Customer Charter

Introduction

Our goal is to provide a high quality service for all our customers. Everyone who comes into contact with IT Works be it candidates, clients or consultants, will receive respect and professionalism at all times. Our Customer Charter sets out the standards that you should expect from IT Works Recruitment Ltd.

IT Works is committed to the following:

Service Level:

• We aim to answer 100% of all calls coming in.
• We will answer 95% of all calls within 3 rings.
• We will ensure that the first person you deal with either answers your enquiry or passes you onto the correct person.
• We will return phone messages within 1 working day and acknowledge and respond to emails within 24 hours.
• We will record complaints, comments and compliments and use them to review and improve our services to all our customers.
• We will treat you respectfully and professionally and not discriminate against you because of your race, religion, age, sex, sexuality or disability.
• All formal complaints will be acknowledged and investigated within 24 hours and corrective actions will be completed and reported within 7 days.

Initial registration

You can expect that……

• You will be given an honest appraisal of whether or not IT Works Recruitment can actually help.
• We will provide you with a professional, enthusiastic reception and will represent you with honesty and integrity at all times.
• You will be represented by qualified, trained professionals who are genuinely interested and understand your specific career requirements.
• You will be given a clear and concise explanation of the IT Works Recruitment process.
• You will be given expert career support and marketing advice and have clear, concise and committed lines of communication.
• We will agree timescales with you within which we will provide you with comprehensive feedback on the recruitment process.
• We will manage every step of the administration process from initial registration to invoicing and banking.

Candidate - Recruitment process

You can expect that……

• You will be made fully aware of all the opportunities available to you.
• We will work closely with and support you to find the right opportunity.
• We will not waste time discussing irrelevant positions.
• We will give you fully detailed briefings on opportunities, clients and the interview process.
• We will provide open and honest feedback regarding all aspects of the process.
• We will take the responsibility for managing the whole recruitment life cycle.

Candidate Aftercare:

You can expect that……

• We will ensure that we keep open lines of communication at all times.
• We will ensure the prompt and accurate delivery of contracts.
• We will provide relevant, accurate information regarding payroll and invoicing procedures.
• We will ensure that invoices are paid within 7 days.

Clients:

You can expect that……

• You will engage with honest, straight talking, professional specialist consultants.
• We will gain a detailed understanding of your requirements.
• We will provide you with up to date, accurate market and candidate expertise.
• We will deliver on our promises and only provide candidates fully qualified to meet your requirements.
• We will work in partnership with you to oversee the whole recruitment process from concept to delivery.
• We will provide comprehensive feedback within predetermined timescales throughout the complete life cycle.

Client Aftercare Process:

You can expect that……

• We will ensure you receive the best value added service.
• We will manage all administration areas.
• We will ensure the prompt provision of contracts.
• We will deliver accurate and prompt invoicing.
• We will conduct an aftercare survey to help us to achieve excellence.

Colleagues:

You can expect that……

• We will show respect to others at all times.
• We will conduct ourselves in a professional manner at all times.
• We will always be professional, enthusiastic and courteous on the telephone.
• We will transfer calls stating WHO the caller is, WHERE they are from and the REASON for their call.
• We will take detailed and effective messages and email them to the relevant person.
• If we “don’t know” we will endeavour to find out.
• We will take ownership of problems and queries and endeavour to resolve them as soon as possible.
• We will show respect for other people’s space and be courteous when others are on the telephone.
• We will make sure that all records are updated promptly and accurately onto Recruit Studio.
• We will ensure emails are sent with a professional signature, correct contact details and address and a disclaimer.
• We will have a clean and tidy work environment.
• We will look presentable at all times and dress in business attire as stated in the company dress code policy.
• We will treat every candidate as if they were our own and with the same level of respect and professionalism regardless of their status.
• We will show responsibility for collective business.

IT Works will strive to review and improve our service with feedback from all our customers. By adhering to this Customer Charter we aim to promote a loyal customer base who will return time and time again to be a valued member and partner of the IT Works business.