At Sustainable Talent, we talk a lot about people – and not just in the recruitment sense. It’s the way we work, the way we build relationships, and the way we look after those who trust us with their careers.

Right at the centre of that is Lauren Kelly, our Contractor Care Manager, who recently celebrated two years with us. One of our very first team members, Lauren has played a huge part in shaping not only how we support our contractors, but the kind of company we’ve become along the way.

She’s known for her calm presence, natural empathy, and the kind of follow-through that turns a good experience into a great one – for both contractors and clients alike.

In the latest of our 10 Questions with Dave Riche, we chat with Lauren about what her role really looks like, what gives her the most satisfaction, and why contractor care is so much more than just a nice-to-have.

Let’s go back to the beginning – what drew you to the role, and what did those early days feel like as one of the first team members?

I was in a job where I was just a number and it was toxic. When I spoke to Mhari-Claire and Chris about this role it was like I was being offered a new lease of life. It was a role I could develop and grow a career in and also, as a person. The early days were daunting as I hadn’t done this before, but when you have an amazing team around you, who want each other to succeed, being nervous didn’t last more than a few days.

Your title is Contractor Care Manager, can you walk us through what your role actually involves day to day?

Contractor care is about ensuring our contractors are well looked after. They don’t just feel like a number! My role is to get to know them as individuals and learn what’s important to them and understand all their needs etc. The role is different everyday. From contracts being sent out, onboarding contractors to chasing up timesheets. I’m also making calls to  clients and ensuring compliance is done correctly. And I’m also doing a college course in Business Administration too!

“I want all our contractors to know I’m always
an ear and nothing is stupid to talk about.”

Lauren Kelly, Contractor Care Manager

 

 

You’ve built amazing trust with both contractors and clients. What’s your approach to building those relationships so they last?

I would say just be yourself, when you’re speaking to the contractors and clients, remember they are human and don’t want a cold conversation, so making someone smile or laugh while having a conversation with them makes building an relationship easier.

We consistently hear great feedback about the experience people have working with you – what do you think makes someone feel looked after in this industry?

I hear stories that some contractors are placed and forgotten about. But my and STL’s focus is to make sure this doesn’t happen. We care about everyone as individuals and make sure they are heard and listened to. If they do have any issues at work, we act on it as soon as possible and we are always here for a chat.

Construction unfortunately is one of the main industries where men can struggle with mental health. I want all our contractors to know I’m always an ear and nothing is stupid to talk about.

Working with contractors means dealing with people in all sorts of situations – some smooth, some not. How do you handle the tough moments while still keeping people at ease?

I would say just listen, let them speak or rant so you fully understand. I don’t take things personally as I understand their jobs are stressful and if i can deal with the situation and defuse it normally, the tough moments pass quickly.

How has your role evolved over the past two years as the business has grown – and what have you learned about yourself in that time?

I am a completely different person from two years ago, I like a challenge and embrace change. When I first joined we were 6 months in. We had a lot less contractors and were finding our feet in terms of processes, compliance etc. Now we are gunning towards 100 contractors! We have undergone a big CRM transformation and our compliance and processes are best in class!

You’re clearly respected by the team – what kind of culture do you try to help shape at Sustainable through the way you work?

I would say calm, solutions-focused, and people-first. I try to lead by example in how I support others, whether that’s a contractor with a tricky query or a consultant trying get a contract out. I want people to feel like they can rely on me, and that sets a tone for mutual trust across the team.

Also, I am not a recruiter, so I bring a different energy and skill set to the team. I’m more introverted and calm and that works well as we wouldn’t be as successful if everyone is the same.

What’s something people outside of Contractor Care might not realise about the importance of the role in the wider success of a Recruitment business?

Contractor Care isn’t just an admin or support function, it is there to help the business grow.

In the two years, I have seen contractor loyalty and stronger client relationships being built.

What’s the funniest moment during your time at Sustainable?

Ha!.. some I can never share! But two occasions which still make me laugh today. Dave Honey standing in dog poo in his new sliders and Muks making everyone breakfast while singing and dancing on the Christmas do!

And finally, if someone was thinking of stepping into a role like yours, what advice would you give them to make it truly meaningful – for them and the people they support?

1000% take the role and the leap of faith, to be able to do a job that doesn’t feel like it is draining your soul but actually makes you want to get out of bed and is enjoyable.

Plus if you are working alongside an amazing team who drive each other to do/be better and succeed, then you have really found an amazing job!

💬 Want to connect with the company or continue the conversation about how Sustainable Talent works in true partnership with clients and candidates?

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