Launched in 2014, MAD-HR is a human resources consultancy in the East of England with offices in Ipswich, Norwich and Chelmsford. The company’s name is an acronym for ‘Make A Difference’ – which epitomises how the company’s team of specialists helps businesses of all scales and across multiple industries with its dedicated customer-first ethos. 

MAD-HR won the Customer Excellence Award, sponsored by Greater Anglia, at the Suffolk Business Awards 2022. 

Founder and managing director Carole Burman attended the awards ceremony with fellow director Charlotte Bate and members of the team.  

“We are enormously proud,” said Carole. “While we don’t do it for the trophies, there is no doubt that accolades like this mean a great deal – not least because they celebrate our achievements alongside other superb businesses here in Suffolk.” 

The night was all the more poignant for Carole because it would have been her late mother’s birthday, who was a major source of inspiration for her. 

“It felt really lovely to be able to raise a toast to her at the table and to have the following days celebrating with my family,” Carole said. “I’m aware that some of my mum’s greatest strengths were contributory to the kind of business person I have become.” 

East Anglian Daily Times: MAD-HR won the Customer Excellence Award, sponsored by Greater Anglia, at the Suffolk Business Awards 2022.MAD-HR won the Customer Excellence Award, sponsored by Greater Anglia, at the Suffolk Business Awards 2022. (Image: Archant / Matt Potter Photography)

The MAD-HR family works hard to serve its customers with an excellent level of care and attention. 

“We help businesses across all industries with immediate people challenges that need to be resolved, including businesses looking to grow organically, through acquisition or investment. Whatever the need, we are ready and able to help.” 

However, there is no one-size-fits-all approach.  

“We take the time to understand our clients, their business and their culture,” says Carole. “We understand where they are and where they want to be – and we plot the course to help them get there through our high-quality products and services. 

“Our success has been a result of having a truly committed team who will stop at nothing to support the businesses we work with. We ensure our clients know, like and trust our brand.” 

Carole says that excellent customer care ultimately comes down to listening, learning and being alongside those that your business serves.  

“We advise with great respect and without preconceptions. There are no judgments or assumptions, only a wise willingness to truly hear what clients are telling us about the problems they face and the aspirations they have.” 

Looking ahead, the main priority for MAD-HR is completing the induction of the latest team members while continuing to cement the brand’s position in Norfolk and Suffolk. There is also work to do in Essex involving recruitment and marketing, as well as extending the company’s reach into Cambridgeshire, Hertfordshire and Bedfordshire in order to become the first-choice provider of outsourced HR services across the East of England. 

Carole believes that looking after employees is critical.  

“If you look after your staff, you’re building on great foundations for your wider business success – no matter what your sector or scale. In order to succeed, you must attract and retain good people. In return for you looking after them, they will look after your business.” 

Carole emphasises that the team need to feel valued, engaged and with a clear sense of purpose.  

“They need to understand their role and how what they do affects the overall business,” she says. “They must feel empowered to deal with the challenges and opportunities they and the business face. 

“We focus on not only making a difference to our clients and communities but crucially we aim to make a difference to our team. We ensure that we regularly and clearly communicate with our team so that they have the resources, knowledge and decision-making authority to get the job done. 

“We practice what we preach,” Carole adds. “We invest in our team’s personal and professional development to help them be the best that they can be.” 

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