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Service Standards

In this section you will find: details of the high standards of service that we set for ourselves.

The Standards We Set Ourselves

Section	Service	Time Standard	Manner / Product Standard
Admissions	respond to brochure requests	within 48 hrs	polite, friendly & helpful
	respond to tour requests	within 48 hrs	polite, friendly & helpful
	intake liaison/admin	to deadline/48 hrs max	polite, friendly & helpful

Applications	respond to information requests	within 48 hrs	promptly and efficiently
	send for references	same day	prompt, polite & efficient
	invitation to interview	same day	prompt, polite & efficient

Finance (consumables)	order budgeted items	to deadline	polite, prompt & efficient
	refer to fund manager	same day	polite, prompt & efficient
	respond to payment enquiry	same day	polite, prompt & efficient
	refer for payment	48 hrs max	---
	School Fund admin	48 hrs max	polite, prompt & efficient
	banking	48 hrs max	---
	payments	usually as requested within 48 hrs	---
	enquiries	same day	polite, prompt & efficient

	utilities,fittings orders	as required - within 24 hrs	polite, prompt & efficient
	refer for payment	within contract	best value for money

Communications	Student News	weekly (F)	precise, concise & relevant
	Staff Bulletin	weekly (F)	precise, concise & relevant
	Staff Briefing summary	same day	precise, concise
	Tuxford Topics	termly deadline	precise, concise & relevant
	Essential Read	termly deadline	crisp clean encl., printed label

Complaints	receive/identify/record	immediately	calm, honest & sympathetic
	response	within 3 days	calm, honest & sympathetic
	action	to deadline set	measured & appropriate

Exclusions	issue notice	within legal limit	promptly & efficiently

First Aid/illness	injury/illness assessment/aid	immediately	calm, confident & sympathetic
	refer as appropriate	immediately	calm, confident & sympathetic
	inform parents	within 1 hr	calm, confident & sympathetic
	record accidents, etc. (form SS3/5)	same day	calm, honest & efficient

Hospitality	greeting	within 5 mins	polite, friendly & helpful
	refreshments	as programme/every 2 hrs	punctual, friendly and helpful/ sufficient & appetising

Lettings	respond to enquiries	same day	polite, friendly & helpful
	send letting form	within 24 hrs	promptly & efficiently
	log booking	same day	promptly & efficiently

Maintenance	log requests	same day	promptly & efficiently
	assess and refer to budget manager	H & S same day; routine - 5 days	promptly & efficiently
	send for quotes	within 48 hrs	clear, detailed and accurate spec
	assess and refer to budget manager	after deadline	best value for money

Minibus	arrange driver tests	within 48 hrs	promptly & efficiently
	arrange service	start of academic year
	arrange repairs	same day (as necessary)	promptly & efficiently
	take bookings	same day	polite, friendly & helpful
	refer invoices for payment	within contract	best value for money

Personnel	prepare contracts	within 48 hrs	promptly & accurately
	update records	within week	promptly & accurately
	process salary claims	weekly (W)	promptly & accurately
	resolve salary discrepancies	same day	polite, friendly & helpful
	refer invoices for payment	within contract	best value for money

Pupil records & pupil support	update contact/medical records	same day	promptly & accurately
	process SIMS data sheets	within 1 hr	promptly & accurately
	late/permit slips to tutors	next register	promptly & reliably
	update lunchtime pass	within 48 hrs	promptly & reliably
	deliver telephone message	within 4 hrs	polite, friendly & helpful

Reception	answer phone	within 5 rings	clear, polite, friendly & helpful
	return call/answer enquiry	same day	polite, friendly & helpful
	phone message/fax to pigeonhole	within 1 hr	- - -
	greet visitors	promptly - within 3 mins	polite, friendly & helpful

Reprographics	respond to enquiries/ requests for quotes	usually immediately - 24 hrs max	polite, friendly & helpful
	typing, internal - 2 pages	to deadline - 48 hrs max	polite, friendly & helpful
	- 10 page booklet	- 72 hrs max	polite, friendly & helpful
	typing, external - 2 pages	to deadline - 48 hrs max	polite, friendly & helpful
	- 10 page booklet	- 72 hrs max	polite, friendly & helpful
	printing, internal - 2 pages	to deadline - 48 hrs max	polite, friendly & helpful
	- 10 page booklet	- 72 hrs max	polite, friendly & helpful
	printing, external - 2 pages	to deadline - 48 hrs max	polite, friendly & helpful
	- 10 page booklet	- 72 hrs max	polite, friendly & helpful
	typing (and printing) quality	- - -	legible, attractiely presented and checked for spelling errors
	delays to work notification - internal	planned - 48 hrs unplanned - immediately	notice in Bulletin. notice on white board.
	delays to work notification - external	within 24 hrs	polite, friendly and apologetic

Shop	open (3 days; 1.00-1.30)	as advertised	polite, helpful & efficient
	serve and supervise pupils, etc	whilst open	polite, helpful & vigilant
	record sales	immediately	promptly & efficiently
	order stock	as needed	best value for money

IT Support	log requests	same day	promptly & efficiently
	responds to requests	within 1 hr	promptly & efficiently
	send for support	within 30 minutes	efficiently
	emergency issues	immediately	promptly & efficiently

Service Standards

The Standards We Set Ourselves

Section

Service

Time Standard

Manner / Product Standard