Customer Charter

You can expect:-

Receptive, responsive, professional and efficient staff to deal with your enquiry by answering telephone calls promptly and redirecting calls to the appropriate personnel when required.
Written enquiries will be dealt with on a daily basis and you can expect a response within 5 working days.
Email enquiries will be dealt with on a daily basis and your request for information responded to within two working days.
Up-to-date information available via the college web site.
Information, Advice and Guidance suitable to your business and employee by qualified personnel.
Advice on the range of training programmes, products and services that are available.
Literature to be sent to you containing specific programme details.
A date for following up the initial query .
To be allocated an account manager where appropriate.
Your contact details to be recorded on our employer Client Relationship Management (CRM) database.
Attendance at your company training events when requested we will be happy to send a college representative where possible.

You can also expect: -

Suitably trained, qualified and knowledgeable staff to deal with your enquiry who will abide by the following code of principles: -

Confidentiality

The process will be confidential to the individual / employer and information will not be passed to third parties without permission

Client / customer focus

The process will be focused on the needs of the individual and company requirements

Equality of Opportunity

Equality of Opportunity will underpin all aspects of the provision

Transparency

The process will be open and transparent. Information will be provided in clear language appropriate to individual needs.

Brokerage

Where we are unable to meet your training requirements we will identify another suitable provider and if requested make contact with that provider on your behalf

Training Solutions

The college will work with employers to identify suitable solutions to training requirements.
Visit you at your premises to discuss training needs and training options available to you
Offer you free organisational and individual needs analysis
Arrange for you to meet your allocated account manager
Devise with you a training plan
Develop a partnership agreement and outline expectations
Invite you for a tour of the college and facilities if appropriate
Conduct health and safety monitoring, providing support and guidance regards your premises
Inform you of any costs and payment arrangements
Outline the quality assurance procedures
Prepare and deliver the agreed training programme in a flexible, responsive and professional manner.
Assess the quality of learning and the impact on your business and inform you of actions or recommendations

Our Quality Promise

The College will endeavour to provide the most effective and efficient training service that meets both learner and business needs of your company. In line with the college quality policy, Total Training Solutions / Bradford College will monitor, measure and assess the provision and make improvements where possible.

This will be done by:-

Securing feedback information in the form of customer satisfaction surveys
Using the colleges robust quality assurance systems
Identifying additional organisational training needs
Assisting you in identifying any future training needs you may have
If things go wrong, responding effectively and in a timely manner to complaints