Change Recruitment Group (Change) is committed to customer service and we demonstrate this through a guarantee to candidates, clients and the community. In a crowded professional recruitment market, it's important for our business to strive to deliver excellent customer care. Our “promise” outlines what we will do, every day, to ensure that clients, candidates and the community see real benefit in working with Change:  

Our “Promise” to Candidates  

  • We do not charge candidates for recruitment services
  • We will always seek to meet you in person (or SKYPE/similar) when you register with us to ensure that we understand your work preferences
  • We will always seek your prior approval before submitting your details for any position. We will, when you apply for roles through our portal/website, acknowledge your interest within 24 hours
  • When you work with us on temporary/contract assignments, we will be clear on job role and content, pay rate and duration of the assignment
  • We will share job descriptions/profiles (when available) with you to ensure that you are fully aware of the assignment details
  • We will issue services contracts for each assignment and ensure that you are aware (when applicable) of timesheet system/management and the contractor care team, should you have queries on any assignment
  • For candidates seeking permanent, longer term/fixed term contract positions, we will ensure you have a designated consultant who will support your next career move
  • 90% of all assignments/opportunities will be available on our website 

Our “Promise” to Clients  

  • On all assignments, we will work to an agreed fee structure and payment schedule
  • We will deliver a quality service from original role brief, long and shortlisting of appropriately qualified candidates, to assessment (if applicable) and offer/acceptance stages. We will communicate effectively with your point of contact to ensure successful appointments.
  • Where there is a service level agreement in place via a preferred supply contract, we will work to the jointly agreed Key Performance Indicators capturing delivery, service, MI reporting and service reviews
  • We will be the “face” of your organisation to candidates. As such, we will take time to understand your business, values, organisational structure and culture “fit” to ensure that we mirror your organisation to the candidate market
  • We will offer our Edinburgh and Glasgow offices for your candidate interviews, providing support to your selection panel to manage the interview process and achieve successful appointments 

Our “Promise” to the Community  

  • Our social value policy reflects our commitment to the community in Scotland, the UK and internationally
  • We will work with our nominated charities to effectively fund raise and volunteer our professional skills to those organisations
  • More broadly and supporting our commitment to making a difference in people's lives, we will promote our services to young people, particularly the unemployed, to encourage early-start career development
  • We will offer our Glasgow and Edinburgh offices for our partners (free of charge) and their staff 

Our “Promise” to Colleagues  

  • Our contract of employment with colleagues ensures there is full transparency in our expectations and their duties and responsibilities of working with Change
  • Professional and friendly, we ask our colleagues to mirror Change's values externally 

Complaints and Escalation Procedure  

Sometimes things go wrong. We will acknowledge complaints raised within 48 hours of being notified, and following our complaints policy will ensure that we resolve and/or respond to complaints and issues raised in a timely manner.