Customer Service Charter
CUSTOMER SERVICES CHARTER
This Customer Charter supports the Human Resources Department’s objectives to provide the highest level of service to the Institute, its staff and the public. We aim to provide a friendly and approachable service and will do our best to provide as much information as we can.
Commitment to Equality of Treatment
In the delivery of our services, the HR Department is committed to fairness, equality of treatment and impartiality.
Consistency of Advice
We are committed to ensuring that we keep up to date in relation to HR related legislation and policies, and to maintaining effective communications within the Department, so as to ensure that you receive consistent advice
from HR.
Consultation
We will ensure that, as far as practicable, we will consult with appropriate stakeholders when formulating new HR policies and procedures
EXTERNAL CHARTER
You will be treated in a professional and courteous manner in all forms of communication.
Voicemail
We endeavour to personally answer all phone calls and will identify ourselves and the name of our department on answering. However, if a message is left on Voicemail requiring a response, we will make personal contact within one working day, where possible. Where an immediate answer cannot be given, we will make every effort to give an estimated timescale. If this is not possible, a holding call will be made at least weekly to keep you updated. Voicemail will state if the person you are calling is away for more than one working day and will provide an alternative contact number.
Email
If we receive an email requiring a response, we will acknowledge this within one working day, where possible, and where an immediate answer cannot be given, will make every effort to give an estimated timescale. If this is not possible, a holding email will be sent at least weekly to keep you updated. The email system will send back an automatic ‘Out of Office’ response if the HR staff member is away for more than one working day and it will provide an alternative contact number.
Correspondence
If we receive a letter requiring a response, we will make every effort to acknowledge it within one week* and where an immediate answer cannot be given, will make every effort to give an estimated timescale. If this is not possible, a holding letter/email will be sent at least weekly to keep you updated. All correspondence will be clear, concise and written with regard to the recipient.
*This may not always be possible if the letter is marked ‘for addressee only’ and/or marked ‘private and confidential’.
If You Visit Us
We will see you on time if you have an appointment, and will arrange a suitable private interview room, where possible. If you have not made an appointment, we will see you as soon as possible. This may mean returning on another day when the relevant HR staff member is available. We will endeavour to give you all the information and advice that you need.
Office Opening Hours
The office opening times are 9.00 am – 1.00 pm and 2.00 pm – 5.00 pm The office will be closed for lunch from 1.00 pm – 2.00 pm.
Access to Information
As an alternative to contacting us directly, please remember to visit the HR website, as you may find the information you need there. We make as much information as possible available on this and it is updated regularly. The website address is: http://secretaryfinancialcontroller.itsligo.ie/human-resources/
We will also ensure that you are kept up to date with any changes in relevant legislation or Institute policy on a regular basis. If you are looking for information other than that on our website, or are having any difficulties, please contact us.
Job Interviews
If you are seeking information/feedback in relation to a job interview that you have attended within the previous twelve months, this does not need to be directed through the Freedom of Information Office. HR will be happy to provide this.
Personal File
If you wish to view your personal employee file, please contact us. An appointment will be made for you to view your file within one working week of your request.
Customer Complaints
If, for any reason, you are unhappy with any aspect of our service or have any suggestions on how we can improve, please contact the relevant staff member from the HR Team. A full list of HR Contacts can be found on our website at: www.itsligo.ie/admin/humanresources.html
Having done this, if your issue is still unresolved, please contact:
Tom Reilly, Human Resource Manager Martina Kelly, Assistant Human Resource Manager
INTERNAL CHARTER
The HR Internal Charter will be adhered to in accordance with the principles contained within the External Charter.
Treating HR Colleagues as Customers
As with external customers, HR staff members will behave in a professional, courteous and helpful manner to one another. HR colleagues will respond promptly to each other when requests are made for information or assistance.
Personal Phone CallsPersonal calls should be brief and never take preference over business calls. They should only be made where absolutely necessary and preferably during break times.
Business Phone Calls
We will identify ourselves and the name of our department when answering the phone. In an open office, please show consideration for others and dial telephone numbers while holding the handset.
Answering Colleagues’ Phones
If a colleague’s phone is ringing, nearby staff make every effort to answer it within four rings and take a message on their behalf.
Voicemail
Voice-mail should generally only be activated during break time or lunch. Messages should be checked regularly. Voicemail messages should always be changed when staff members are going to be out of the office and an alternative contact number must be provided on this message. In an open office, please show consideration to others and listen to voicemail messages by picking up the handset.
If a staff member is going to be away from the office for at least a day, their email should be set to auto reply, with a message to say that they are currently out of the office and their date of return. An alternative contact number/email address must be provided.
Internet & Email
The use of the internet and email for personal reasons during normal working hours should be kept to an absolute minimum. Please refer to the Institute’s policy on this matter which can be found at: http://learningenvironment.itsligo.ie/
Office Opening Hours
Core times are 10.00 am – 12.00 pm and 2.00 pm – 4.00 pm. However, the office opening times are 9.00 am – 1.00 pm and 2.00 pm – 5.00 pm. Each staff office must be occupied by at least one person during these times. Staff members are responsible for organising this amongst themselves, in conjunction with their Administrative Manager. The office will be closed for lunch from 1.00 pm – 2.00 pm.
Access to Offices
Administrative Managers must have copies of keys to all staff offices. If any office is left unattended, it must be locked. A master set of keys to all HR offices will be kept with Martina Kelly.
Staff Complaints
If, for any reason, you are unhappy with how you have been treated by a customer or colleague, please contact your line manager.
Having done this, if your issue is still unresolved, please contact:
Tom Reilly, Human Resource Manager or Martina Kelly, Assistant Human Resource Manager.
If the matter is still unresolved, please contact:
John Cosgrove, Secretary/Financial Controller
The effective date of this Customer Services Charter is 18th February 2008 and it will be subject to operational review.