Spotlight on Our People Function: Delivering Excellence From the Inside Out

As Head of People at Arc, I lead our strategy for attracting, developing, and retaining talent across the business. At Arc, we believe that creating a great internal experience is the first step to delivering an exceptional client experience.

With over a decade of experience in HR, operations, and workforce engagement, my role goes beyond traditional people management, it’s about shaping a culture where our people feel empowered, valued, and driven to deliver their best every day. 

Sarah Harrison, Head of People at Arc

How My Role Supports the Wider Business in Delivering Great Service to Clients

My role is to ensure every part of our workforce, from our core staff to our 9,000+ casual Team Members, is engaged, supported, and equipped to deliver. That means working closely with every department to build robust onboarding, transparent communication, clear progression pathways, and consistent leadership.

Clients don’t just benefit from the people we place on-site; they benefit from the strength and alignment of the team behind the scenes. When we invest in our people, they show up with the professionalism, energy, and commitment that your events and operations deserve.

Our core employee retention rate has grown from 32.14% in 2022 to 70.97% in 2025, a clear sign that our people are staying, growing, and consistently delivering value. The implementation of OKRs (Objectives & Key Results) across all departments has aligned individual goals with company-wide objectives, improving ownership, clarity, and performance.

How Our Employee Engagement Influences the Service and Support We Provide to Clients

Our current internal engagement score sits at an outstanding 83%, which is 21% above the UK benchmark. Why does this matter to you? Because an engaged workforce means better consistency, better communication, and ultimately, better outcomes for your business.

Associate Director of Operations, Emma Jensen (left) with the London team Victor, Lisa, and Jen!

When our people feel connected to our mission and values: “we’re honest, we care, we deliver” it shows in how they treat your customers, support your staff on-site, and respond to dynamic event environments. Our focus on employee engagement has directly contributed to client satisfaction, reduced staff turnover, and improved operational performance.

Our current internal engagement score sits at 4.16 out of 5 (83%), which is 21% above the UK national average.

This has grown from 3.82 in 2021, a 6.8% increase and is paired with a 90.32% employee survey response rate, up from 86.21% earlier in the year. 

This tells us our people are not only more engaged, but they’re also more willing to share their views and be part of shaping the business. Engagement at this level translates directly into quality for clients: higher retention means less onboarding churn; engaged workers are more likely to show up prepared, stay longer on shift, and respond more positively in high-pressure environments. 

When challenges arise, they handle them with professionalism and care because they feel respected and empowered.

What Else Sets Our People Approach Apart?

Investors in People (IIP) Accreditation: 

Investors in People (IIP) Accreditation: We are proud to be one of the UK’s top Investors in People (IIP) Platinum accredited employers, reflecting our commitment to putting people at the heart of everything we do. 

Out of over 50,000 organisations accredited by IIP over the past 30 years, only 8% achieve Platinum status, making it a rare and prestigious recognition.

Within our sector of Employment Activities, just 2% of Platinum accreditations are held, with only 14 recruitment companies reaching this standard. We are also proud to be in the running for UK Employer of the Year 2025, continuing our journey to ‘Make Work Better’ as part of the IIP community of over 1.2 million people.

Development at Every Level: 

We are dedicated to development at every level, providing fully funded professional qualifications for our core employees and industry-recognised e-learning for our Team Members. Currently, 20% of our core team are undertaking qualifications such as Level 5 Leadership & Management and Data Analytics.

Since July 2024, we’ve upskilled 2,291 Team Members through our Flow e-learning platform, ensuring they are trained, compliant, and confident on-site. We believe investing in our people not only builds skill but also fosters a culture of care and excellence in every service we deliver.

Beth Gwynne, Senior People Operations Manager in our Midlands hub has recently completed her Level 5 qualification in Leadership & Management.

A Safe & Inclusive Workplace: 

We are committed to creating safe and inclusive workplaces where every Team Member and employee feels secure and supported. 

Through initiatives like our ‘Safe Spaces’ programme and ongoing on-site welfare training, we foster an environment where wellbeing is prioritised, knowing that a workforce that feels safe performs at its best. Our efforts are reflected in the feedback from our Team Members, with 89.6% agreeing that Arc is a fair and inclusive recruitment agency.

Our Senior Leadership Team

At Arc, our people-first approach is what truly sets us apart and underpins the exceptional service we deliver to our clients. As Head of People, I see every day how the work we do internally from our Safe Spaces initiative to Director 121s and DE&I-led feedback loops sets the tone for every interaction we have with you. 

We don’t just say ‘we care’, we live it. Our ongoing commitment to developing, supporting, and listening to our people directly translates to the service we provide to you, your customers, and your standards of excellence. By empowering our teams with the confidence and capability to perform at their best, we ensure your success is always at the heart of what we do.