customer charter · why choose education + training skills education + training skills (ets) has...
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Customer Charter Putting customers at the heart of all we do
Inspire Grow Achieve
About Education and Training Skills
Established in 1965, Education and Training Skills (ETS) is a long standing,
highly successful South West based independent training provider and
registered charity. We provide executive support services, bespoke accredited
and non accredited professional development courses, apprenticeship provision,
vocational in house training and online distance learning. As a long standing
training provider we have the skills, knowledge and understanding to provide
long term business and training solutions to companies of all sizes.
Courses — Our courses and programmes are designed to
produce outstanding results for you. So if you are looking to upskill,
yourself or your staff, we are here to help.
Executive Support Services — An appreciative inquiry and evaluation of
business and or personal matters to understand and then attempt to help
people, organisations and communities become more successful.
Room hire — We offer room hire at competitive prices at our centre in
Exeter.
Apprenticeships — We provide a wide range of professional
Apprenticeships for new and existing employees.
Why choose Education + Training Skills
Education + Training Skills (ETS) has customer service at the heart of
everything that we do, providing training that produces outstanding results and
career progression.
ETS aims to embody ‘action learning’ in all its courses.
ETS is committed to Safeguarding, Prevent, British Values, Equality and
Diversity and the Disability Confident scheme.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Our Mission
“To deliver outstanding training”
Our Vision
“To inspire people and businesses to embrace growth and achieve success
through outstanding training”
Values
Provide learning opportunities that improve quality of life
Delivering excellence throughout all of its provision
Promoting Health, Safety and Equality across all programmes of delivery
Committed to safeguarding and the welfare of learners
Working as a team and respecting one another
Being professional and customer focused
Making learning opportunities readily available
Commitment
ETS Safeguards and promotes the welfare of all learners and expects all
staff, visitors, employers and its learners to share this commitment.
ETS has policies and procedures in place to guarantee we meet our
obligation including, equality, diversity and inclusion, safeguarding, access
and fair treatment for all
ETS is committed to the prevent strategy.
ETS advocate the Disability Confident Employer scheme, and are proud to be
Disability Confident ETS supports Armed Forces personnel, veterans and their families through
the Armed Forces Covenant.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Our vision for our relationship with you
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Ownership
Authenticity
Achievement
Customer
Relationship
Vision
Collaboration
What is the Customer Charter? What we will do for you;
The standards of service you can expect;
The expected timescales
All our actions and
What we need from you to enable us to meet our commitments.
What we promise to do — in line with our vision and
values
All enquiries will be dealt with in accordance with our service standards
We will quickly identify and respond to your needs
All customers will be allocated a main point of contact
Our free impartial Organisational Need Analysis (ONA) determines the needs
of your organisation and ensures the training is relevant and will provide the
impact that you require
We will listen to you and present our proposals and service level agreements
in a clear and concise manner
We will provide professional staff with the relevant occupational experience
We will provide learners with an Individual Learning Plan (ILP) and Learning
Journey detailing their training and agreed completion dates.
Service Standards
All written and electronic correspondence will be answered within 5 working
days
All telephone calls will be answered promptly within office hours
All staff will respond in a polite and professional manner
All customers will be treated with respect and integrity
All training will be delivered in a safe and secure environment
All training will be delivered in appropriately resourced facilities
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
What we expect from our employers
We work in partnership with you to develop effective training solutions to
meet your business needs
To encourage your employees to treat all training staff with courtesy and
respect and to feed back the effectiveness of the training
To bring to our attention any specific needs that your employees may have
so that we can assess their appropriate learning support needs
To pay all invoices in accordance with our terms and conditions.
In addition for those learners undertaking an apprenticeship:
To support your employees to undertake and complete their minimum 20%
off the job training
What we expect from our learners
To let us know of any specific learning difficulties or impairments that you
may have so that we can assess appropriate support needs
To engage fully in your individual learning journey
To attend and participate positively in all workshop sessions
That you will treat all training staff and other learners with courtesy and
respect and feed back on the effectiveness of the training.
In addition for those learners undertaking an apprenticeship:
To commit to the minimum 20% off the job training that is required for you
to achieve your programme of study
Note: Visit the News page on our website to find out more about 20% off the
job training.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Customer Journey (Employer)
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Typical
stages of the
Employer
Journey
Pre-enrolment: Initial contact;
Allocate key account manager; Organisational Needs Analysis; Bespoke training programme
Enrolment: Learner enrolment;
Learner Initial Assessment; Service Level and EPA Agreements;
Commitment statement; Employer contribution;
Allocation of Training Facilitator
Induction: Workplace induction;
On programme induction; Use of OneFile
On programme delivery: 20% Off the Job Workshop delivery
Teaching, Learning and Review —Knowledge, Skills and Be-
haviours assessed Functional Skills
Survey Welfare
IAG
Gateway Preparation (Standards only): Attend workshops; Presentation skills;
Sign off, Employer/Learner/Training Facilitator/Internal
Quality Assurer; EPA preparation;
Mock EPA
End Point Assessment (Standards only):
Live EPA
Progression: Progression appointment;
Measure impact of training; Next steps
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Customer Journey (Learner)
Pre-enrolment: Information, Advice and
Guidance (IAG); Recognition of Prior learning
(RPL)
Enrolment: Apprenticeship agreement; Commitment statement;
Enrolment form; Initial Assessment;
Individual Learning Plan; Learner Journey;
Allocation of Training Facilitator
Induction: Workplace induction;
On programme induction; Use of OneFile
On programme delivery: 20% Off the Job Workshop delivery
Teaching, Learning and Review —Knowledge, Skills and Be-
haviours assessed Functional Skills
Welfare Survey
IAG
Gateway Preparation (Standards only): Attend workshops; Presentation skills;
Sign off, Employer/Learner/Training Facilitator/Internal
Quality Assurer; EPA preparation;
Mock EPA
End Point Assessment (Standards only):
Live EPA
Progression: Achievement;
Information, Advice and Guidance;
Progression appointment; Certification; Progression
questionnaire
Typical
stages of the
Learner
Journey
Safeguarding Statement
ETS is fully committed to Safeguarding and promoting the welfare of all
learners and expects all staff, visitors, employers and other learners to share
this commitment. ETS aims to achieve this by taking all reasonable steps to
protect learners from neglect, physical, sexual or emotional harm,
discrimination and/or stealing. All Staff will, at all times, show respect and
understanding for the rights, safety and welfare of leaners and conduct
themselves in a way that reflects the principles of the organisation.
ETS will do this by:
Ensuring that all staff are carefully selected, trained and supervised;
Assessing risks to minimise and manage them;
By having clear reporting lines so that learners can voice concerns or
complain about anything that they might not be happy with;
By responding to allegations appropriately with full investigation and, if
appropriate implement the disciplinary and appeals procedures;
Through implementation of the Safeguarding Policy, adherence to the
Safeguarding code of behavior and staff training.
All Learners have the right to feel and be safe. If you feel that you are
suffering from any of the forms of abuse by another learner, member of staff,
visitor, employer or work colleague, you should report this to a trusted member
of ETS staff and/or a member of the ETS safeguarding team as soon as
possible:
Simon Mills 01392 445444 Safeguarding Manager (24hr 07756 147275)
Laura Osborne 01392 445444 Designated Safeguarding Officer
Adele Brayley-Duncan 01392 445444 Designated Safeguarding Officer
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Prevent Duty
Protecting learners from radicalisation is seen by ETS to be part of its
wider Safeguarding duties and is similar in nature to protecting learners from
other forms of harm.
The Prevent Duty is not intended to stop learners from having views on
controversial issues but it is important that the risks associated with terrorism
are understood by staff, learners and employers.
As part of the Prevent Duty all staff have received training which will assist
them to identify learners who may be at risk of radicalisation and for them to
know what steps to take if a problem is identified.
Channel Fact Sheet
Learners / Employers who have concerns about Safeguarding or Prevent
should contact our Safeguarding and Prevent Lead or a member of our
Safeguarding Team on 01392 445 444 / 07756 147275 (24 hr) or via email:
British Values
Our own values relate to the British values listed below and we expect anyone
we work with to respect and adhere to these values also.
Democracy: Making decisions together, for example giving opportunities to
develop enquiring minds in an atmosphere where questions are valued.
Rule of law: Understanding rules matter as cited in Personal Social and
Emotional development for example collaborating to create rules and codes of
behaviour.
Individual liberty: Freedom for all, for example reflecting on their
differences and understanding we are free to have different opinions.
Mutual respect and tolerance: Treat others as you want to be treated, for
example sharing and respecting other’s opinions.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Measuring our performance
We have quality systems in place to tell us where we are performing well
and where we need to improve. This is monitored at all levels in the organisation
with a process in place to review and improve where required.
Specific targets are set in our Quality Improvement Plan which is monitored on a
monthly basis.
In addition, to measure how we are doing, we will use:
Employer surveys
Learner surveys
External inspections
Formal and informal customer feedback
Contract management meetings
Peer reviews
We will report regularly on how we are doing via our newsletters and websites.
Our inspection report is also available on the OFSTED website.
Our performance is also regularly checked by our Board of Trustees.
Comments, Compliments and Complaints
Your feedback is important to us. We want to provide you with an excellent
customer experience and would like to know when you are pleased with the
service you have received.
We also want to know where you think we can improve and welcome your
suggestions. You can do this at anytime either in writing or verbally to any
member of staff or through our feedback forms and surveys.
We like to use testimonials in our marketing materials and we appreciate it when
you thank us for the training experience you have received.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
What if we get it wrong?
Education + Training Skills (ETS) treats all complaints, whether they are from
apprentices/learners, parents, employers or any other source with the highest
priority. All complaints are monitored reviewed, evaluated and acted on with the
aim to continual improve our service.
Complaints can be made by contacting ETS via one of the following options:
Call: 01392 445444 or 0800 7311902 and ask for the Quality Improvement
and performance Manager
E-mail: [email protected] (FAO: The Quality Improvement and
Performance Manager)
Write to: Complaints, Education + Training Skills, ETS House, Emperor Way,
Exeter Business Park, Exeter, Devon. EX1 3QS.
Speak directly with your Training Facilitator who will escalate the complaint
as necessary
All complaints must be responded to immediately. If an in-depth response or
report is required then an acknowledgement must be sent; within 5 working
days for a written communication or 48 hours for a verbal or email complaint. A
full response must be sent within 10 working days of receipt of the complaint.
If the complainant is not satisfied with the outcome of the investigation, then
they are to be directed to the General Manager who will complete a further
investigation and respond within 5 working days.
If the complainant is still not satisfied with the outcome, then the complaint is to
be referred to the Chief Executive Officer (CEO) for the complaint to be
reviewed. The CEO will carry out a further investigation and respond within 10
working days.
Safeguarding / Prevent / British Values
Telephone: 01392 445444 Freephone: 0800 7311902
Email: [email protected] Website: www.trainingsouthwest.co.uk
Quality Standards and Government Bodies:
Working in partnership with:
Education + Training Skills
ETS House [email protected]
Emperor Way www.trainingsouthwest.co.uk
Exeter Business Park 01392 445444
Exeter Text: 07756 147275 (24/7)
EX1 3QS Freephone: 0800 7311902
Follow us on Twitter @ETS_Training
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