Privacy Policy
Customer Service and Continuous Improvement Policy
1. Policy Statement
DCM Recruitment Ltd is committed to providing a professional, responsive and high-quality recruitment service to both clients and work-seekers.
2. Scope
This policy applies to all Directors of DCM Recruitment Ltd, together with all clients, registered work-seekers and agency workers who receive services from the Company. The Directors are responsible for implementing, monitoring and reviewing this policy to ensure consistently high standards of customer service are maintained.
3. Customer Service Standards
DCM Recruitment Ltd is committed to delivering a professional, responsive and reliable recruitment service. We aim to build long-term relationships with clients and work-seekers through honest communication, high safeguarding standards and consistent service delivery.
Our customer service standards include:
• Providing honest and professional advice.
• Responding to enquiries promptly.
• Matching suitable candidates to appropriate vacancies.
• Maintaining safeguarding and compliance standards.
• Dealing with concerns professionally and courteously.
4. Communication
DCM Recruitment Ltd believes that clear communication is fundamental to providing excellent customer service. We ensure that relevant policies and procedures are communicated to clients and work-seekers through a variety of appropriate channels.
Communicated through induction, annual review, CPD logs and compliance meetings.
This policy is available to clients upon request. A copy is also available on the Company's website and may be referenced within the Company's Terms of Business, candidate documentation and email communications, where appropriate.
5. Monitoring
The Directors continually monitor the quality of the Company's service to identify opportunities for improvement. Monitoring activities include:
Telephone calls, school visits, placement reviews, emails, candidate welfare calls and ongoing communication.
6. Measuring Satisfaction
DCM Recruitment Ltd measures customer satisfaction through a combination of formal and informal feedback mechanisms. The Directors regularly review feedback from clients and work-seekers to assess the quality of the Company's services, identify opportunities for improvement and ensure consistently high standards are maintained.
Customer satisfaction is measured through:
• Client feedback.
• Candidate feedback.
• Placement reviews.
• School visits.
• Repeat business and ongoing client relationships.
• Complaint reviews and outcomes.
• Ongoing communication with clients and work-seekers.
7. Continuous Improvement
DCM Recruitment Ltd views feedback as an opportunity to improve its services. The Directors regularly review feedback, complaints, legislative updates and internal audits to identify improvements. Actions taken are recorded within the Company's Continuous Improvement Log.
8. Complaints
Where concerns or complaints are received, they will be investigated promptly and fairly by a Director in accordance with the Company's Complaints Policy. Lessons learned from complaints will be incorporated into future service improvements wherever appropriate.
9. Review
Reviewed annually or sooner if legislation or REC guidance changes.
Related Policies
• Candidate Vetting, Qualification Verification and Safeguarding Procedure
• Work-Seeker Compliance Monitoring and Re-Registration Procedure
• Recruitment of Ex-Offenders Policy
• Professional Registration, Prohibition and Restriction Checks Procedure
• Data Protection Policy
• Complaints Policy
• Equality and Diversity Policy