Customer Service Standards

• Deliver our targets and Customer Supplier Agreements with repayment customers
• Be professional at all times
• Be welcoming, polite and helpful
• Give clear information about our services, avoiding the use of jargon
• Learn from your feedback
• Be flexible and responsive to your needs
• Act quickly and efficiently to correct mistakes

When you phone us

We will:

• Aim to answer your call within 6 rings, providing our name and department. If you contact our Helpdesk we will try to answer your call within an average waiting time of 30 seconds
• Ring you back within 2 working days if we are unable to respond to your query immediately
• Respond to telephone messages within 2 working days

When you write to us

We will:

• Provide a full response to letters, faxes, and emails within 10 working days, or within 5 working days if your correspondence can be dealt with by our Helpdesk
• Notify you if we cannot provide a full response within this timescale, including a full explanation, indicating when you can expect a reply

When we write to you

We will:

• Provide clear, typed and easy-to-read correspondence
• Use language that is easy to understand and explain complex and technical words
• Make sure that you are given suitable contact details

What you can do to help us

If you are a Sponsor, you should:

• Ensure that Security Clearance applications are justified and at the right level
• Check that Security Clearance applications are completed fully and accurately
• Ensure that requests for priority Security Clearance applications are clearly identifiable

If you are a Subject, you should:

• Ensure that you notify us of any dates when you will not be available for interview
• Ensure that you answer any supplementary enquiries promptly