 |
|
Recognising
that we are only here to build and maintain for the customer
and to improve their facilities.
|
|
|
Recognising
that we are working in the homes or premises of customers, we
must ensure that we all respect this.
|
|
|
Regime
for locking up and checking all is satisfactory in the evenings
|
|
|
People
issues will need to be dealt with as well as building issues,
i.e. ensuring each customer has a clear understanding of what
is going to happen within and around their home or premises.
|
|
|
To
create an informed and honest environment for the customer with
regard to programme, notice etc.
|
|
|
To
be aware of and have planned processes for the disabled, sick
and elderly customers and those who speak a foreign language.
|
|
|
That
our communication system with customers is clear.
|
|
|
Clear
roles and responsibilities communicated properly to customers.
|
|
|
Our
goal must be to satisfy the customer.
|
|
|
Safe
and tidy environment throughout the project.
|
|
|
Works
being completed on time and to the highest quality.
|
|
|
That
we focus on and improve:
 Internal
works Completion
Damage
Cleanness
Overall
Satisfaction
|
|
|
Bespoke
customer charter sets out the level of service to be delivered.
|
|
|
Agree
system for arranging access.
|
| |
|
|
| Dealing
With All Contacts |
|
|
|
| Purpose: |
|
|
|
|
|
When
dealing with anyone in the course of your work you represent
New Charter. New Charter expects you to behave in a proper and
professional manner. Below is the minimum standard to be achieved
when dealing with (contacts) customers. |
| |
|
|
| Scope: |
|
|
|
|
|
All
dealings with customers (both internal and external), suppliers
and all those you come into contact with through your work. |
|
|
|
| Procedure: |
| |
|
|
|
|
Prior
to visiting or meeting any customer, ensure you are equipped
with the correct material or information you may need.
|
|
|
Ensure
your ID is presented to all customers for verification. Dealing
with all customers should be conducted with honesty, integrity
and in a courteous manner.
|
|
|
Be
punctual. Should the need arise ensure you communicate the reasons
for delay or postponement of meetings or works.
|
| |
|
|
| Conduct
Section: |
|
|
|
|
|
All
materials/plant/tools etc shall be removed from the properties
and garden areas at the end of each working day.
|
|
|
Dustsheets
are to be laid wherever the operatives may walk within the properties.
Where there is potential for spillage on paths and driveways,
protective covering is to be laid.
|
|
|
On
completion of the works, and in any case, at the end of each
working day the operatives are to dust, sweep, vacuum and clean
the property where dirt/debris has arisen due to the works.
|
|
|
All
disengaged services must be reconnected overnight or alternative
arrangements made.
|
|
|
Noise
is to be kept to a minimum. Radios are not to be played.
|
|
|
All
Operatives must comply with the following: -
Wear
ID at all times
Park
in designated parking facilities
Use
designated toilets/or seek permission off
the customer
Be
polite and courteous
Wear
N.C.B.C. uniform
|
|
|
You must not impede access to the property. |
|
|
|
| No
Smoking Policy: |
|
|
|
|
|
There
is a 'No Smoking Policy' throughout the Group. Smoking while
attending external meetings on behalf of the Group, including
meetings with customers in their homes, tenant's association
meetings, etc is not permitted.
|
| |
|
|
| Dress
Code: |
|
|
|
|
|
You
are expected to attend work dressed in a manner appropriate
for your duties.
Whilst at work your dress and general appearance should be clean,
tidy and consistent with the professional image, which the Group
seeks to project.
You will be expected to wear the appropriate uniform if your
post is a designated one for which a uniform is expected to
be worn.
|
|
|
|
| Vulnerable
Tenants: |
|
|
|
|
|
When
visiting the elderly, remember it could take them longer to
answer the door. Always show your ID - do not wait to be asked. |
| |
|
|
| Telephones: |
|
|
|
|
|
The
minimum standard to be achieved is that 95% of calls should
be answered within four rings (10 Seconds).
|
|
|
|
|
|
Answering
the telephone:
"Good Morning/ Afternoon" (as appropriate).
"New Charter Building Company - Section/Name of representative
speaking".
"How can I help you?"
|
|
|
|
|
|
Calling
Customers:
"Good Morning/ Afternoon" (as appropriate).
Name of Caller (New Charter Building Company - Section/Job Title
- Purpose of Call.
|
Switchboard 0161 331 2000
