HGS is committed to the principle of equal opportunities and equal treatment for all employees, regardless of sex, race, religion or belief, age, marriage or civil partnership, pregnancy/maternity, sexual orientation, gender identity or disability. It has a clear policy and practice of paying employees equally for the same or equivalent work, regardless of any characteristic set out above.
HGS operates within the contact centre outsourcing/customer services sector and customer campaigns are costed and contracted for based on providing specific resources and skill sets.
The majority of the HGS workforce are made up of customer advisors who receive equal pay for equal roles. All customer facing roles are paid an hourly rate which is the same whichever campaign an employee works. Hourly rates are reviewed and increased annually and HGS aims to maintain pay levels that are above the headline NMW rate.
From the action plan detailed in the report for 2020, HGS continues to monitor its band grades to ensure a fair structure. These bands are reviewed during the HGS annual pay review in March and increases are considered using the headline NMW rate as a baseline. For the 2021 pay review the majority of hourly pay saw an increase at above NMW.
Corporate roles also saw a change in pay of 2.2% for 2021. The only exceptions were where roles needed aligning to market rates.
We continue to review the HGS suite of benefits and have added a further benefit level that is positioned between senior leadership roles and senior management roles.