<html> <head> <title>Tower Group - Tower Client Service Charter</title> <meta http-equiv="Content-Type" content="text/html; charset=iso-8859-1"> <link rel="stylesheet" href="style.css" type="text/css"> <script type="text/JavaScript"> <!-- window.location = "client_service_charter.htm"; //--> </script> </head> <body topMargin="0px" bottomMargin="0px" bgColor="#000000" text="#FFFFFF"> <table width="760px" height="100%" cellpadding="0px" cellspacing="0px" border="0px" align="center"> <tr> <td height="12px" background="images/top_grad.gif"><img src="images/top_grad.gif"></td> </tr> <tr> <td height="138px"><img src="images/top.gif"></td> </tr> <tr> <td height="40px" background="images/link_newgrad.gif"> <table height="40px" cellpadding="0px" cellspacing="0px" border="0px" align=center> <tr> <td align=center width="184px"><a href="client_admin.htm" class="atop1">Client Portal </a></td> <td width="2px"><img src="images/link_div.gif"></td> <td align=center width="184px"><a href="candidate_admin.htm" class="atop1">Candidate Portal </a></td> <td width="2px"><img src="images/link_div.gif"></td> <td align=center width="184px"><a href="trans_charter.htm" class="atop1">Transformation Charter</a></td> <td width="2px"><img src="images/link_div.gif"></td> <td align=center width="184px"><a href="service_charter.htm" class="atop1">Client Service Charter</a></td> </tr> </table> </td> </tr> <tr> <td height="22px" bgColor="#AF2626"> <table cellpadding="0px" cellspacing="0px" border="0px" align="center"> <tr> <td><a href="index.php" class="atop">Home</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="Tower_BEE_Rating_Document.pdf" class="atop">Tower BEE</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="about.htm" class="atop">About Tower</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="mission.htm" class="atop">Mission Statement</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="fee.htm" class="atop">Fee Structure</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="placement.htm" class="atop">Placement Procedure</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="contact.htm" class="atop">Contact us</a></td> <td class="atoptxt" width="20px" align=center>|</td> <td><a href="links.htm" class="atop">Useful Links</a></td> </tr> </table></td> </tr> <tr> <td bgColor="#383838" valign=top height="100%"> <table width="746px" height="100%"cellpadding="0px" cellspacing="0px" border="0px" align=center> <tr> <td colspan="3" height="7px"></td> </tr> <tr> <td bgColor="#000000" width="559px" valign=top> <!--////////////////////////////////////////////LEFT CONTENT///////////////////////////////////--> <table width="549px" height="100%" cellpadding="0px" cellspacing="0px" border="0px" align="center"> <tr> <td height="5px"></td> </tr> <tr> <td style="border: 1px solid #4D4D4D; padding: 7px" valign=top> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td height="22px" class="h1" bgColor="#3F3F3F">Client Service Charter</td> </tr> <tr> <td style="border: 1px solid #3F3F3F; padding: 7px"> <p class="body"> We continuously strive to meet and even exceed the service standards set out below. <p class="h2"> Treating the client / candidate professionally <p class="body"> We aim to foster a customer service ethos throughout the organisation. <p class="body"> We will: <ul> <li class="body">Keep the client and candidate, both external and internal, the focal point of all our activities <li class="body">Strive to address client needs and expectations <li class="body">Be positive and helpful and provide reasons for any decisions <li class="body">Recognise that our clients might want complementary services other than those we provide and direct them to suitable service providers <li class="body">Strive to meet and exceed the performance targets developed in response to our clients' needs <li class="body">Ensure professional hand-over if the contact person changes <li class="body">Be courteous and respectful <li class="body">Be open, honest and helpful </ul> <p class="h2"> Being accessible <p class="body"> All our customers will be able to access each of our services through at least one delivery mechanism. <p class="body"> We will follow the Code of Practice for: <ul> <li class="body">Telephone use <li class="body">Handling complaints from both internal and external customers <li class="body">Responding to written enquiries <li class="body">Face-to-face contact </ul> <p class="h2"> Providing quality services <p class="body"> We will base our business decisions around the needs of our customers and we will apply our published quality standards. <p class="body"> We will: <ul> <li class="body">Try to fully understand our clients' and candidates needs <li class="body">Provide services in a way that suits the client <li class="body">Minimise the demands we place on our clients <li class="body">Analyse enquiries or circumstances and adjust our service delivery to match <li class="body">Follow up on client and candidate needs where necessary <li class="body">Ensure legislative and organisational guidelines are applied and adhered to in all recruitment assignments undertaken <li class="body">Take responsibility for the quality of recruitment assignments undertaken <li class="body">Be accountable for recruitment assignments and decisions made </ul> <p class="h2"> Providing accurate and clear information <p class="body"> We will: <ul> <li class="body">Ensure our web site is easy to navigate <li class="body">Maintain accurate and up-to-date database information <li class="body">Make our forms easy for the candidates and clients to provide the information we need <li class="body">Ensure appropriate guidelines are followed when providing information and advice </ul> <p class="h2"> Responding promptly <p class="body"> We are committed to being receptive to client needs and will: <ul> <li class="body">Respond accurately and in a timely manner to requests for candidates and / or information <li class="body">If we need more time to respond to a complex recruitment assignment or enquiry, we will let the client know how long it will take us to give a response </ul> <p class="h2"> Responding to feedback <p class="body"> We welcome and value all feedback and will listen to our clients suggestions on how we might improve our services. <p class="body"> We will: <ul> <li class="body">Follow a formal feedback handling mechanism <li class="body">Ensure that all correspondence to clients and candidates provides access to these mechanisms as well as appropriate contact details for any further queries <li class="body">Be receptive and responsive to negative feedback and treat all complaints seriously <li class="body">Encourage staff to submit suggestions for improving the quality of our services and consult with staff at all levels to review our service standards </ul> </td> </tr> <tr> <td height="22px" align=center><a href="#top" class="atop1"><u>Top of Page</u></a></td> </tr> </table> </td> </tr> <tr> <td height="5px"></td> </tr> </table> </td> <td width="7px"></td> <td bgColor="#000000" width="180px" valign=top> <!--///////////////////////////////////////////RIGHT CONTENT///////////////////////////////////--> <table width="170px" height="100%" cellpadding="0px" cellspacing="0px" border="0px" align="center"> <tr> <td height="5px"></td> </tr> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <!--////////////BOX 001////////////--> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px"><img src="images/blocks.gif"></td> <td width="144px"class="rcolh">Services</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/box_001.gif"></td> </tr> <tr> <td colspan="2" class="rcoltxt"> Read up on the services that Tower Group offers... </td> </tr> <tr> <td height="18px" colspan="2" align=center bgColor="#3F3F3F"> <a href="services.htm" class="agrey">Read more...</a> </td> </tr> </table> <!--////////END BOX 001/////////--> </td> </tr> <tr> <td height="5px"></td> </tr> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <!--////////////BOX 002////////////--> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px"><img src="images/blocks.gif"></td> <td class="rcolh" width="144px">Tower Top Jobs</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/box_002.gif"></td> </tr> <tr> <td height="18px" colspan="2" style="border-bottom: 1px solid #3A3A3A"><a href="JobCategories.aspx?Loc=Cape Town" class="agrey">Cape Town</a></td> </tr> <tr> <td height="18px" colspan="2" style="border-bottom: 1px solid #3A3A3A"><a href="JobCategories.aspx?Loc=Johannesburg" class="agrey">Johannesburg</a></td> </tr> <tr> <td height="18px" colspan="2" style="border-bottom: 1px solid #3A3A3A"><a href="JobCategories.aspx?Loc=Durban" class="agrey">Durban</a></td> </tr> <tr> <td height="18px" colspan="2" style="border-bottom: 1px solid #3A3A3A"><a href="JobCategories.aspx?Loc=East Rand" class="agrey">East Rand (Ekurhuleni)</a></td> </tr> <tr> <td height="18px" colspan="2"><a href="TowerGroupOpp.htm" class="agrey">Tower Group Opportunities</a></td> </tr> </table> <!--////////END BOX 002/////////--> </td> </tr> <tr> <td height="5px"></td> </tr> <!--START YEAR END FUNCTION--> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px" style="height: 18px"><img src="images/blocks.gif"></td> <td class="rcolh" width="144px" style="height: 18px">Assignee Events</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/party.jpg"></td> </tr> <tr> <td height="18px" colspan="2" style="border-bottom: 1px solid #3A3A3A" > <table width=100% > <tr><td style="border-bottom: 1px solid #3A3A3A"> <a href="PhotoCategories.aspx?Loc=Cape Town" class="agrey">Cape Town </td> </tr> <tr> <td style="border-bottom: 1px solid #3A3A3A; height: 15px;"> <a href="PhotoCategories.aspx?Loc=Johannesburg" class="agrey"> Johannesburg </a> </td> </tr> <tr> <td style="border-bottom: 1px solid #3A3A3A"> <a href="PhotoCategories.aspx?Loc=Durban" class="agrey">Durban </td> </tr> <tr> <td style="border-bottom: 1px solid #3A3A3A"> <a href="PhotoCategories.aspx?Loc=East Rand" class="agrey">East Rand (Ekurhuleni) </td> </tr> </table> </td> </tr> <tr> </table> </td> </tr> <!--END YEAR END FUNCTION--> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <!--////////////BOX 003////////////--> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px"><img src="images/blocks.gif"></td> <td class="rcolh" width="144px">Why use Tower?</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/box003.gif"></td> </tr> <tr> <td colspan="2" class="rcoltxt"> With roughly three thousand recruitment firms operating in South Africa it is very difficult for any one to claim... </td> </tr> <tr> <td height="18px" colspan="2" align=center bgColor="#3F3F3F"><a href="why.htm" class="agrey">Read more...</a></td> </tr> </table> <!--////////END BOX 003/////////--> </td> </tr> <tr> <td height="5px"></td> </tr> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <!--////////////BOX 004////////////--> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px"><img src="images/blocks.gif"></td> <td class="rcolh" width="144px">Clients</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/box004.gif"></td> </tr> <tr> <td colspan="2" class="rcoltxt"> Information on our selection process, candidate database, as well as our candidate testing, checking and clearance </td> </tr> <tr> <td height="18px" colspan="2" align=center bgColor="#3F3F3F"> <a href="candidates.htm" class="agrey">Read more...</a> </td> </tr> </table> <!--////////END BOX 004/////////--> </td> </tr> <tr> <td height="5px"></td> </tr> <tr> <td style="border: 1px solid #4D4D4D; padding: 5px" valign=top> <!--////////////BOX 005////////////--> <table width="100%" cellpadding="0px" cellspacing="0px" border="0px"> <tr> <td width="16px"><img src="images/blocks.gif"></td> <td class="rcolh" width="144px">Training</td> </tr> <tr> <td colspan="2" height="3px"></td> </tr> <tr> <td colspan="2" align=center><img src="images/box_004.gif"></td> </tr> <tr> <td colspan="2" class="rcoltxt"> For all your training needs contact EXECUPRIME </td> </tr> <tr> <td colspan="2" align="center" bgColor="#3F3F3F" height="18px"> <a href="http://www.execuprime.com" target="_blank" class="agrey" >www.execuprime.com</a> </td> </tr> </table> <!--////////END BOX 005/////////--> </tr> <tr> <td height="5px"></td> </tr> <tr> <td height="100%" style="border: 1px solid #4D4D4D; padding: 5px" valign=top>&nbsp;</td> </tr> <tr> <td height="5px"></td> </tr> </table> </td> </tr> <tr> <td colspan="3" height="7px"></td> </tr> </table> </td> </tr> <tr> <td height="22px" bgColor="#383838"> <table width="746px" height="22px" cellpadding="0px" bgColor="#AF2626" align=center> <tr> <td class="atoptxt" align=center> <a href="info_all.htm#copyright" class="abot">Copyright Notice</a> | <a href="info_all.htm#disclaimer" class="abot">Disclaimer</a> | <a href="info_all.htm#privacy" class="abot">Privacy Policy</a> | <a href="PAIA_Section_51_Manual.doc" class="abot">PAIA</a> </td> </tr> </table> </td> </tr> <tr> <td height="7px" bgColor="#383838"></td> </tr> </table> </body> </html>