Recruitment Matters Issue 12 February 2013
Trade Association of the Year
What’s inside
2 The Intelligence Take advantage of free REC research, and net profit margins show a welcome improvement
3 REC Talk Shout to the top: In competitive times it is more important than ever that recruiters boost their brand and convey their strengths to clients and candidates. Marketing special: see pages 4-5.
Respond now to conduct regs review Recruiters are being urged to contribute to the government’s consultation process to reform the Conduct Regulations or the sector could lose out. REC director of policy Tom Hadley says the industry must speak with a collective voice because there are a number of areas of concern with the Department for Business Innovation & Skills’ (BIS’s) plans. These include suggestions that tempperm transfer fees should be abolished and government inspections replaced by a greater reliance on Employment Tribunals. “There is a perception transfer fees act as a barrier to people getting permanent jobs but there is no evidence for that and temp-toperm rates are the highest they have been for years,” says Hadley. “We also need to keep an inspection regime, if perhaps a more targeted one, because it identifies bad practice and many workers will not go down the tribunal route.”
He adds that re-enforcing rules that protect workers from fees and ensure they know their rights are entirely appropriate and mirror what the REC already requires through its code of practice. Another positive from the consultation process could be the removal of unnecessary red tape if BIS is serious about removing costly and complex regulations where it can. The REC plans an extensive communications programme with members over the next few weeks to explain how they can contribute to the consultation process which closes on 11 April. There will be specific webinars and regional sector meetings to enable members to feed in their responses, says Hadley. Minister for Employment Relations and Consumer Affairs, Jo Swinson (left), says her department’s aim is to bring in reform which will enable the agency sector to continue to contribute to a flexible labour market.
Sector-led campaigns are a priority this year says Tom Hadley and Kevin Green talks about relationships
4-5
The Big Talking Point
Targeted and measured marketing is the fuel powering successful recruiters. Are you doing enough to build your brand?
6Business Matters
How one agency defended claims for pay parity under the Agency Workers Regulations 2010, plus news of how online skills testing is an efficient way to verify a candidate’s skill level
Institute of 7 Recruitment Professionals We meet Sam Ferri from Advanced Resource Managers who won the IRP’s Best Newcomer of the Year Award
8 Events and training Head to the regions rather than London for training
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REC Research
the intelligence Research is a secret weapon
Fig 1: Annual change in NDR 20%
Most marketing plans begin with an assessment of market conditions and trends, a process that can inform important decisions around sector coverage, pricing and the approach to sales, says Roger Tweedy
15% 10% 5% 0%
Research is crucial, even if it’s just talking with clients and candidates. You must know your market inside out and understand what your competitors are doing so you can do it better or differently. The REC’s ‘Recruitment Industry Trends’ survey presents the key trends in temporary and permanent recruitment, while our Medium Term Forecast details how we think industry turnover will grow over the next five years. The recent ‘Back to the Future’ report summarises broader recruitment trends. These reports explain how margin pressure will continue and recruiters have a strategic choice to make. They can become a low-cost staffing provider or a more specialist firm that adds value and builds strong local client relationships. An inch wide and a mile deep rather than a mile wide and an inch deep will be the right focus for many small and medium-sized recruiters. Technology is one of the most critical drivers behind any marketing plan. Our new ‘Recruitment 2022’ report details how new and predicted technological change will impact online reputation and shape the recruitment process. Video will emerge as both a standard role profiling and candidate profiling/ interviewing tool. The interview and testing process will thus become an increasingly virtual encounter. Developing a strong ‘unique selling point’ has always been important for agencies. There are several options here: brand development (become known as the ‘fun’ recruiter),
2 Recruitment Matters February 2013
innovate (video candidates, launch your own YouTube channel), focus your propositions on a specific area (become experts on diversity), develop new added-value services (outplacement, on-boarding). For agencies wanting to enhance their core offering to attract clients ‘A Guide to Adding Value’ provides sound practical advice on how to set your business apart from the competition – while also protecting profit margins. Finally, our research is used to benchmark performance, keeping agencies up-to-date with market trends so their marketing strategies remain relevant. Our free monthly ‘Jobs Outlook’ newsletter tracks employers hiring intentions for temporary and permanent recruitment, while ‘Market>i’ summarises the stories that matter. Visit the REC on-line bookshop: http://www.rec.uk.com/research/ bookshop. This year, the full catalogue of REC research is freely available to all corporate members. • You can follow Roger on Twitter @Tweedy_REC
Using a ‘Value Proposition’ to differentiate your business
Candidate
Agency Added value services Employer
Purchasing
-5% -10% Jan Mar May Jul Sep Nov Jan Mar May Jul Sep Nov 11 12
Fig 2: Net profit margin
(net disposable revenue)
5% 4% 3% 2% 1% 0% Jan Mar May Jul Sep Nov Jan Mar May Jul Sep Nov 11 12
Thinking positively In previous editions of Recruitment Matters I have commented on how recruiters are seeing downward pressure on net disposable revenue (NDR), but December brought some positive news. Figure 1 shows that whilst throughout most of 2012 median NDR was lower than at the same time a year ago, median NDR in December was up nearly 2% on December 2011, which itself was up nearly 2% on December 2010. This was the first time since January that we have seen NDR growth. My new year’s resolution was to look for silver linings in the darkest storm clouds. Figure 2 shows that net profit margin (NPM) has recovered strongly in the last 10 months, nearly tripling from February’s less than 1.5% to more than 4.2% in November, due to strong control of overheads. The decline in NPM in December is what we see each year, as recruiters have a full month of overheads, but only two to three weeks for revenue. Overhead control is seen by median employee growth being zero – recruiters are growing the top-line 4.7% in December with the number of employees up only 0.5%. This has allowed fee earner costs to fall from nearly 45% of NDR in June to only 42% in December, expanding net profits. • 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 8 544 9807. The RIB is a strategic partner of the REC.
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Leading the Industry
Join the campaigning choir REC director of policy & professional services Tom Hadley says the REC’s sector-led campaigns will ensure government and employers hear the industry’s voice. Q: What do the following have in common: a new registration scheme for nannies, the personal taxation of IT contractors, the revalidation of locum doctors and gender equality in UK boardrooms?
The View
A: They are all key issues for specialist recruiters that the REC will take forward over the coming months. Our sights are set on influencing the agenda across a range of sectors from healthcare to industrial and driving, through to life sciences, education, engineering, technology, creative industries and many more. Variety is the name of the lobbying game – a fact brought home to me in my very first week (a few years ago, now!). As well as getting stuck into meaty topics like immigration and the EU Agency Workers Directive (it was still a twinkling in the European Commission’s eye then), I remember being handed three lever arch files of NHS contracts for the supply of temporary staff before scuttling off to a meeting on ‘digital tachographs’, which was a hot topic for driver agencies. The sectorial approach to campaigning has created a virtuous circle. The practical input of specialist recruiters has enabled us to make a tangible contribution to key debates. For example, specific skills needs in different sectors. This has increased recognition of the industry and helped us to amplify the views and concerns of each of our dedicated sector groups. Here is a snapshot of priority areas for some of our sector groups: • REC Technology – IR35, skills, security vetting of IT contractors • REC Education – Working with new academies, AWR review, safe recruitment • Association of Executive Recruiters (AER) – Women on boards, executive pay, leadership skills • REC Engineering & Technical – Tackling the skills deficit, diversity, IR35, immigration • Marketing, Media & Creative industries (MMC) – Digital skills, apprenticeships, inclusion • REC Healthcare – Revalidation of locum doctors, procurement, social care reform • REC Childcare – Development of a new ‘nanny register’, safe recruitment, immigration • REC Life Sciences – Pre-empting future skills needs, working with inhouse recruiters • REC Drivers – Procurement and working through Vendor Managed Services An underlying aim of all the groups is to pre-empt what broad changes to a sector and evolving client needs will mean for specialist recruiters. It is also about ensuring that the voices of our different sector groups continue to bolster the booming choir of the industry’s collective voice. For more information, visit: www.rec.uk.com/regions-sectors
It always comes back to the same thing – it’s about relationships. It doesn’t matter what budget you have ring-fenced for marketing materials or under whose job description advertising comes in your business – you are marketing yourself and your business every time you sit down with a candidate and pick up the phone to a client. You can have the most up-to-date website, the fanciest mobile apps and the glossiest full-colour flyers but if you don’t speak the same language as your clients, if you don’t understand their sector or the pressures they are under then you’re not making yourself invaluable to them and you’re not securing yourself a role as a trusted adviser, business partner and supplier. Your expertise and your care and attention to existing and potential customers are what build long-term relationships and ultimately your business’s reputation. As Mary B. Lucas puts it in one of my favourite business books (Lunchmeat and life lessons – look it up on Amazon) what’s the ‘come back sauce’ that you spoon on to every encounter that makes your client return to you without even thinking about going to anyone else? It’s the same with candidates. Your best advert is your quality of service. The general public have a good view of recruiters’ professionalism, but that good opinion increases when people actually turn to a recruiter for help to find a job. Our research reveals that 51% of those polled felt recruiters project a professional image, which increased to 72% among people who have used the services of a recruitment agency. Which is why – as well as providing training, products and services that help you make the most of your business through marketing – the REC is helping you stay abreast of the latest legal, legislative and market developments so that your expertise and professionalism will set you apart from your non-REC competitors. Near the top of our agenda at the moment is sharing your feedback with Minister Jo Swinson at BIS who is managing the review of the Conduct Regulations. This is your chance to ensure that unnecessary red tape is swept away but important checks and balances are enforced. Check out our website for more information or follow us on Twitter @RECPress.
• Follow Tom Hadley on twitter @HadleysComment
• Follow Kevin Green on twitter @kevingreenrec
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Recruitment Matters February 2013 3
The Big Talking Point
Build your brand and your profits Without good marketing a great recruitment business is just a well-kept secret, says Steve Hemsley
R
ecruiters operate in a competitive market and a well-planned marketing strategy will strengthen the business and boost profits. Candidates and clients remain loyal to brands they trust, so make the most of yours. Marketing expert James Nathan (right) will run the REC’s first ‘Creative Marketing on a Shoestring’ course on 11 April (other dates are 20 June and 10 September) and he says recruiters must return to basics. “A lot of agencies have lost the art of selling their brand and building good networks and referral networks,” he says. “They should be out there shaking hands and making phone calls rather than relying too much on email and social media, which is there to back up the physical
networking. The cost here is only their effort. Sending an email is fine but making a phone call is making a proper effort.” Nathan adds that many managers who are training consultants today do not have the experience themselves of networking effectively. “People need to know how to walk into a room full of strangers and they must have a strategy and know who they need to meet.” Whilst networking remains crucial, it is the strength of a recruiter’s online presence which can really impact on how its brand is perceived these days. Thomas Brown (opposite, p5), head
of insights at the Chartered Institute of Marketing (CIM), agrees that networking is still important, but in an ever-evolving marketing landscape all recruiters must allocate more of their marketing budget to digital engagement during 2013. “The current challenging economic climate, coupled with increased pressure to achieve competitive advantage means companies of all sizes must accept that increasingly candidates are using online products such as CV builders, webcasts, Q&A forms and the internet during their employment searches,” says Brown. “This is in addition to pursuing direct dialogue with organisations themselves through channels such as Twitter and LinkedIn to set them apart from competitors and to gain an advantage.”
CASE STUDY: Tate’s modern marketing approach Charlotte Woodward, divisional marketing manager at Impellam Group which owns the Tate brand, says recruiters must stand out from the crowd and be clever with their marketing. “In difficult times you cannot keep badgering clients for business so you have to act more as a consultant,” she says. “We have supplied eight advice guides from Tate in recent years, covering topics such as how to refine the screening process to keeping morale up. “We are actually spending less on marketing but being smarter. This includes up-skilling our own teams on digital marketing techniques and ensuring we provide engaging content on our website.” She adds that the company has cut back significantly on some forms of “less sophisticated” traditional marketing, such as promotional merchandise.
4 Recruitment Matters February 2013
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Make the most of your website An effective website will work for a recruiter 24 hours a day, says Alister Cattell, marketing manager at web experience management company Squiz (www.squiz.co.uk) RM: What’s the first rule when building a recruitment website? AC: You must listen to your site visitors and understand what works. Don’t just glance at your analytics but delve deep into the data and use the insight to drive the content, campaigns and social media activity you do. RM: It’s all about social media these days isn’t it? AC: Indeed. You must spend some time each day on LinkedIn, Twitter and Facebook creating an online presence for you and your business. Don’t set yourself goals like ‘get 100 Facebook Likes’ but set objectives such as ‘generate 10 new leads from LinkedIn and one new deal in a month’. These are real business goals for social media. RM: What about mobile? AC: Smartphone and tablets allow people to surf the web wherever they are, so make sure your site can be used on different devices. You don’t need an app, just convert your site for smaller screens. RM: What should a recruiter put on their website?
There is an old saying in marketing that 50% of the budget is wasted – but most companies do not know which 50%, which means setting a marketing budget is never an easy task. There is increased pressure to ‘do more with less’ says Brown, but many recruiters are failing to measure and track the effectiveness of their campaigns or customer satisfaction. “Measurement and accountability are crucial when evaluating ROI and the success of marketing spend. Otherwise you cannot assess whether to react or change if your business objectives are not being met.” Recruiters do not have to spend huge amounts on marketing but research is critical before any money is allocated. Agencies need to know which media their clients and candidates interact with and be clear about how they like to be communicated with. Do leads come from advertising on job boards or from the agency’s own website, for instance? To avoid wasting money on your website, ensure content delivers what the jobseeker really wants to see rather than including lots of company
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AC: There must be a content strategy so start thinking about how often you publish content to the web and in what form. This gives you things to Tweet or post about and raises your brand profile as people do their research online. Plan three informative blog posts which you’ll write over the next three months. Make them happen, even if you delegate or outsource it. RM: Should paid advertising be considered? AC: Many companies focus on natural SEO (search engine optimisation), but good old fashioned PPC (pay per click) advertising can be cost effective for increasing traffic and business. Try some paid advertising, even if it’s only a £100 spend.
information. Also make sure it is properly optimised so it attracts the maximum number of visitors. Any market research must also include competitor analysis. What is the business and pricing strategy of other recruiters in the sector? What are their strengths and weaknesses? Find out what they spend their marketing budget on and how they promote their brand. Getting mentioned in the local press or on local radio adds credibility to a business more than any amount of advertising. It is also free. But make sure you have a reason for sending a press release. Maybe you have won an industry award? If a release sounds like an advert it will go straight in the reporter’s bin. Why not offer to write an ‘expert’ column for the newspaper talking about the local jobs market?
Five top tips Lucy Stafford, managing director of marketing agency Mindshare and a member of the Direct Marketing Association, has five key tips for recruiters. Segmentation – Segment your audience and clearly identify which segments you want to target Relevance – communicate only relevant messages to target audiences Integration – when considering the experience you wish clients and candidates to have and how you reach them, also think about how these different channels are integrated Measurement – there must be response mechanisms in place to accurately evaluate the success of any marketing activity Test & Learn – continuously test and learn from your activity to ensure it is fully optimised
1 2 3
4 5
Recruitment Matters February 2013 5
Legal Update
First AWR case makes headlines An agency has successfully defended claims for pay parity under the Agency Workers Regulations 2010 (AWR). By REC solicitor and commercial adviser Lorraine Laryea In one of the first recorded cases under the AWR we now have an initial view of the Employment Tribunal’s approach to ‘flipping’ agency workers onto a Swedish Derogation (regulation 10 compliant) contract. The case is Bray and others v Monarch Personnel Refuelling (UK) Limited. To recap, under regulation 10 of AWR, agency workers are entitled to equal treatment compared to a hirer’s directly recruited workers after completing a 12-week qualifying period. The parity treatment is limited to the terms and conditions relating to pay, the duration of working time, night work, rest periods, rest breaks and annual leave. However, where the temporary work agency engages an agency worker on a permanent contract of employment that complies with regulation 10 of the AWR the agency worker will not be entitled to pay parity, but all other equal treatment rights apply. A regulation 10 contract (also known as a Swedish Derogation contract or Pay Between Assignments contract) must include certain terms and conditions and must also provide for the agency worker to receive a specified minimum amount of pay between assignments. In order to be compliant, regulation 10(1)(a) specifies that: ‘the contract of employment was
entered into before the beginning of the first assignment under that contract.’ The case explores the thorny issue of how to transfer agency workers (also known as ‘flipping’) from existing contracts to a Swedish Derogation contract in a manner that fully complies with regulation 10(1)(a). The claims were brought by a group of claimants who accepted the Swedish Derogation contracts offered to them by their agency in place of their previous zero contracts. The issue to be determined was a very narrow one: were the contracts of employment entered into before the beginning of the first assignment under that contract in accordance with regulation 10, with the effect that the entitlement pay parity did not apply? The decision: the claims were all
dismissed as it was found that the agency had properly implemented the Swedish Derogation contracts. Key findings: • The judge rejected the argument that ‘assignment’ means the continuous period during which an agency worker is hired out to a hirer. Instead he found that assignment means ‘a period of time’ during which the agency worker is hired out to hirers and agreed that this meant the particular assignment received from the client from time to time. • A further argument put forward by the claimants, that the Swedish Derogation Contract was merely a variation of the original zero hours contract also failed. The judge was satisfied that the Swedish Derogation Contract was a new contract, particularly given that the change from the zero hours to the guaranteed pay between assignments was a ‘fundamental change’ to the terms. • The judge also rejected the claimants’ request that a reference be made to the Court of Justice of the EU for further clarification of the application of regulation 10. This is a first instance decision which isn’t binding on other employment tribunals but it still gives an interesting first view of ‘flipping’.
Business development Testing… testing Recruiters must find and develop the best people for their clients. To make this happen, online skills testing and training is a quick and efficient way to verify a candidate’s skill level before putting them forward for interview. The effective screening of candidates means employers can make informed hiring decisions. It also minimises future recruitment and training costs, increases retention rates and boosts productivity levels. ISV Software’s ‘FastPath’ system adds value to the recruiter’s service and is integrated with front-end candidate management software. So candidates’ details and skill assessments can be managed fully within one program, saving more time.
6 Recruitment Matters February 2013
“When one of our new recruitment clients began using FastPath skills testing they reported an 8% increase in placement rates and a 6% improvement in attrition within the first quarter,” says Amanda Davies, ISV Group’s sales and marketing director. “Another client, REC-audited member White Horse Employment, uses both the testing and our online training. The training helps to improve candidates’ skill levels while they’re looking for work, whilst the consultants dip in and out to brush up on their Microsoft Office skills.” ISV Software has recruitment partners in every continent, with candidate tests and training available in different languages, covering myriad business sectors.
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Inspiration
Behind the scenes at the Institute of Recruitment Professionals
New boy Sam is a games hit This month we talk to Sam Ferri who won the IRP’s Best Newcomer of the Year Award Name: Sam Ferri Agency: Advanced Resource Managers (joined September 2011) Years in recruitment: sixteen months Specialism: Online gaming Has winning the award made a change to your professional life? It has boosted my confidence and I have used it to win more customers. It’s a tough market though? My sector is still growing and is one of the more buoyant and emerging markets, and that’s played a part in how I can approach business. There is also great support from the team in our Bournemouth office where I’m based. What do you like and dislike about our industry? I love helping others progress in their career and the continual change as well as building connections and contacts throughout the industry. I dislike the lack of control you can have at times. It can be very frustrating when you think you’ve got all the pieces ready to fall into place and it doesn’t happen, for reasons beyond your control. Obviously your personality suits recruitment? I am naturally fairly confident and I enjoy talking to people, so to do it for a living is fantastic. I am also naturally determined and I like a challenge.
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What’s your top tip for people entering the industry this year? Identify a sustainable and fruitful niche that isn’t saturated with competitors or stagnant – ideally one that is well-placed for growth and longevity. How can recruitment improve its image? More visibility generally of what recruitment entails would be a good thing because some people underestimate the work we do. Is there anything your work colleagues don’t know about you? I once made a citizen’s arrest in Brussels when I saw a man steal a purse from a woman. I wrestled the thief to the floor. I rescued the victim’s purse and she bought me beers. If you were not working in recruitment what job would you do? I once found a dinosaur bone that the Natural History Museum went on to display for seven years, so I would have to say an archaeologist or palaeontologist!
Incentives on a budget A recent IRP webinar debated how we all like to be recognised for our efforts at work and that money does not always have to be the reward. Workplace incentives say well done and drive productivity, and traditionally commission structures in the recruitment industry have worked well. However, many consultants are motivated by other things too, such as praise and a feeling of belonging. Two factors which cost employers very little but which can make staff feel more loyal and willing to go that extra mile. Head of IRP Richard Charnock has some other suggestions for managers. He says staff need boundaries to work within and must have the confidence to make decisions for themselves within those boundaries and know how their manager will react. “The key is to re-enforce these boundaries with praise, both for a job well done and sometimes for failure. Just the act of trying sometimes deserves praise, even if the
activity didn’t work out,” says Charnock. “It’s often the learning process or the way the staff member reacted to the failure that is more valuable than if the activity had gone well.” Rewards do not have to be expensive and should be given for any idea which improves the business or adds to the bottom line. “Make people feel special. I’ve always found that listening and then following up on ideas is a good starting point,” says Charnock. He says bosses must also trust their staff. “If you want your staff to take up your vision and use the inspiration you’re trying to give them you must trust them. This means letting go of the reins. Remember you employed the person because you think they can do the job. Let them do it and trust them.” • Find more advice on inspiring and motivating your staff on the IRP blog: iloverecruitment.wordpress.com and twitter feed @recirp
Recruitment Matters February 2013 7
Events and training Read what participants have said about our events:
The next few months will be a busy time for the REC’s many Sector Groups. Here are some dates for your diary. Date 21/02/13 26/02/13 26/02/13 05/03/13 06/03/13 14/03/13 14/03/13 19/03/13 20/03/13 28/03/13 04/04/13 09/04/13 10/04/13 16/04/12 17/04/13 23/04/13
Sector Group Sectors – Sales & Retail MMC Education Office Professionals AER Roundtable Sectors – AFS Life Sciences IMA Sectors – R2R Technology General Drivers & Industrial Construction Sales & Retail Childcare HR & Legal Healthcare
Location online (Webinar) London London London London online (Webinar) London London online (Webinar) London Hinckley Island London London TBC, not London London TBC, not London
How to pitch in 60 seconds, with great hints and tips to gain more business Ann Barkas, owner Star Temps, from an Ask the Expert Workshop in December
It was an uplifting day which explained all the aspects in a clear and concise way. It was inspiring Adrian Barker, AndersPlus, from Business Brains on Tour in November
Bespoke and topical content Simon Noakes, Bespoke Recruitment, from the Construction Sector Group meeting in August
The REC doesn’t just run extensive training in London, there are a huge number of courses taking place in the regions too. To book go online www.rece.uk.com/training or call 020 7009 2100. Course Title
Date
Location
New Manager
13-14 February
Leeds
£650
£875
Management Development Programme
13-14 February
Bristol
£650
£875
New Manager
20-21 February
Edinburgh
£650
£875
Proactive Business Development
26 February
Bristol
£350
£590
Recruitment Law: Managing PAYE Temp workers
27 February
Manchester
£350
£590
Essential Skills for Perm Consultants
27 February
Bristol
£350
£590
Telephone Sales
27 February
Glasgow
£350
£590
Recruitment Law: Understanding the Essentials
28 February
Manchester
£350
£590
Management Development Programme
05-06 March
Leeds
£650
£875
Start Up Your Own Recruitment Agency
05-07 March
Birmingham
£1,175
£1,175
Recruitment Law: Managing PAYE Temp workers
06 March
Birmingham
£350
£590
Recruitment Law: Understanding the Essentials
07 March
Birmingham
£350
£590
Successful Account Management
13 March
Leeds
£350
£590
Introduction to Recruitment Practice
13-14 March
Bristol
£595
£825
Essential Skills for Perm Consultants
14 March
Leeds
£350
£590
Essential Skills for Perm Consultants
19 March
Birmingham
£350
£590
Essential Skills for Temp Consultants
20 March
Newcastle
£350
£590
Successful Interviewing
20 March
Birmingham
£350
£590
Essential Skills for Temp Consultants
21 March
Leeds
£350
£590
Telephone Sales
26 March
Leeds
£350
£590
Successful Interviewing
27 March
Newcastle
£350
£590
Balancing Act
27-28 March
Birmingham
£650
£875
Recruitment Matters The official magazine of The Recruitment and 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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Member Cost Non Member Cost
Membership Department: Membership: 020 7009 2144, Customer Services: 020 7009 2148 Publishers: Redactive Publishing Ltd, 17 Britton Street, London EC1M 5TP. Tel: 020 7880 6200. www.redactive.co.uk Publisher: Anne Sadler. anne.sadler@redactive.co.uk Tel: 020 7880 6213 Consulting Editor: Liz Banks liz.banks@rec.uk.com Editorial: Editor: Steve Hemsley. steve.hemsley@redactive.co.uk. Production Editor: Vanessa Townsend Production: Deputy Production Manager: Kieran Tobin. kieran.tobin@redactive.co.uk Tel: 020 7880 6240 Printing: Printed by Southernprint © 2013 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.
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