Customer Care & Service Policy
Term Time Teachers is a member of the Recruitment and Employment Confederation (REC) and adheres to their Code of Professional Practice (see attached)
Term Time Teachers Ltd Customer Service Policy Statement
At Term Time Teachers we endeavour to provide every candidate and client with the best possible service at all times. If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details are set out below.
Initially we ask you to contact your designated consultant who will be able to advise you on your:
a) Immediate solution
b) Suggest and advise on the next appropriate action to be made
c) Direction on how to take your 'area of enquiry' to the right and appropriate person for it to be solved with the best outcome
We will respond to your query within 3 - 5 working days.
This policy will be kept up to date, to reflect changes in the nature and size of the company. To ensure this, the policy and its effectiveness will be reviewed annually by John Parisella MD.
Security
Term Time Teachers insist on meeting every candidate face to face who will work alongside us, whether it is for day to day assignments, or permanent positions. Every candidate, regardless of Qualified Teacher Status (QTS) or not, is fully cleared to DfE Quality Mark Award standards; although to date the DfE QM is only for people with QTS, Term Time Teachers continue to register, vet and clear every candidate to the same stringent checks as expected in this government requirement. Every candidate who calls in, regardless of QTS, is requested to bring to registration ALL original documents (where applicable) as highlighted on our company website www.termtimeteachers.co.uk
Not only do Term Time Teachers meet every candidate face to face, but also meet every client face to face too (this is dependent on availability of the school as to when the visit is arranged and carried out). It has been our policy to meet every school / educational establishment personally to again ascertain the working environment for our candidates and to offer them our confidence of informing them of surroundings, location type of school etc before they accept an assignment.
The additional purpose of any visit is to also offer the school / educational establishment the confidence in knowing Term Time Teachers will strive to always match the best person for the role.
Courtesy
All recruitment consultants employed through Term Time Teachers will be trained in our customer service standards, will exhibit customer friendly service skills. and be knowledgeable, professional and courteous in meeting the needs of our candidate and clients.
Communication
We at Term Time Teachers will return all phone calls and emails received from clients, and registered candidates and applications in respect of specific vacancies/positions within our best timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline, this of course is dependent on the clients requirements (such as closing date changes etc) and candidate (such as availability etc).
Consistency
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our candidates and clients. Although we do have our annual DfE Quality Mark Audit which ensures we carry out all 'Safeguarding Children' expectations for vetting and registration to their absolute highest, we will also continue to offer the best and appropriate service as part of our daily routine.
Complaints
Term Time Teachers seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Divisional Consultant in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints process is in place for any disputes, copies are available from our offices. Please refer to our complaints policy.
Access to Information
We comply fully with the provisions of the Data Protection Act 1998. Any personal or confidential information held by us about a client or work seeker is fully accessible to that person or body for review or editing by contacting the Managing Director.
Reduce Bureaucracy
Wherever possible, without compromising our legal requirements and professional standard, we strive to reduce the burden of unnecessary paperwork. However, due to the nature of our business we are obliged to photocopy original documents to keep on file to ascertain that true and actual paperwork is provided to ensure the person applying to work with children is accurate.
Term Time Teachers email both Invoices and Payslips to reduce excessive use of paper and have for over 4 years eliminated timesheets, again to reduce waste; this is replaced by Term Time Teachers calling each and every client personally every Friday to confirm assignment details which will result in accuracy.
Term Time Teachers also have to keep copies of DBS, proof of Teaching Agency Registration, and of course List ’99 information.
Training / CPD
Term Time Teachers will offer at every possibility FREE training for ALL our candidates, whether this be for the ever changing Curriculum based training, or general training, which will enhance both the safety and learning of pupils and of course benefit the candidate whilst the pupil is in their care.
Term Time Teachers are happy to introduce induction training to ALL candidates who attend your school / educational establishment with no charge and at our offices at Toll House.
Support
Term Time Teachers offers full support for candidates and clients, whether it be for emergency vacancies, to availability from 6.00am to 11.00pm daily (inc. weekends), where you will always have a team member to speak to personally regarding a query.
How to Contact Us
Term Time Teachers Ltd
Toll House
St Johns Road
Tunbridge Wells
Kent
TN4 9NP
Tel: 01892 676076
Fax: 01892 678999
Email: md@termtimeteachers.co.uk
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