CUSTOMER CHARTER

Our Standards

We aim to provide a responsive and informative service to all our customers.
Our current rating stands at 100% satisfaction, with 95% of our clients stating
that they are ‘very satisfied’ with our service.  All initial enquiries are tracked on our CRM database and followed through to provide a seamless service.
We look after our clients from the initial enquiry stage through to completion,
we make sure that each and every client is treated with respect and given the
necessary support to achieve their goal.

Employers

1. We will respond to your enquiry within 5 working days;
2. We will visit you to discuss your employees training and/or development
    needs and produce a Training Needs Analysis;
3. We can advise on suitable programmes; if we cannot meet your needs, we
    will give you a contact name or put you in touch with a provider who can;
4. We will provide you with a detailed proposal;
5. We will advise on any funding which might be available to help with costs;
6. Our Manager will design a programme to fit in with the needs of your business
    and those of your employees;
7. We will provide regular agreed reports on progress;
8. We will ask you to give us feedback on our performance.

Employees

1. Our trainers will carry out a full induction programme with each employee,
    covering an initial assessment of skills and areas for development;
2. Through one-to-one discussion with the employee, the trainer will help
    identify any barriers which might need to be addressed;
3. Additional support needs will be recorded and appropriate resources put in
    place to ensure a successful outcome;
4. Our trainers will provide employees with regular feedback on their progress;
5. Assessments will be carried out in the workplace at mutually convenient times;
6. Each employee will be asked to provide feedback on their trainer’s performance
    during the programme and also at the completion stage.

 Contractors

1. We are committed to fulfilling our contractual obligations and strive to achieve
    100% audit compliance;
2. We respond promptly to queries via email, letter or phone;
3. We attend and participate in contract meetings;
4. We seek feedback from our contractors at regular intervals.

Staff

1. Every member of our delivery team receives a full induction on joining our
    company; ongoing induction is provided as necessary;
2. Each member of staff receives a formal annual appraisal to review performance
    during the year and set new objectives;
3. Ongoing supervision is provided by the Managing Director;
4. Regular training is provided for all staff members, including legislative and
    contractual training as the need arises;
5. Feedback on the company’s performance is sought from staff members at the
    end of their induction period and again at the end of each training event.

Feedback – please tell us how we are doing

1. We value your feedback, whether it is by phone, email or through the formal
    questionnaire route.
2. All comments are reviewed by the Managing Director and actioned appropriately.
3. Compliments are discussed at team meetings, to ‘share good practice’;
4. Issues or comments of a negative nature are dealt with personally.
5. Feedback is used to inform our provision and helps us to continually review
    our performance and improve our quality.

If you wish to discuss any points raised in this Charter, then please call our Managing Director, Malcolm Yates, on 0845 4900236.

Or alternatively click here Focus-MFB Charter Comment to email a comment.