Customer Care Service

Earlsheaton Technology College is committed to delivering excellence in customer service at all times.
In order to maintain that quality of service , we have developed a series of Service Standards that our customers can expect from us.
If for whatever reason you should feel that we have fallen short of this standard then please contact us either in writing, by phone or in person.

Conduct and Behaviour

All staff and contractors will treat customers with respect by adhering to the following standards...

Be polite and courteous at all times
Behave in a proper and professional manner at all times
Respect the privacy and confidentiality of customers
Handle all data in accordance with data protection guidelines
Respond quickly and try to avoid unnecessary delays
Be appropriately dressed

Working Hours

The telephone and reception will be manned from...

8 a.m. until 4.15 p.m. Monday to Friday during term time
9 a.m. until 4 p.m. Monday to Friday during school holidays

Answering the Telephone

Earlsheaton Technology College will...

Answer the telephone call within five rings
Greet customers in a friendly and professional manner
Answer the telephone with the name of the school and name of the person answering the call
Deal with the telephone request immediately wherever possible, or arrange call backs if necessary
Aim to prioritise all telephone calls

Responding to Correspondence

Earlsheaton Technology College will...

Answer all correspondence within seven working days. This includes letters, emails and faxes
Ensure that all correspondence to customers is sent in the name of the member of staff dealing with the matter
All correspondence is dated and forwarded to the appropriate member of staff upon receipt
Address correspondence to the customer by name wherever possible
Provide relevant information in plain language

Visiting our School

Earlsheaton Technology College will ensure that...

All our offices are accessible to all our customers
Visitors are welcomed in a courteous and professional manner
Location signs are displayed clearly and are kept up to date
All our offices are kept clean, tidy and safe
Private interview rooms are available
Reception areas are kept clean comfortable and have comfortable seating
Notices, posters and leaflets are kept neat and tidy, well stocked and up to date
The reception area will be manned by a trained member of staff at all times
Staff who man reception are given appropriate training in customer care, equality and diversity as well as dealing with violent and difficult situations
Where we are unable to provide the type of service required by our customers, we will avise them of the availability of the services and make appropriate referrals

Appointments

Earlsheaton Technology College will...

Arrange appointments for customers to see members of staff at a mutually convenient time
Notify in writing or by telephone of the date and time of the appointment
Notify the customer as soon as possible if the appointment has to be cancelled

Putting Things Right

If you are not happy with the service you have received please contact the school either in writing or by telephone.
If you continue to be dissatisfied please put your concerns in writing to the school, addressed to the Chair of Governors.

Earlsheaton Technology College
Old Bank Road
Earlsheaton
Dewsbury
West Yorkshire
WF12 7DW

Telephone	: 01924 325230
Fax	: 01924 325232
E-mail	: office.earlsheatonhs@kirklees-schools.org.uk

Monitoring and Maintaining Standards

Earlsheaton Technology College will measure our performance against this standard by undertaking regular customer satisfaction surveys.
This information will be used to assess the success of our services and if necessary improve those areas identified as unsuccessful.