Angel Human Resources Receives ‘Best Community Impact’ Award & is Nominated for the Best Entrepreneur and Best Marketing at the EMEA Business Excellence Awards 2014

In April 2014 Angel HR’s hard work was rewarded at a glamorous awards night, but it’s our everyday passion that saw us win this coveted prize. Our employee and client retention rate has hit an amazing 99% in the last 5 years, with 25% of people working for the company for more than 10 years! So, what’s the secret to our success?

Below we tell you what we do differently to deserve it.

Our Angel Family Approach

For nearly 50 years Angel Human Resources has been run with a non-hierarchical structure where everyone gets a share of the profits – even the cleaning staff. Our directors believe this empowering approach means every employee takes ownership of their own work and of the business’s success. While enabling Angel to harness the diverse talents and expertise of its team and react flexibly to changes in the sector.

“We’ve managed to remain independent for all this time. Making acquisitions as we go, rather than being acquired by another business.” says MD, Russell Crawford, proudly.

Russell’s mother, Janet Crawford founded the company, meaning he literally grew up with and in Angel. But this is more than a family business, in the literal sense, every time a new candidate, employee or client signs a contract with us they hear our famous phrase:

‘Welcome to the Angel Family, we work with passion to win your loyalty’

As Russell says in his acceptance speech, below, we don’t just talk the talk. We’re all actively passionate about what we do and that’s what makes us stand out from the recruitment crowd.

We Invest in the Local Community

Another thing that makes Angel standout is our commitment to investing in people. As part of our equal opportunities policy we actively support our local community workforce, providing access to practical training for those people who need it but don’t have the means. Thus having a huge impact on the local economy, as our trainees go on to gain work in local businesses; which eventually expand, providing more jobs and more prospects for the area.

Our Angel in-house training centres are open 5 days a week providing free, career consultations and industry specific qualifications. In 2013 we trained 256 individuals and employed 3 apprentices – with an amazing 250 of our trainees employed within a month!

In addition to this we took a part in over 15 community events to inspire and educate people on job opportunities in the local area.

Our Multinational Investment

Each year we expand our talented multinational team as part of our anti-discrimination policy. This means we have a strong team of multilingual consultants (English, Russian, German, French, Spanish, Polish, Bulgarian, Lithuanian, South African and counting!) sourcing the best international candidates.

Drawing on years of practical experience and expertise we understand some of the best candidates do not necessarily speak fluent English. So our consultants not only source international talent, but work with candidates throughout the recruitment process, assisting them, where necessary, to ensure they secure suitable roles.

This approach saw us find positions for 500 international workers in 2013.

A Winning Workforce

Of course, Angel understands that stability, continuity and retention are key factors in the recruitment and training of an effective workforce.

In 2013 we announced our new employment policy, which enables our best candidates to become part of the Angel Team on full-time contracts with flexible working hours. This scheme allows us to support quality candidates with guaranteed incomes, while ensuring our loyal clients get the best employees on the market.

We’ve already employed 10 new staff members on this scheme, 8 of which are single mums with young children.

Our 24/7 Commitment

And last, but not least, as one of the first UK recruitment agencies to introduce a manned 24/7 on-call client support service, we’re able to respond to any issues as and when they arise.

In 2013 we spent 1,216,000 minutes on the phone after office hours: finding last minute shift cover; reassuring our private care clients and their family members (sometimes in life or death situations); and even supporting our candidates through their personal problems!

Our 99% Retention Rate is the Reward

So, the reward for walking the walk and putting our clients and candidates first is clear. Yes, we’re proud to have been acknowledged with our Community Impact award, but, as ever, actions speak louder than words. And the best reward, by far, is the loyalty of our clients, candidates and the continued commitment of our Angel employees.

Thank you for all Angel Team members!

Best Customer Service 2013

The Business Excellence Awards honor the “Best of the Best” results in more than 400 small and medium sized businesses from around the world, and showcases exceptional results for business owners, entrepreneurs, their teams and their companies.

Established in 1965 Angel Human Resources has a reputation for integrity and professionalism. With a team of directors who are fully hands on and approachable, consultants recruited from the industry they serve and reflect the company’s ethos of expertise, loyalty and commitment. The company is proud to announce its 98% customer retention rate!

When asked ‘What does company do to make its customer service excellent’, MD of Angel Human Resources shares his five point system – ALERT:

When your client has informed you of a problem don’t push it to one side. Action it immediately! Many clients are lost on the assumption that you don’t care. Show that you care about their business by responding quickly, be honest, set out a plan of action, clear deadlines and keep to them. Follow up to assure that issue has been resolved and it does not re-occur. Too many clients are lost in business because of employee and director apathy. Simple meaningful statements like ‘Thank you for your business’ can make all the difference.

2.Listening skills:
Never forget 80/20 rule! Seek to listen 80% and speak 20% of the time, whether its your client or your employee. Use your limited time to gain all possible information to find out as much as you can about people and their pains. Think ‘out of the box’ and work your magic to find bespoke solutions to gain a competitive advantage to differentiate yourself from your rivals.

3.An enjoyable place of work
Our employees spend at least third of their 24 hour day at work and most of them in client facing roles. Their productivity and passion for work is heavily dependent on the working environment and internal company culture. From my personal experience small thoughtful things such as ‘You can do this’ and ‘Thank you, you have done an amazing job this month’ helps boost employee productivity. While ownership of bespoke solutions and brainstorming sessions works best to support a cohesive working team so do employee or department recognition for a job well done at quarterly award presentations.

4.Result Planning
Most of our competitors can meet the needs of our clients, but as business should we not only meet but exceed their expectations. As business people we need to be planning one step ahead, gone are the days when good customer service meant getting to know your client over a friendly cup of coffee and repetition of the same thing we as a company have always done. Client expectations have increased, they want to know how your product and service will enhance their service offering, how it will really affect their business and bottom line results. How flexible is your service offering and how will it enlarge and improve with time. Are we really providing a solution or are we selling just words.

5.Training for employees
And finally, no one is perfect. There will always be areas of work your employees don’t know or forget to apply in their daily practice. It is vital to have a well developed induction, consistent product/service training as well as personal development reviews. Support your employees with such things as interactive product script to ensure nothing is missed each time you or your employees have an opportunity to speak to client.