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Key considerations for recruiters to provide a quality candidate experience

When it comes to running an efficient and successful recruitment business, there are a wide variety of legislative, regulatory and candidate considerations to take into account. In an industry in which companies are continually bombarded with new and updated legislation, techniques and technologies, when focus is not placed on these areas, it can be tricky to maintain a high level of compliance and customer service.

For the most part, agencies must ensure they have the resources available to complete the time-consuming administrative work that goes hand in hand with compliance, as well as adequate knowledge of how an agency can accommodate their services for those with learning difficulties such as dyslexia. Below I will take a look at some of the basic considerations an agency should keep in mind for a high-quality candidate experience whilst maintaining compliance throughout.  

Understand IR35

One of the most publicised pieces of legislation over the past few years, and one that will significantly impact the recruitment industry over the next 12 months, is IR35. Introduced in April 2000, IR35 legislation came into force to help tackle ‘disguised employment’, workers establishing themselves as limited companies to reap the tax related benefits, whilst still working in an almost identical manner as a typical employee.

Prior to 2017, the majority of recruiters were unlikely to have ever dealt with IR35 issues when it came to the contractors they work with, as contractors themselves were responsible for determining their own status. However, this changed for public sector contractors in April 2017, where this responsibility moved from contractor to end client or agency.

These changes will extend into the private sector for medium and large businesses come April 2020, and therefore it is vital that recruiters take these next few months to prepare for how their processes will change. Incorrectly assigning an IR35 status to a contractor will no longer leave the contractor liable for missed tax and NI, but the agency itself.

Accommodating for all candidates

According to statistics 35% of workers in the construction industry alone are dyslexic, a figure which highlights the necessity for recruiters to operate their business in a way that accommodates for any learning difficulties that candidates may have, making the process as stress-free as possible for the candidate.

There are a number of techniques that can be used to accommodate those with learning difficulties, such as: emails with clear objectives and actions stated from the outset, communicating predominantly by phone, having a clear and illustrated service structure so a candidate will know where they are in the process at all times, using clear fonts, bold key points and much more. Ultimately implementing these techniques ensures that your recruitment processes are inclusive for all candidates, leading to an improved candidate experience.

Ask the experts

Having worked within an umbrella company for many years, and having supported countless agencies to ensure they are compliant, whether it be with IR35, AWR, right to work, HMRC or travel and subsistence, I have seen what a huge difference that asking for our help can have for agencies. Not only does this reduce the burden on them to complete time-consuming administrative duties, but it also relieves the stress on business owners and managers of having to keep track of their compliance.

In addition to this, having seen the impact that implementing techniques to accommodate for those with learning difficulties has on candidate satisfaction, this is a significant area that I would recommend all agencies consider.

Ultimately great knowledge, well thought out procedures and a fantastic network of industry experts are the key to ensuring a compliant and high-quality recruitment service.


Dale Lewis – Head of Sales & Account Management at Exchequer Solutions Limited