Customer Charter

Allstaff Employment has a Customer Charter so that all staff and customers, may be clear about the level of service we strive to achieve in all our dealings with clients and candidates. We want to ensure that in all situations when dealing with us, you have an enjoyable rewarding experience.

Allstaff Employment, as a company wants you to recommend our service to your colleagues and friends if we fall short of providing excellent service we want to know about it so that we may put it right for you.

This charter will give you an insight into our business and our staff:

An introduction to who we are
Our values and ethos
Our service standards
Our complaints policy
How to contact us

Introduction

Allstaff Employment is an independently run agency and we have been based in Chelmsford since establishment in 1986. We operate from premises in the centre of the city having our temporary recruitment team, our permanent recruitment team and our accounts team all under the same roof.

Our permanent recruitment team of three specialise in the recruitment of catering staff to the Essex and Suffolk counties. All three staff members are themselves trained Chefs; when joining us one was working as head chef for a 5* hotel, one was sous chef at a highly regarded gastro pub in Essex and the third was working as catering manager for an Essex based university campus. Their combined knowledge and experience from within the catering sector is what sets us apart from any other agency in Essex.

Our temporary recruitment team of three specialise in the recruitment of staff in the commercial cleaning, catering and administration sectors for clients based predominantly in Essex. Our staff in this area have a combined historical understanding of the hotel and catering industry, the warehouse and production sector and the commercial cleaning sector from within hospitals, care homes, schools and colleges.

Our accounts team provide all services related to payroll, invoicing, holiday pay calculation, pension contributions and tax queries. We have always found it highly productive to have an accounts team working so closely with the recruitment consultants as any query raised by a client or a temporary worker can be resolved with minimum fuss and maximum efficiency.

Our Values and Ethos

Our ethos is a simple one, it is to be the most honest, fair and genuine recruiter we can be.

We strive to achieve this in all dealings with candidates and clients alike by sticking to these values:

Treat everyone we deal with respectfully
Always act with integrity
Take ownership of a task or problem right to the end
Be completely honest when discussing candidates and job vacancies
Always ensure our clients understand our simple terms and conditions of business
Strive for excellence always in every aspect of our job

Our Service Standards

Communication

All telephone calls to the office will be answered in three rings
All callers will be advised the name of the consultant answering the call
Any issue or query raised by email will be responded to in 24 business hours

Market Knowledge

We will provide honest, impartial advice regarding the job market offering opportunities to candidates only if we believe they match both the clients and the candidate’s criteria. We will never force an interview or a temporary post onto a candidate.

Candidate Matching
In the majority of cases, we meet all candidates face to face to gain a thorough understanding of their skills, abilities and preferences before we commence any search for new employment when this is not an option we ensure that we conduct an equally thorough understanding of the candidate.

Job Matching
Wherever possible we will meet all clients to take job details before we commence our search. If we can’t meet face to face, at the very least we will ensure our discussions with our client provide us with an in-depth understanding of their requirements from a new employee and that we have enough insight into the clients business in order to fully appraise any prospective employee.

Interview Feedback
We will ensure that feedback is provided after every interview, good and bad. All interviews should be considered an excellent opportunity to develop interview skills and enhance your prospects of securing the right job.

Complaints
We actually welcome any complaint you have regarding our business and our service. If you take the time to raise an issue we will ensure that as a company we learn from that experience and develop new strategies to overcome any issue.

First Impressions
We will strive to ensure that the first impression you have of our company will be a lasting one, and not for bad reasons. You will be greeted in a courteous, friendly manner whether your first experience is over the phone, face to face or electronically.

Business Dealings
We will ensure that every new client is in receipt of our terms and conditions of the business before we commence a search for a permanent or a temporary candidate. All fees and charge rates will be discussed and agreed before any candidate is sourced. Nothing will be hidden in the small print; our terms of business are very straight forward.

Our Complaints Policy

Allstaff Employment views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the complainant.
Our policy is:

To provide a fair complaints procedure which is clear and easy for anyone wishing to complain
To publicise the existence of our complaints procedure/policy so that people know how to contact us to make a complaint
To make sure all staff members at Allstaff Employment know what to do if a complaint is received
To make sure all complaints are investigated fairly and quickly
To make sure that , wherever possible, complaints are resolved and relationships repaired
To make sure that information regarding the complaint is used to improve our service going forward

Complaints Procedure of Allstaff Employment

Written complaints may be sent to Allstaff Employment at 63 New London Road, Chelmsford, Essex, CM2 0ND or by email to timshepherd@allstaffemployment.co.uk .

Verbal complaints may be made by phone to 01245 287220, asking directly for Mr Tim Shepherd or the consultant with whom you have had dealings.