English

Standard Test Question Paper

Version: EN000A

A Member of the Association of Language Testers in Europe (ALTE)

UCLES 2010

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Candidate Information Candidate Name: Family name: First name: Candidate Number: Examination Centre: Date:

Test About 110 minutes Listening About 50 minutes. As you listen, write your answers in this Question Paper. When the listening test finishes, you have 5 minutes to copy your answers onto your Answer Sheet. 60 minutes. Write your answers on your Answer Sheet.

Reading and Language Knowledge

LISTENING
PART ONE Questions 1 10 1 You will hear 10 short recordings. For questions 1 10, circle one letter A, B or C for the correct answer. You will hear each recording twice. When must the woman be at the airport to meet Mr Kimoto? A
11 10 9 8 7 6 5 4 12 1 2 3 10 9 8 7 6 5 4

B
11 12 1 2 3

C
11 10 9 8 7 6 5 4 12 1 2 3

How much will it cost the woman to rent a car? A B

60

95

120

Which chart shows the companys sales?

Sales per quarter
3 Sales per quarter

2 000 1
000

0 1 2 3 4 Sales per quarter

0 1 2 3 4

2 000 1

0 1 2 3 4

Which is Mr Fieldings office?

C
X You are here

5 A

What does the company no longer manufacture? B

How many days holiday has Bob got left? A B C 2 5 10

In which month will they advertise for temporary workers? A B C February April July

What has changed about the packaging? A B C the size the colour the material

Why hasnt GBM fixed the machines yet? A B C There were no replacement parts in stock. The wrong replacement parts were delivered. Replacement machines are required.

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What should Peter Williams do? A B C acknowledge the receipt of goods advise the best method of despatch confirm the details of an order

PART TWO Questions 11 22 You will hear three conversations. Fill in the missing information in the numbered spaces, using one or two words or a number. You will hear each conversation once only.

Conversation One Questions 11 14 Look at the form below. You will hear a man being interviewed by a member of staff at a job agency. Portway Employment Agency Name: Derek Reid Qualifications: (11) Diploma Current job: (12) 4 years as Position wanted: (13) Salary expected: (14)

Conversation Two Questions 15 18 Look at the notes below. You will hear a conversation between two people talking about workshops. Staff Training Workshops on (15) . Meeting scheduled for Friday at (16) . Decide if (17) . staff also need to attend the workshops. Jane needs the (18) . of all participants by Friday.

Conversation Three Questions 19 22 Look at the notes below. You will hear a man giving his PA some instructions.

To do:

Write out (19) . and send to agency. Compile (20) . into a report and email to all staff. Phone printing company regarding missing (21) . for product launch. Give Marketing Manager a copy of the latest (22) . for retailers.

PART THREE Section One Questions 23 27 You will hear five speakers talking about the findings of surveys into shopping patterns. As you listen, decide which survey-finding each speaker refers to. Choose your answer from the list A I, and write the correct letter in the space provided. You will hear the five pieces once only. A B C 23 24 25 26 27 Person 1 Person 2 Person 3 Person 4 Person 5 D E F G H I Section Two Questions 28 32 You will hear five business owners talking about developing a new product and bringing it to market. As you listen, decide what advice each business owner gives about developing a new product and bringing it to market. Choose your answer from the list A I, and write the correct letter in the space provided. You will hear the five pieces once only. A B C D E F G H I
Ask your best customer what they think of your plans. Be determined in your efforts to sell the product. Practise the way you make presentations to customers. Get the price right at the beginning. Check the new product fulfils legal requirements. Ask people if it is practical to manufacture the product. Work on only one project at a time. Choose the right combination of people to develop the product. Check that the product meets the exact needs of your customers. Most households spend less on food than on leisure activities. Older consumers are buying healthier food than young consumers. Some adults are buying a significant amount of clothing every week. Older consumers spend a bigger part of their income on food than other age groups. Of all age groups, young consumers are spending most on eating out. The top spenders on food are single parents and families living in rural areas. The proportion of a households finances being spent on food has decreased. Less is spent on fruit and vegetables than on meat. Expenditure on leisure services has increased dramatically.

Example: I

Example: I 28 29 30 31 32 Person 1 Person 2 Person 3 Person 4 Person 5

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PART FOUR Section One Questions 33 38 33 You will hear a conversation between a university student, Sally, and a company representative, Dan, at a recruitment seminar. Sally is interested in working for Dans company, Mansons plc. For questions 33 38, circle one letter A, B or C for the correct answer. You will hear the conversation twice. Sally finishes her studies A B C 34 in two weeks. in a month. in six weeks.

Sally would like to work in A B C marketing. retailing. finance.

35

Manson's want employees who are A B C academically clever. dynamic personalities. keen to learn.

36

In an employee's first year, Manson's offer training in A B C management. sales techniques. market development.

37

Trainees are assessed every A B C 3 months. 6 months. 12 months.

38

Sally's application form is going to be A B C filled in now. sent to Head Office. taken by Dan to Head Office.

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Section Two Questions 39 44 39 You will hear Ed Mason, a business consultant, giving a talk about succession planning, which is planning to appoint a successor for the retiring leader of a company. For questions 39 44, circle one letter A, B or C for the correct answer. You will hear the talk twice. According to Ed Mason, why may succession planning be a problem for business owners? A B C 40 They do not have time to make a succession plan. They are unwilling to hand over control to another person. They feel other members of the firm should choose the successor.

Ed Mason says it is necessary to have a formal succession plan because A B C it will expose any weaknesses. legal issues have to be taken into account. it will simplify the initial stages of the hand-over.

41

According to Ed Mason, why is it important to get succession planning right? A B C Staff might leave the company if they do not know what is happening. There is danger of a take-over bid if appointing a successor is delayed. The company might be run inefficiently if a leader is appointed too quickly.

42

What does Ed Mason say about getting support for succession planning? A B C Obtain guidance on finance from specialist advisers. Consult senior members of staff about timing. Ask suppliers for their cooperation during the period of change.

43

Ed Mason says one difficulty a retiring owner may face is having to A B C spend less time working in the company. help prepare the company for a management buy-out. accept the possibility that the business should be closed down.

44

What advice does Ed Mason give on choosing a successor? A B C Appoint someone educated in modern business practice. Consider an outsider who can contribute new ideas. Appoint someone who is familiar with the company.

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Section Three Questions 45 50 45 You will hear an interview with Ian Cole, a business consultant, about customer surveys. For questions 45 50, circle one letter A, B or C for the correct answer. You will hear the interview twice. Ian Cole says the problem in trying to measure customer satisfaction is that A B C 46 customers are unwilling to spend time participating in research. the results of the research sometimes fail to reflect the real situation. the cost of research outweighs the advantages gained by the company.

According to Cole, why are customer surveys sometimes found to be unhelpful? A B C The surveys are not carried out frequently enough. Customers do not complete the questionnaires correctly. Companies misinterpret the information.

47

When trying to get an accurate picture of consumers, Cole says that A B C it is necessary to take current economic conditions into account. it is important to conduct longer surveys to obtain new information. it is risky to assume that a positive response will guarantee loyalty.

48

According to Cole, customers should take into account whether the company A B C asks good questions in their survey. takes note of their feedback. deserves a good score.

49

Why does Cole criticise senior executives? A B C They are too ready to accept what they are told about survey results. They are not prepared to handle negative feedback themselves. They do not understand the importance of surveys as sources of information.

50

What does Cole say about the internet and customer research? A B C Customers turn to the internet if they cannot give feedback to providers. Companies are failing to check internet forums for opinions of their products. Surveys conducted online are likely to get a positive response from customers.

That is the end of the Listening Section. You now have 5 minutes to copy your answers onto your Answer Sheet.

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READING and LANGUAGE KNOWLEDGE

PART ONE Section One Questions 51 57 Look at the following messages and notices. For questions 51 57, mark one letter A, B or C on your Answer Sheet.

Example: STORE CONTENTS IN A COOL PLACE OUT OF DIRECT SUNLIGHT A B C The contents should be kept at a constant temperature. The contents are sensitive to heat and light. The contents must be kept frozen. 0 A B C

51

FairAir.com Customers holding an e-ticket without any restrictions are able to check in over the internet. The service is available from 24 hours up to 30 minutes before the standard check-in time at the terminal, and includes connecting flights and return day trips.
A B C If you have a connecting flight, allow at least 24 hours before trying to check in. There are certain restrictions on tickets which have been booked over the internet. The deadline for checking in over the internet is earlier than in person at the airport.

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52
From: businesshotels.com To: smith.j@ptarnold.com Dear customer In order to provide you with the highest level of service, it is important for us to understand your recent experience of staying with us. We would like to collect your feedback in a short survey which you can access by clicking here. We appreciate your business and strive constantly to improve.

A B C

Answer the survey questions on-line. Send information about your business needs. Email us about your experiences.

53 Would staff please note that all applications for holidays must be made at least 30 days in advance. No more than 12 staff may be away in the same period, and no holiday may exceed 10 working days. A B C Only 30 people can have a holiday at the same time. The longest holiday it is possible to take is 10 days. You need to book your holiday 12 days in advance.

54 Super Express Service letters and parcels are guaranteed for delivery by 9am the following day, if posted no later than 3.30pm, and are automatically insured up to 100 per item. A B C You must post Super Express Service items before 9am. Super Express Service parcels cost a maximum of 100. Send letters using Super Express Service before 3.30pm.

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55 Group Revenue
domestic roofing industrial roofing car-parks

Which information is correct? A B C 56 ! MESSAGE To: Pete Jody Kars rang from Betterwicks. Theyve just appointed a new marketing manager, and want to involve him in the project but this would mean delaying our advertised launch date. Please call to fix a meeting to discuss the implications. What does Jody Kars want to do? A B C 57 WLW, one of the countrys biggest house-builders, has appointed Summermans Bank to advise on a potential $1bn flotation of its recovering North American business. A B C WLW is considering floating its North American part of the business. WLW is planning to leave the North American house-building industry. WLW is concerned that its North American business is failing. 16 change a meeting to a later date talk about working with a new manager design a different advertising campaign Industrial roofing accounts for about a third of revenue while domestic roofing and car-parks are the main source of revenue. Car-parks is the smallest source of revenue, slightly less than industrial roofing and half of domestic roofing. Domestic roofing generates half the groups revenue, with industrial roofing and car-parks equally contributing the remainder.

PART ONE Section Two Questions 58 63 58 Choose the word which best completes each sentence. For questions 58 63, mark one letter A, B, C or D on your answer sheet. Hard-working managers often prefer to do an MBA .. distance learning. A B C D 59 across over per via

The price quoted .. room, breakfast and local taxes. A B C D includes consists involves contains

60

The CEO admitted that results had fallen .. of his expectations. A B C D short low small little

61

The survey will be used as the .. for deciding whether or not to re-brand. A B C D origin root foundation basis

62

Celcos dynamic chairman, Jason Symes, is leaving .. only 18 months. A B C D during after since already

63

Investors remain .. about the new company formed by the recent merger. A B C D decisively deciding undecided decision

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PART ONE Section Three Questions 64 69 Read the article below about starting an internet business and answer questions 64 69 on the opposite page. For questions 64 69, mark one letter A, B or C on your Answer Sheet.

If you've ever had an idea for a product or service that you think could net you a fortune, you may well have considered setting up an internet business with the aim of sitting back and watching the money roll in. The internet has certainly revolutionised the way we live our lives, and offers a place where individuals can compete with global organisations. But just how easy is it to get started? The starting point for any new business is to create a business plan. Jeffrey Macklin from FDU, a company that provides part-time finance directors to start-up businesses, says that the objective of the business plan is to tell a simple yet compelling story that leaves the reader wanting to meet the management team and find out more about the proposition. 'It should be as succinct and accessible as possible, and around 20 pages at most,' he says. There are many different financing options available to aspiring entrepreneurs. For sensible businesses, raising funds will involve several sources. Bank finance in the form of a loan or overdraft is usually cheaper than selling shares or equity in your business, but equity investment is ideal for those businesses that do not want to increase their level of borrowing, or are unable to provide the necessary security. If you're considering equity investment, two options are so-called 'business angels' and venture capitalists. Business angels are wealthy individuals who look to invest in growing companies wanting to raise between 10,000 and 250,000. They will also offer contacts and advice. Venture capitalists will only invest usually a minimum of 2m if they can see a significant return in three years, say. One important area where internet businesses often fail is marketing, according to Lisa Richards, a partner at accountants Smith Cooper. 'Too many people fall into the trap of developing their product or service and then expecting orders to come racing in,' she says. 'But with no shop window through which to promote yourself, how are potential customers going to find you?' However, if properly worked out, while starting up an internet business can be one of the toughest things you ever do, it can also be the most rewarding.

Iine 25

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64

What point is made in the first paragraph? A B C Most people's ideas for internet businesses are unrealistic. The way business operates has been changed by the internet. Profit levels tend to be very high for internet businesses.

65

What does Jeffrey Macklin say about start-up internet businesses? A B C They think their first business plans are fully effective. They need to produce brief explanations of their ideas. They only employ finance directors on a part-time basis.

66

What is encouraged in the third paragraph? A B C reducing amounts borrowed from banks ensuring the security of loan funds combining finance from various places

67

According to the fourth paragraph, business angels A B C provide other forms of support as well as investing money. expect quick results from the companies they invest in. set a high minimum level of investment.

68

What is meant by 'racing in' in line 25? A B C beating the competition arriving in large quantities being quick to deal with

69

What would be the best title for the article? A B C Don't Aim Too High Check Every Detail Think Before You Jump

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PART ONE Section Four Questions 70 74 For questions 70 74, read the text below and think of the word which best fits each space. Write only one word for each space on your Answer Sheet.

Example: He is very interested (0) .. computers. Answer: 0 in

THE TASTE OF SUCCESS Formed in 2001, Knife+Fork Ltd is (70) . of the country's largest independently owned restaurant chains. We now have branches right (71) . the centre of most major cities. Our recently extended menus offer a wide range of dishes, (72) . original pizzas to classic regional favourites. In the last 12 months, we are proud to (73) . completed a number of strategic initiatives, as announced in previous bulletins. Five new branches are already operating successfully, with (74) . further four approved for development. Improved staff training and new point-of-sale technology will mean improved customer experiences.

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READING and LANGUAGE KNOWLEDGE

Part Two

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PART TWO Section One Questions 75 81 Read the sentences below and the extracts from internal reports on the next page. Which report does each sentence 75 81 refer to? For each sentence, mark one letter A, B, C or D on your Answer Sheet.

Example: 0 Our advertising costs are too high.

Answer: 0 A B C D

75

We should reduce the number of suppliers we use.

76

Our recruitment process should be improved.

77

We must advertise for a new development manager.

78

Our budget for IT support needs to be reviewed.

79

We should decide how many new staff to recruit.

80

Our sales targets have been set too low.

81

We need to find out costs for replacing IT equipment.

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A We have to take some tough decisions. The budget for advertising must be considerably reduced, at least until we see a significant increase in sales. I expect the same is true for IT support, but we should examine that closely before deciding. Meanwhile, we are going to need more staff and an exact number needs to be proposed. B A two-handed approach is required to develop successfully. Firstly, some rationalising: we are buying in goods and services from too many sources, making it hard to track value for money and taking up too much admin staff time. Secondly, our computers are old and slow, and we need to prepare a detailed budget proposal for buying new ones. C There is a great deal to be done if we are to maintain our market position. We simply do not have the right strategies in place at present. This means we do not know what budgets to set at what levels. The first step is to start the process of recruiting someone with strong IT skills to replace our development manager, and then we must look into new suppliers. D At this point in our development, we need to become a lot more ambitious. The IT business is fast-moving, and we need to reflect that with much higher targets for the sales team. If we introduce better incentives, then I think this will help us to attract the sort of job applicants we want. We will also need to have a more focused interview procedure.

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PART TWO Section Two Questions 82 86 Read this article about working from home. Choose the best word to fill each space from the words below. For each question 82 86, mark one letter A, B, C or D on your Answer Sheet.

Example: He wants you to (0) .. him the reason. 0 A speak B tell A B C say C D D talk

Answer: 0

IS THIS THE END OF COMMUTING? 'Staying home' is likely to be the new 'going to work' in our region as a new generation of workers (82) .. the traditional shape of the workplace by establishing their office at home, according to research by Runtertons Bank and Finance. Their report examined the (83) .. in ways of working and living and the emergence of new kinds of workers and work practices. It predicts that the home will be the (84) .. of most people's working lives and that 'demuting' will be the next big trend, with 12 million people anticipated to be working from home by 2020. The report reveals that more than half (54.2%) of workers from the region see the home (85) .. the new 'hub' of work life. Approximately three quarters of people (73.2%) questioned for the survey (86) .. to spend significant sums of money creating or improving their home office.

82 A overturn 83 A swap 84 A aim 85 A occurring 86 A expect

B overtake B tide B focus B emerging B rely

C overgrow C shift C target C happening C suppose

D overcome D exchange D point D becoming D presume

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PART TWO Section Three Questions 87 91 For questions 87 91, read the text below and think of the word which best fits each space. Write only one word for each space on your Answer Sheet.

Example: He is very interested (0) .. computers. Answer: 0 in

CHANGE IS HERE TO STAY

Always remember that change is the biggest challenge (87) .. your business success. The days are gone (88) .. a business could constantly grow by simply repeating what it had done successfully in the past or even recently. Aggressive, innovative competitors and rapidly changing technology make it impossible. Expect change and prepare for it. Don't wait (89) .. your income has declined to take action. Develop the habit of looking for early signs that something is changing. Then confront it before you start losing business. Insulate yourself against the impact of change (90) .. increasing the number of products and services you offer. Use a variety (91) .. different marketing methods. Never stand still.

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PART TWO Section Four Questions 92 97 Choose the word which best completes each sentence. For questions 92 97, mark one letter A, B, C or D on your Answer Sheet.

92

Troubled Covar plc is .. off hostile bids from more than one direction. A B C D struggling attacking fighting resisting

93

Shares in WXD have .. from favourable reviews of their new model. A B C D benefited helped supported aided

94

Unfortunately, there is a serious .. of interest with our normal agency. A B C D opposite contrast difference conflict

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95

We were surprised to see that our main competitor has .. their whole production site up for sale this week. A B C D done made put had

96

Outsourcing the assembly process has given us a .. of approximately 20%. A B C D margin saving refund gap

97

The best way to motivate staff is .. them that their hard work is noticed and appreciated. A B C D seeing displaying showing demonstrating

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PART TWO Section Five Questions 98 103 Read the article about responding to crises and answer questions 98 103 on the opposite page. For questions 98 103, mark one letter A, B, C or D on your Answer Sheet.

Companies are never prepared for crises when they strike. Their onset cannot be predicted: and the means of dealing with them, in terms of time and magnitude, can be decided only by those in a position of responsibility. These persons must be prepared to identify and implement the appropriate countermeasures rapidly and rigorously. At present we know as much, more or less, about the inception and consequences of economic crises as we do about the origins and effects of earthquakes. Generally, even though there is ample early-warning including reports and prognoses from various institutes, preliminary indicators of recession, or even depression, are almost never taken seriously. Furthermore, there is an all too widespread tendency to gloat over the damage suffered by others rather than considering that, sooner or later, the problems will have an impact closer to home. At this juncture, market slumps may be referred to as dips that will even out in a few weeks or months, at the latest. At any rate, suddenly it's there on the doorstep: the crisis. The accompanying systems include disquiet within the company, far more attention than usual from the news media, a deluge of indiscretions, rumours bandied about in every direction, and a loss of confidence on the part of shareholders and bankers. The company's executives are compelled, with increasing frequency, to explain their actions while, at the same time, steadily losing their grip on the situation. At this point the first resignations come in from staff anxious to abandon ship before even more violent storms blow up. Polarization between management and works council becomes evident, and culminates in the stereotype question as to how the company can be got out of the exigency. If management has not already come up with a package of countermeasures, the crisis swiftly becomes sharply critical throughout the firm at the expense of staff motivation and productivity on the one hand, and public regard on the other. This is more or less the way recession develops as an emergency case, in a company and in the economy as a whole. Differences in how events unfold come only with the diagnosis and treatment of a crisis once it has arisen, and in preventative measures for the future. The nature of the reaction has very much to do with the personalities involved. Proven means like those extolled in textbooks at just such times are, in my view, few and far between. They are usually confined to the sort of approaches that should be part of any competent executive's repertoire anyway. Whether a company communicates effectively with its personnel and public in the midst of a recession is more or less a matter of coincidence. In other words: are the right people in the right place at the right time? The person responsible for a company's communications sits at the same table where policy is determined. He or she answers directly to the chief executive officer because communications are, or should be, an essential component of overall corporate policy. He or she advises senior management and is, on the basis of his or her experience, the key figure in deciding matters of internal or external communications. If this is actually the case, then the preconditions of communicating through a crisis have been established. Communications can then contribute to smoothing the way out of the emergency, while helping to make the company's restructuring measures intelligible both internally and externally.

line 10

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98

What is part of the writer's purpose in referring to earthquakes? A B C D to highlight the unavoidable nature of economic crises in most cases to indicate how wide the range of information is about economic crises to emphasise the dangers that the majority of economic crises bring to suggest signs of approaching economic crises are unfortunately ignored

99

The word 'dips' is used and printed in italics in line 10 because A B C D the writer is quoting business people whom he thinks are mistaken. business people use it in order to sound very technical. the writer regards it as a useful term for readers to remember. business people who use the word do not understand its meaning.

100

What feature of a crisis is mentioned in the third paragraph? A B C D demands for compensation from staff facing redundancy spreading of unreliable reports about the situation pressure on directors from journalists to admit mistakes cancelling of scheduled meetings with investors

101

What point is made in the fourth paragraph? A B C D Different characteristics of businesses make preparing for crises impossible. Most businesses evaluate the effects of crises in similar ways. The pattern of development into severe crises is quite predictable. It is impossible to separate production and motivation levels during crises.

102

According to the writer, a company's degree of success in responding to a crisis A B C D can be enhanced by the use of tried and tested methods. reflects its collective understanding of established knowledge. will benefit from being energetically conducted by the CEO. is dependent on the abilities of certain of its key personnel.

103

The final paragraph is concerned with asserting A B C D the importance of re-structuring systems of company communications. the need to address communication issues at the highest level. the skills required of a company's head of communications. the variety of management roles affected by communication issues.

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PART TWO Section Six Questions 104 110 A colleague has given you this announcement for the companys intranet to check. In some lines there is one wrong word. If there is a wrong word, write the correct word on your Answer Sheet. If there is no mistake, put a tick (") on your Answer Sheet. Example: Please note that there has been a increase in the prices of some goods in the new catalogue. 0 00

an "

We continue to expand our operations in line with our long-term strategy. 104 105 106 107 108 109 110 We are pleased to announcement that recent negotiations have resulted in the acquisition of the Northern Cross building on Main Street, means that we will be able to relocation staff within six months to considerably improved premises with facilities and equipment capable of matching currency and projected requirements for both IT and HR function. We also believe that this offices are more conveniently situated for the majority of our clients. We will provide more detailed information about the move in due course. In the meantime, please contact your line manager with any queries. Trse Horton, Chief Executive

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