EYECS Customer Standards

Our commitment to you

EYECS Mission

Customer contact by telephone

• Answer the telephone within 4 rings
• Answer your call with a suitable greeting
• Give our name and the name of the establishment when we answer your call
• Use your name, if known, at least once during the call
• Take ownership of your call and only transfer you when we are certain that it is the relevant person to deal with your enquiry 
• Give you a clear explanation of what follow up action can be expected and the timescale if your call cannot be resolved immediately
• Use good telephone manners

Voicemail

• Respond to voicemail messages within 1 working day
• Offer alternative urgent contact details
• Make sure the message on voicemail is correct and relevant
• Not use voicemail during core hours

Customer contact in writing

• Send at least an acknowledgement within the period required by Code of Practice, and followed by a full response – or at least an update on progress advising when a full reply will be received.
• Respond to Councillors/MPs within 3 working days
• Respond to Parents/Governors/Headteachers within 10 working days
• Respond to all other correspondence within 20 working days
• Include the name and contact details of the person dealing with the query. 
• Use Arial 12 point for written correspondence
• Use plain language that is easy to read and understand.
• Check spelling and grammar
• Always include the file path in the footer of the document

Customer contact by email

• Send an acknowledgment within 1 - 3 days of receipt of an e-mail, and provide a full response or an update on progress advising when a full reply will be received within 20 days
• Include your name and contact details.
• Use plain language that is easy to read and understand
• Remember that e-mails are not for bad or contentious news
• Meet you face-to-face if you have an issue that needs to be resolved
• Activate an Out of Office Assistant if we will be out of the office for more than 1 day

Complaints

• Acknowledge all complaints within 5 working days
• Record all complaints received into the Service
• Provide a full response, including the name and full contact details of the person dealing with your enquiry within 20 working days.  (For complex complaints a detailed progress update with an expected date for a full reply is acceptable.)

Reception area/customer contact in person

• Clearly display our reception opening times and adhere to these
• Provide accessible services to all our customers
• Wear name badges
• Apologise for any wait and will keep you informed of any actions we are taking

Visting

• Carry and show you an ID card
• Make an appointment and keep to it