Our Customer Care Charter

Our Trust's Customer Care Charter

Charter Standards

As a Trust and the functions which sit within our organisation, we uphold customer care to the highest standards and recognise that the way in which we respond to your enquiries and needs is paramount to the trust and confidence which our schools and internal departments have across our services.

If at any time that you are not satisfied with the response to your enquiry or request, our service in any way at all and we have not achieved our Customer Care Charter Standards; please email: businesssupport@consortiumacademy.org immediately.

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Our Charter Target

As the Central Directorate for Finance & Resources, we aim for a 90% success rate to provide a full and complete response to your enquiry or request within 10 working days.

If further works or implementation is required, your enquiry or request may exceed the initial 10 day Target but should be completed or scheduled within monitored timeframes and you can expect to be kept informed. Once your enquiry has exceeded 40 days, it will be referred to the F&R Director for review.

Published Information

As part of our Standards you can trust us to:

Publish information, guidance, policies and forms on the Trust Website;

Publish information, guidance, templates and forms on the Trust’s Staff Handbook on G:Drive

What we ask of you is that you check the Website and Handbook for the information you require, before contacting us.

Treating you right...

You can trust us to:

answer your call within three rings and/or respond to your email the same working day;
do what we say we will do;
be helpful, polite, and treat you fairly and with respect;
listen to and understand your circumstances and concerns;
follow Trust processes correctly;
tell you what to do next if you are not satisﬁed with the outcome of your enquiry or request;
protect your personal information (our GDPR Policy and Privacy Notices tell you more);

Getting it right...

You can trust us to:

provide you with the correct information or decision;
do everything we can to resolve your enquiry or request in a timely manner;
explain things clearly if the outcome is not what you’d hoped for;
apologise and put it right if we make a mistake;
consider your feedback to improve how we do things through our Termly Customer Survey;

Keeping you informed...

You can trust us to:-

resolve your enquiry or request immediately (the same working day) where we can;
refer your enquiry or request if we cannot answer your enquiry immediately (the same working day);
acknowledge your enquiry or request within 48 hours of the person to whom it has been referred, working week;
tell you what will happen next and by when;
update you of the progress, delays, or issues;

Who Can Help You?:

Dept:	Finance	HR	Estates	Facilities
Examples:	Budgets/Codes/PSF/ SchoolComms/Invoicing	Recruitment/HR/ Absence/Maternity	Maintenance/Caretaking Project Planning	Compliance/Conversions/ Health & Safety
Who can help?:	Liz Frere-Smith Head of Service - Finance & HR	Liz Frere-Smith Head of Service - Finance & HR	Tina Flanigan Head of Service - Estates	Robin Chew Head of Service Facilities & Compliance
	Judy Pymar Senior Finance Officer	Joy Kent HR Consultant
	Lisa Jones Senior Audit Officer

Termly CCC Survey:

A CCC Customer Survey will be undertaken Termly by Business Support and results will be fed back to Individuals, the Trust Board and Schools, where relevant. These will be circulated to the Academy Head & Office Manager at the end of each Term.

Dissatisfied with our Service?:

If at any time that you are not satisfied with the response to your enquiry or request, or our service in any way at all and we have not achieved our Customer Care Charter Standards; please email: businesssupport@consortiumacademy.org immediately.