Ethos Education Ltd is a member of the Recruitment and Employment Confederation (REC) and adheres to their Code of Professional Practice.
Ethos Education Ltd Customer Service Policy Statement
This policy sets out the principles that guide how Ethos Education Ltd delivers a high standard of service to schools, candidates and the wider education community. It reflects the behaviours, processes and professional standards that underpin our work as an education recruitment specialist.
At Ethos Education Ltd we aim to add lasting value to every stakeholder our service reaches; schools, candidates and the young people they support. By carefully matching dedicated education professionals with schools, we help create stable learning environments that support pupils’ progress and contribute to the success of the wider school community.
We build long-term relationships with schools and candidates through honesty, professionalism and accountability.
Our staff will:
When problems occur, our priority is always to resolve the issue quickly and professionally. We focus on solutions rather than blame and aim to maintain the trust of both schools and candidates.
Education recruitment requires more than simply passing on CVs. It requires professional judgement, understanding of people and insight into the education sector.
Our staff work to:
Through this approach we aim to ensure that placements are carefully considered and appropriate for both the school and the candidate.
Ethos Education recognises that no organisation can completely control every action taken by an individual once they are placed in a school. However, we maintain strong processes designed to reduce risk and support successful placements.
Our processes include:
These processes help ensure candidates arrive prepared and ready to contribute positively within the school environment.
Strong preparation and clear expectations help mitigate potential issues and support successful placements.
Schools often rely on recruitment agencies during urgent staffing situations. Ethos Education aims to respond quickly and effectively when schools require assistance.
Our staff will:
Ethos Education aims to make communication with our service straightforward and accessible. We recognise that schools and candidates may have different preferences for how they communicate, particularly in time-sensitive situations.
Where appropriate we offer a range of communication methods including:
Our staff aim to use the communication method that is most convenient and effective for the school or candidate while maintaining professional and respectful communication across all channels.
Ethos Education aims to build trusted partnerships with the schools we support rather than providing a purely transactional service.
To achieve this, our staff seek to:
We recognise that the best outcome for schools is not always determined solely by price. Our aim is to help schools achieve the best overall value through reliable staffing and well-matched placements that support pupils and staff over time.
Ethos Education recognises that education recruitment is fundamentally about people. Successful placements depend on trust, understanding and professional judgement.
While we use technology to support efficient administration and communication, we believe that strong relationships and human understanding remain central to good recruitment practice.
Our approach prioritises:
Technology may support the recruitment process, but it will never replace the importance of human connection, professional insight and personal accountability in delivering a high-quality service.
When working with a new school or educational institution, Ethos Education will arrange an initial meeting or call to ensure that expectations, processes and safeguarding requirements are clearly understood by all parties.
During this initial discussion we will normally:
This discussion helps ensure that both Ethos Education and the school have a clear understanding of how the partnership will operate.
Ethos Education believes that regular communication is essential to maintaining a strong working relationship with schools.
To support this:
These conversations help ensure that placements continue to meet the needs of the school and allow Ethos Education to respond quickly to any emerging issues.
Ethos Education aims to conduct a formal service review with each client on a regular basis.
Where possible, this will include an annual meeting with the school to:
These reviews help ensure that our service continues to evolve in line with the needs of the schools we support.
Ethos Education Ltd will return all phone calls and emails received from clients and registered candidates and applications in respect of specific vacancies in a timely manner. We are happy to receive requests and communication 24/7 and will respond with at least an acknowledgement to requests for same day cover and future vacancies in the following timeframes.
Same Day Requirements
6.30am – 4.30pm – 5 minutes
4.30pm – 9.30pm – 1 hour
Future Requirements
6.30am – 6.30pm – 5 hours
Acknowledgement means confirming that the request has been received and that the matter is being actioned. Where a solution cannot be provided immediately, Ethos Education will keep the school informed of progress while suitable options are being identified.
Ethos Education is committed to continually improving its service by:
Through this process we aim to strengthen the quality of our service and maintain the trust of the education community.
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our customers.
Ethos Education Ltd seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to Raj Birk in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints process is in place for any disputes; copies are available from info@ethos-education.com
We comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us about a client or work seeker is fully accessible to that person or body for review or editing by contacting info@ethos-education.com
Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our customers.
This policy is due for renewal January 2027