Who we are & what we do

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2 Who we are & what we do MCFT (McFarlane Telfer) started as a business in 1992 as a stainless steel fabrication business with the MD and two employees on the shop floor. Since then, the company has grown significantly. MCFT maintain commercial kitchens for catering and refrigeration purposes. A team of our technicians, come out in vans and look after cookers, fridges and dishwashers. We operate nationally and provide our services to major clients. Examples of some big co-operate companies we do work with are: Our target market are those in education, healthcare, major venues and the public sector. We do not deal with clubs, pubs, restaurants.

3 What we enjoy Charity work we re proud of At MCFT, we like to do a lot of charity work and help raise money for special causes and we make sure that we maintain the importance of a strong link between ourselves and the community. We support a variety of causes and often fundraise as a team in and out of work whether it may be an event or an activity. Examples of charities we have raised money for are: Sebastian's Action Trust Love Underdogs The Stoke Association The Trussel Trust Sport in Mind Building Stimulation Alexander Devine Children's Hospice Alzheimer s Society Liveability London Heart & Souls MacMillan Cancer Support Willow Wood Hospice Shouts Whilst working closely on our charity work and relationships with people externally, we came up with a way that we can maintain this both internally and externally. 3X5 s 5 each Internal 10 each External 20 voucher

4 Our departments... Business Improvement The business improvement department focus particularly on lean process design and continuous development. This department will oversee all other departments in the business and will work as a singular unit in order to champion change across all departments. Business Improvement also look at design, project management, software development, programming standard operating procedure implementation and change management. Operations The operations team is a dynamic, exciting and company focused team. Solely on the maintenance of commercial kitchens for high end users. Their key role is to make sure that MCFT s customers and Engineers are proactively kept in the picture at all times. They deliver the excellent customer service which we are renowned for. Our customers are blue chip organisations, household names and prestigious brands and we require our customer service team to reflect their demanding standards. Accounts The accounts team often have interns come in and help within the department. The team look at all aspects of the financials including payroll. They process purchase and sales ledger, chase in the money and then pay it out making sure they meet the deadlines of inland revenue, payroll and our suppliers. IT The IT team work on making the technology at MCFT work efficiently and strive to develop technology to meet the needs of the business. This is so that the business can run smoothly with no technological barriers. Working with applications that allow us to store our company data, making it efficient and effective for all of our departments across the business to use.

5 HR Our HR team is all about the people of MCFT. They focus particularly on the learning and career development which is a big part of MCFT s backbone, which is to support our ambitious growth plans and is based on a fundamental belief of enabling our people to grow via external and internal training programmes. HR reviews recruitment / recruitment needs, current legislation, completing probation reviews, seeking & reviewing feedback to supporting line managers with their responsibilities. Sales & Marketing Sales & marketing deal with MCFT s clients. They have a team of BDM s covering the UK offering a focused approach, both geographically and by business sector, supported by an internal customer facing team. They operate a consultative approach with our customers, preferring to demonstrate a high value proposition and then absolutely make sure that every one of us across the business, fully delivers against the pre-set requirements. Apprenticeships We offer Apprenticeship programmes to those that show a real desire to engage, develop and grow within our company. This is a great opportunity for those that wish to show their capabilities and earn whilst they learn, as opposed to going to University once they have concluded their school studies. Doing an apprenticeship at MCFT will not only allow you to gain a qualification whilst earning a living wage, but it will also allow you to share your ideas, get involved with a number of exciting projects, and have a significant impact on the business. This is no government based apprenticeship. We are an independent employer, offering opportunities to learn, develop and progress all whilst earning a living wage.

6 Careers and development why us? As an increasingly growing business, we are constantly increasing our career opportunities too. At MCFT we focus significantly upon the improvement and development of our people, seeking endless opportunities within a number of career paths. There are NO limitations to your development within MCFT. Examples of other programmes we run for students for the development of their skills, knowledge and experience are: Interns We have a number of interns that join MCFT for placement opportunities. This is to help them grow and develop endless amounts of experience and knowledge within the work place during their studies. Bringing in interns to MCFT also adds and creates value for us as a business. Bringing in new and bright ideas to help our business develop as well as them. As our previous interns will vouch for, we are always keen to retain talented individuals and provide them with interesting and rewarding long term career opportunities. Graduates Our Graduate programmes, join us either for a short or permanent basis after their studies to kick start their career at MCFT. It s a fact, that most graduates will end up working in SME s but to see the career paths plotted out and the milk-rounds by the big employers, you d never have guessed it! We believe this is a really interesting, engaging, rewarding place to work where you can get involved and make a real difference and we will make sure that we offer structured, challenging, mentored environment where you will be encouraged to go as fast and as far as you sensibly can.

7 Accreditations for the development of our people... Investors in People is the mark of high performance in business and people management. With a community across 80 countries worldwide, successful accreditation is the sign of a great employer, an outperforming place to work and a clear commitment to sustainable growth. MCFT were awarded the platinum award in UK businesses have achieved the Princess Royal Training Awards standard in The successful organisations ranged from multi-nationals and SME, through to charities, the public sector and small employers. What each organisation has in common is its commitment to investing in its people. MCFT were awarded the 2017 Princess training award. McFarlane Telfer Ltd Investing in staff training Equipment maintenance 100+ employees Maidenhead This commercial catering and refrigeration servicing company is using learning and development to ensure that it continues to grow at a rate of 30% per year. It has significantly invested in its infrastructure to support staff training and is a memorable exemplar for other SMEs in mature industries.

8 Customer service apprentice At MCFT we are looking to offer the opportunity for students that are seeking alternative options to University, a Customer Service Apprenticeship, starting at Level 3 standard. The Diploma in Customer Service level 3 focuses the apprentice on developing their understanding of how customer service delivery affects customer expectations and how the customer service process can be improved through customer feedback and effective teamwork. What we are responsible for MCFT is responsible for supporting the apprentice through this qualification by providing leadership, guidance and opportunities to gather evidence in mandatory and optional units. They can use their normal performance management processes to monitor the progress of the apprentice, provide feedback and guide development. Apprenticeship Programme: Combines a blended delivery approach of theory and practice, enabling the apprentice to learn and develop new skills through application in the workplace. The delivery schedule consists of a flexible learning approach; using faceto-face training visits to the apprentice and employer, e-learning study guides, market leading webinars and podcasts. Throughout the learning programme, the apprentice will develop the skills, knowledge and behaviours detailed in the apprenticeship standards below. After completing the Level 3 NVQ, other qualifications you could advance to are: Level 4 NVQ Diploma in Customer Service Level 3 NVQ Certificate in Customer Service Customer Service Advanced Apprenticeship Institute of Leadership and Management (ILM) qualifications. After completing the Level 4 NVQ, you might consider taking one of the Institute of Leadership and Management (ILM) qualifications.

9 The 6 Mandatory units are: 1. Organise and deliver customer service Understand how to organise customer service delivery Be able to plan the delivery of customer service Be able to deliver customer service 2 Understand the customer service environment Understand the concepts and practices underpinning customer service delivery Understand the relationship between customer service and a brand Understand the structure of customer service Understand the implications of legislation on customer service delivery 3 Understand customers and customer retention Understand Customer Relationship Management (CRM) Understand customer retention Understand the measurement of customer satisfaction 4 Principles of business Understand business markets. Understand business innovation and growth Understand financial management. Understand business budgeting. Understand sales and marketing 5 Manage personal and professional development Be able to identify personal and professional development requirements Be able to fulfil a personal and professional development plan Be able to maintain the relevance of a personal and professional development plan 6 Resolve customers problems Understand the monitoring and resolution of customers problems Be able to deal with customers problems Optional units include those in IT, management and leadership, business administration, use service partnerships to deliver customer service, monitor the quality of customer service interactions, negotiating, handling objections and closing sales, develop resources to support consistency of customer service delivery etc

10 What are the benefits? An apprenticeship at MCFT will enable you to: Earn money while you learn Gain on-the-job experience Achieve a nationally recognized qualification Earn job-specific skills Expand your knowledge Fit study around employment Improve your math's, English and ICT skills Improve your career prospects and chance of promotion What we are looking for... Skills Ambition Self-Control Time management Building workplace confidence Able to identify resolutions quickly and effectively. Sensitivity to the metier (understanding the refrigeration and catering industry and therefore understanding the customers needs). Attentiveness Clear Communication Skills Ability to use Positive language Acting skills Adaptive to other areas of the business Personal qualities Sense of urgency Adaptable to change Flexible and mature approach to working unsupervised Efficient in a dynamic fast paced environment Developing your career here could lead to excellent progression. Even abroad

11 Requirements We are looking for candidates that will have completed their sixth form education on completion of their A Levels or equivalents. Minimum requirements of 5 GCSE passes including Maths and English Grade A C (9 4 on the new grading system), and Level 3 qualifications, including A levels, NVQ/SVQ Level 3, or a BTEC National. Knowledge of Microsoft Office Applications (Word, Excel, and PowerPoint) with proficient typing skills. Competence Triangle We offer careers, not jobs, and this means broad and challenging career paths for each of the roles within MCFT. For a small company with big ambitions, we have an impressive array of roles and opportunities to aspire, develop and give people the confidence that they can achieve great things. We have developed our own training programmes for the different roles across MCFT. Each programme includes the following must haves: Technical People Commercial Each circle is rigorous in their assessment, recognised externally and tailored to individual development plans.

12 Our Culture Select, develop, nurture, enjoy, appreciate Curious, involved, energised, sleeves-rolled-up Vision, direction of travel, rules of engagement We are passionate about Respect for people Leadership Humility Your Career Path These qualifications can help you get ahead in almost any industry, as good customer-service skills are essential for many careers. Those looking to start a customer-service focused career may want to take these qualifications as part of an Apprenticeship. The Apprenticeship in Customer Service helps you build your skills while you gain valuable work experience.

13 What s next?... Want to join us on this exciting journey at MCFT as an apprentice? Once you have registered your interest with us, we will then shortlist suitable candidates that wish to become a customer service apprentice here. By registering your interest, send us a chatty letter outlining information about yourself, your hobbies / interests and why you want to do a customer service apprenticeship at MCFT along with what you are currently studying. us at people@mcft.com. Once we have got a grasp of what sort of person you are, we d like to get to know you more. You will then be invited to spend the day with us here at our head offices, giving you the chance to learn more about us as a business and we can get the chance to learn more about you. Working times and location Our working times are 8am 5pm Monday to Thursday, and 8am 4pm on Friday. We are based at our head offices in Maidenhead, Westacott Business Centre, Berkshire SL6 3RT.

14 Hear it from them... "Throughout my time with MCFT, I have been consistently challenged - whether that be during my summer internship or now working in Operations - responsible for a team of engineers and customer sites. This has earned me a fast-track development program" - Adam O'Sullivan, Management Development Program, MCFT "This business works because of the people - We look after each other, we expect high standards from each other and we're all human! We try and support each other, we try and enjoy what we do and the company we keep" I never thought I would be travelling to Dubai on a monthly basis to develop technicians when I started out with MCFT 10 years ago I have recently joined the MCFT HR team to develop my desire to pursue a career in HR. This started through gaining the exciting opportunity to do 2 weeks work experience with the team, helping them on an on going project of theirs. This provided me with extremely valuable experience whilst learning about the ins and outs of the company. The experience inspired me to not only take on a career in HR, but most importantly inspired me to do this for MCFT. I was then offered an apprenticeship opportunity which means I can now learn and gain a HR qualification whilst putting my efforts into the company. Why MCFT? MCFT is a rapidly growing organisation that focus s particularly on the succession and development of their people. With this focus, along with visions, drive and determination, this is what has proved to give MCFT the success they stand with today. It is within my interest to work with them to contribute and help them develop even further with their focus and strive to constantly improve on what they do best. The team have been extremely welcoming and supportive of my career aspirations and I look forward to what s to come with many opportunities. Faye

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