We aim to deal with all telephone Advice Line enquiries at first contact. We aim to deal with general email Advice Line enquiries within 24 hours. Where a complex question requires research or more comprehensive consideration, we aim to provide a full response within 3 working days. We aim to provide a reply to written enquiries within five working days. We aim to deal with telephone messages within 48 We regularly monitor customer feedback against targets as follows: Service Standard Target Average Performance 2012/13 2013/14 2014/15 2015/16 2016/17 Case work support 99.3% 99.5% rated as overall 90% 99.1% 99.2% 100% good or excellent Training rated as 100% overall good or 96.7% 97.1% 90% 98% 99% excellent The expertise of 90% 97% 96% 94% 100% 100% our consultants The positive impact we have on 97% 90% Not recorded 98% school improvement The percentage of customers who 100% 100% 100% 100% 100% 100% would recommend our service Part 2: COMMISSIONED SERVICES The majority of HR issues are addressed as part of the Full Consultancy Service. However, there may still be occasions when a bespoke service is required. In these cases, HR is able to use its experience and expertise to design and deliver a specific, tailor-made service that meets the identified need be it for an individual establishment or a group of schools/people. – There will be a separate charge for such a commissioned service, and a quote will be provided before any work is undertaken. For Full Consultancy customers, such services are offered at a discount of the full normal rate.
We aim to deal with all telephone Advice Line enquiries at first contact. We aim to deal with general email Advice Line enquiries within 24 hours. Where a complex question requires research or more comprehensive consideration, we aim to provide a full response within 3 working days. We aim to provide a reply to written enquiries within five working days. We aim to deal with telephone messages within 48 We regularly monitor customer feedback against targets as follows: Service Standard Target Average Performance 2012/13 2013/14 2014/15 2015/16 2016/17 Case work support rated as overall good or excellent 90% 99.3% 99.5% 99.1% 99.2% 100% Training rated as overall good or excellent 90% 96.7% 97.1% 98% 99% 100% The expertise of our consultants 90% 97% 96% 94% 100% 100% The positive impact we have on school improvement 90% Not recorded 98% 97% The percentage of customers who would recommend our service 100% 100% 100% 100% 100% 100% Part 2: COMMISSIONED SERVICES The majority of HR issues are addressed as part of the Full Consultancy Service. However, there may still be occasions when a bespoke service is required. In these cases, HR is able to use its experience and expertise to design and deliver a specific, tailor-made service that meets the identified need – be it for an individual establishment or a group of schools/people. There will be a separate charge for such a commissioned service, and a quote will be provided before any work is undertaken. For Full Consultancy customers, such services are offered at a discount of the full normal rate.
SLD%20-%20Feb%202018.docx