ﬂexible options for listing their business online. [Whom do we do it for?] “For buyers, we offer helpful tools such as our saved listings feature and customized email alerts to make ﬁnding the right business easier.” [How do we do it, and what value are we bringing?] We see it ticks off every question and leaves no doubt about what the business is trying to achieve.

www.rec.uk.com 09/02/2015 16:03

How important is a mission statement for a new business? Recruitment Matters editor Michael Oliver finds out.

Mission Control to Recruitment Fledgling companies can use their missions to shape their goals for their ﬁrst year of operation. Chief executive of Phaidon Press Adam Buck says a mission can be melded into a cohesive plan. But he is quick to remind entrepreneurs not to lose sight of the target. “There are usually two types of organisation,” he says. “One guy goes down the lifestyle business – it is a lifestyle more than a growth business, and they are not looking to expand. Think about what you want to achieve before setting out the business. If it is a lifestyle business, there is nothing wrong with that. But if you want to create a big business but then create a lifestyle business, it is hard to turn it around. Think about what you want to achieve. “Have a model and a plan, even if it is year by year, then it is something to fall back on to understand what good looks like. This includes individuals and clients that you work for. There is no point in you working with a client whose specialisation or pricing structure doesn’t ﬁt yours. Think about what you are good

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Karen Mattison is no stranger to success. She and co-chief executive of Timewise Recruitment Emma Stewart are riding high after being named winners of the Institute of Directors’ Breaking the Mould award late last year, adding to a list of accolades stretching back to 2012. But success was earned – Timewise was the product of dogged determination and stone cold hard work. “Timewise is a business really that was borne out of my own very negative experience as a candidate in the market 20 years ago,” Mattison explains. “I was told what I wanted wasn’t possible: I wanted to work four days a week in a senior client-facing role, and I was told that was not possible for my career.” Mattison and Stewart collaborated on a recruitment business championing the benefits of flexible work. “We saw a massive supply of candidates who wanted flexible work, and a huge amount of businesses who had a huge amount to gain from them, both small and large. It felt like the recruitment industry was not putting the two together, which seemed like a real market failure to us.” And so Timewise came to be, and almost 10 years later its primary goal of matching flexible candidates with

The Seven Secrets As part of the new Scale Up campaign, the Recruitment & Employment Confederation has released the third part in its Seven Secrets series: ‘7 Secrets of a successful recruitment entrepreneur’. Among a host of stories and advice from successful recruitment entrepreneurs, the report details the importance a mission is to the success of a recruitment business. To download the report, visit www. rec.uk.com/scale-up/7-secrets-of-asuccessful-recruitment-entrepreneur

iStock

at and what you can deliver,” he says.

clients holds true. Mattison says that mission was integral in the company’s growth and success. “The mission that gets me up in the morning hasn’t changed – and that’s to unlock the flexible jobs market in the UK. That informs everything I do,” she says. “The ethical social mission that underpins unlocking that market totally affects that. It helps every day and it helps the team here at Timewise. They know what the big picture is and it’s a change that we’re working towards.” The company’s sense of purpose is what drives its success, she says. That overarching sense of duty fills its walls and keeps standards high. “People are brought into doing something bigger than their own job; they feel it, and our retention of good people is very high,” Mattison says. “That’s because the people who work here really believe in what they are doing.” And would Timewise be where it is today without its guiding mission? “Our mission is everything. It helps navigate that path to unlocking the UK’s flexible jobs market. Without that guiding mission, it would be much more difficult,” she says.

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09/02/2015 16:03

Legal Update

The importance of terms of business Charlotte Allery, REC legal advisor, explains the legal obligations for recruitment companies and possible future changes When taking on new business and expanding a client base, recruitment companies need to ensure that their interests are protected through robust terms of business. This not only makes commercial sense, but there are also statutory obligations that your company must consider. The Conduct of Employment Agencies and Employment Businesses Regulations 2003 (the Conduct Regulations) impose a legal obligation on employment businesses to agree terms with a client before first providing services to them. The terms that must be included are: 1. A statement that the employment business will operate as an employment business (ie. that it will be supplying temporary workers) 2. Details of any fee payable to the employment business, including the amount or method of calculation and the circumstances in which refunds/rebates may be payable. If no refund/rebate is payable, a statement should be included to that effect; and 3. Details of the procedure to be followed if a worker introduced or supplied proves to be unsatisfactory. These terms must be provided to the client as soon as is reasonably practicable, but must be agreed before the services are first provided (ie. before a worker is first supplied to the client). We also receive numerous calls on the REC legal helpline from employment businesses whose clients have directly taken on workers that the employment businesses have supplied. The question our corporate members are keen to know is: ‘Can we charge our client a transfer fee?’ The Conduct Regulations require that the following three

conditions are met for an employment business to charge a client a transfer fee: 1. The terms of business must contain an express provision allowing the employment business to charge the client a fee on transfer of the worker; 2. The terms of business must also contain the option for the client to elect for an extended period of hire, instead of paying a transfer fee. The terms of business must state the length of notice the client is required to give when they have decided upon an extended period of hire. The terms should also address the fact that the employment business may be unable to supply the worker for the extended period of hire (for example, should the worker be unavailable) and that a transfer fee will become payable should this occur; and 3. The transfer of the worker must take place within the statutory ‘relevant period’. This is defined as either 14 weeks from the beginning of the first assignment, or eight weeks from the end of the last assignment, whichever ends later in time. Please note that if one or more of these conditions are not satisfied, your business will be unable to charge a client a transfer fee. The REC model terms of business with a hirer for the supply of temporary workers already contain the above three conditions at Clause 8. The REC also produces a guide to the Conduct Regulations, which can be found here. However, please be aware that we are awaiting amended Conduct Regulations (expected to come into force in 2016). It is anticipated that the conditions regarding transfer fees will remain, but this may be subject to change. The REC will keep members updated with any developments.

Business development: It First Cloud or server-based systems: how to futureproof your IT system. Having the correct IT systems in place is of paramount importance in today’s digital age. Choosing the right system can have a fundamental impact on the efficiency, cost and growth potential of your business. There are a wide variety of technologies available, which execute a number of different tasks including email, telephony, customer relationship and content management systems. So how do you choose the right system for you? The system needs to work for you, not you work for the system. Changing the way people work is counterproductive, therefore it is essential to find a technology that complements your workforce, so you don’t waste time or money improving or changing it as your business grows. Futureproofing your system means planning for the future. The question is not where I am now, but where I want to be in 12-24 months. Make sure your systems are capable of scaling up and

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are aligned with your business plan. As your business grows, your systems need to facilitate expansion and still be cost effective. If there is a large jump in the pricing structure as you grow, make sure you are aware of the costs. How can we help? IT First, an REC-accredited Business Partner, provides full helpdesk and onsite support for all your IT needs. Working with all shapes and sizes, IT First provides a ﬂexible and friendly service, and works with you to develop your IT systems and ensure you get the best solution and level of support needed. As part of our partnership with the REC, we provide a full free-ofcharge Audit process to identify where changes and savings can be made. Should any member sign up for a 12-month contract, we will provide you with a free tablet. Call IT First today on 01444 237219 or email sales@itfirst. co.uk. For more information about how IT First can support your needs, visit the website at www.itfirst.co.uk

www.rec.uk.com 09/02/2015 16:05

Inspiration

Behind the scenes at the Institute of Recruitment Professionals Zoe Crawley from LeapFrog is one of the first students to receive the new Level 4 Diploma in Recruitment Management (QCF)

Congratulations on being one of the first recruiters to get one of the new Level 4 Diplomas in Recruitment Management. What made you choose the course? I’ve always been keen to take on extra study, and after studying for the Certificate in Recruitment Practice, I thought the next best step would be to take on the diploma. Being based in Guernsey must mean you cover some interesting sectors… The majority of our clients are finance-based, but having said that we cover a lot within that, like banking and trust funds. My specific area is the temp desk – and I run that myself and oversee all the work there. I spend a lot of time thinking on my feet, but it’s good to self-manage. Every day is different: sometimes you come into work with a plan, to find it blown out of the water, but that’s the fun of the job. How has the past 12 months been? It’s been really busy. We weren’t hit as badly as the UK by the recession – the Guernsey market slowed down slightly, but we still had a good flow of candidates coming in. But in the last year we’ve had an influx of more candidates. We’ve got a lot of potential for the New Year. What prompted you to choose recruitment as a career? I did a history degree, and the main point I got from that was communication and research skills were important. I wanted to get into a job that used those skills. When the opportunity came up to work at LeapFrog, I jumped at it. What advice would you give yourself on your first day? Always ask lots of questions and build upon on every kind of experience you have because every experience you have will be positive in the long run.

What I know Rebekah Handford is the managing director of High Point Recruitment

The importance of the candidate experience For all recruiters, the challenge is getting the right candidates and giving them the best possible experience so that they value the expertise we deliver. Look for a personal experience Recruiters need to look deeper when developing relationships with a client. It’s not just about ﬁnding a person to do a job – it’s about learning what that business does and understanding their forward strategy. Having this insight allows you to match aspirations and expectations, and that’s how you end up with longevity in the workplace. The recruiter is like a marketing person who sits between the candidate and the client. But if you’re going to take up their time, you need to have a greater understanding of an organisation’s purpose for hiring. The face of the candidate By the time a candidate meets a client, it should be a case of the client asking “Does the face of this person ﬁt here?” The client should know everything about a candidate before they select them. That’s the difference between having an hour-and-a-half long interview and a 45-minute one. The challenge is to educate all parties and offer them the full 360 degree treatment of how a recruiter works. The most important tool It’s the internet, but not to the detriment of the telephone. Email is very important, but you really need to harness the art of communication, both written and verbal. There’s such a mix in the digital word and the approach is so much different than it was 20 years ago. Recruiters must be willing to pick up the phone and speak because you can establish a relationship much more quickly. Listen, but be ready to talk Really good recruiters listen a lot, but ask a lot of questions too. We need to be competent enough to deliver fast, but we also need to educate clients and help them see whether their requests are realistic or not. It’s about listening to their needs. Less experienced recruiters worry about fees and numbers, but it’s got to be about the bigger picture.

To keep up to date with everything the Institute of Recruitment Professionals is doing, please visit www.rec-irp.uk.com

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09/02/2015 16:06

Events and training

Scale Up Live Scale Up Live is heading to these cities in late February, March and May: February: Sheffield, Leicester March: Edinburgh, Cardiff May: Cardiff, Gatwick REC chief executive Kevin Green is hosting the events, and he says they are a fantastic opportunity for recruiters to learn how to take their businesses to the next level. “In these sessions I’ll be talking about market trends, outlining which sectors are growing and where you should be positioning your business. I’m also going to be talking about some of our policy activity and how we’re working with our members to try and influence government,” he says. “At the core of this event will be the ‘7 secrets of a successful recruitment entrepreneur’ report, which talks about lessons you can learn from industry leaders and how to apply these within your business; so then your business scales up, makes more profit and is more successful over the next few years.” For more information about the Scale Up campaign, visit www.rec.uk.com/scaleup

Thinking about training? Upskill your staff with the Recruitment Business Academy The Recruitment Business Academy (RBA) is one of the most respected and widely recognised training providers in the recruitment industry. We make our aim very clear: to understand you and your business and to provide the support you need. Whether you are looking for a short, sharp sales improvement session, need to improve team motivation or require a senior-level leadership programme, we can provide training to help you. Our training programmes are available at various locations around the UK and we can even deliver them at your ofﬁces. If you would like to discuss the Recruitment Business Academy training offer in more detail, visit www.rec.uk.com/rba

Course coming up Recruitment Law – Understanding the Essentials

Advanced Management Skills

Essential Skills for Permanent Recruiters

Introduction to Recruitment Practice

16 April - Glasgow

17 March - London

23 April - London

20-21 May London

22-23 April Newcastle

£389 (member) £595 (nonmember)

£699 (member) £915 (nonmember)

£389 (member) £595 (nonmember)

19 March - Leeds

28-29 April London £649 (member) £875 (nonmember)

Keep your finger on the pulse with the REC’s Corporate Blog When big employment news hits, you want strong insight from the best in the industry. The REC’s policy and research experts offer regular analysis of everything in the recruitment market. From legal issues to sector updates, the REC offers compelling insight that doesn’t skimp on details. For a point of view you can trust, visit www.rec.uk.com/blog

Seven secrets of a successful recruitment entrepreneur The last few years have been extremely difficult for the recruitment industry, but as we enter 2015 we forecast significant market growth. Individuals are becoming more confident and are more likely to change roles, skills and talent shortages persist, and starting salaries are increasing. For recruiters, directors and owners who want to grow their business, the next few years will provide an exciting opportunity

to achieve scale. Competition will remain fierce. Entrepreneurs will need more than a good sales staff to succeed. Those seeking to scale up their organisation will need to find ways to improve their profitability – as margins remain under pressure – by demonstrating value to clients while remaining compliant and operationally robust. ‘7 Secrets of a successful recruitment

Recruitment Matters The official magazine of The Recruitment & Employment Confederation Dorset House, 1st Floor, 27-45 Stamford Street, London SE1 9NT Tel: 020 7009 2100 www.rec.uk.com

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entrepreneur’ is part of the REC’s ‘Seven secrets of success’ series. This series is a practical guide offering advice and information from leaders within the industry. This report identiﬁes practical lessons from successful recruitment entrepreneurs, as well as from inﬂuential individuals within other industries. To download the report, visit www.rec.uk.com/7secrets

Membership Department: Membership: 020 7009 2100. Customer Services: 020 7009 2100 Publishers: Redactive Publishing Ltd, 17 Britton Street, London EC1M 5TP. Tel: 020 7880 6200. www.redactive.co.uk Publisher: Aaron Nicholls aaron.nicholls@redactive.co.uk Tel: 020 7880 8547 Editorial: Editor Michael Oliver michael.oliver@redactive.co.uk Tel: 020 7009 2173. Production Editor: Vanessa Townsend Production: Production Executive: Rachel Young. rachel.young@redactive.co.uk Tel: 020 7880 6209 Printing: Printed by Woodford Litho © 2015 Recruitment Matters. Although every effort is made to ensure accuracy, neither REC, Redactive Publishing Ltd nor the authors can accept liability for errors or omissions. Views expressed in the magazine are not necessarily those of the REC or Redactive Publishing Ltd. No responsibility can be accepted for unsolicited manuscripts or transparencies. No reproduction in whole or part without written permission.