We continuously strive to meet and even exceed the service standards set out below.

Treating the client / candidate professionally

We aim to foster a customer service ethos throughout the organisation.

We will:

• Keep the client and candidate, both external and internal, the focal point of all our activities
• Strive to address client needs and expectations
• Be positive and helpful and provide reasons for any decisions
• Recognise that our clients might want complementary services other than those we provide and direct them to suitable service providers
• Strive to meet and exceed the performance targets developed in response to our clients' needs
• Ensure professional hand-over if the contact person changes
• Be courteous and respectful
• Be open, honest and helpful

Being accessible

All our customers will be able to access each of our services through at least one delivery mechanism.

We will follow the Code of Practice for:

• Telephone use
• Handling complaints from both internal and external customers
• Responding to written enquiries
• Face-to-face contact

Providing quality services

We will base our business decisions around the needs of our customers and we will apply our published quality standards.

We will:

• Try to fully understand our clients' and candidates' needs
• Provide services in a way that suits the client
• Minimise the demands we place on our clients
• Analyse enquiries or circumstances and adjust our service delivery to match
• Follow up on client and candidate needs where necessary
• Ensure legislative and organisational guidelines are applied and adhered to in all recruitment assignments undertaken
• Take responsibility for the quality of recruitment assignments undertaken
• Be accountable for recruitment assignments and decisions made

Providing accurate and clear information

We will:

• Ensure our web site is easy to navigate
• Maintain accurate and up-to-date database information
• Make our forms easy for the candidates and clients to provide the information we need
• Ensure appropriate guidelines are followed when providing information and advice

Responding promptly

We are committed to being receptive to client needs and will:

• Respond accurately and in a timely manner to requests for candidates and / or information
• 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

Responding to feedback

We welcome and value all feedback and will listen to our clients' suggestions on how we might improve our services.

We will:

• Follow a formal feedback handling mechanism
• Ensure that all correspondence to clients and candidates provides access to these mechanisms as well as appropriate contact details for any further queries
• Be receptive and responsive to negative feedback and treat all complaints seriously
• Encourage staff to submit suggestions for improving the quality of our services and consult with staff at all levels to review our service standards