Liquid Personnel - Customer Service Policy
We really value feedback from candidates, clients, business partners and visitors to our site. We are always looking to continually improve the level of service we offer, and there are various channels through which you can provide feedback:
- Contact Us - If you would like to make any comments, suggestions, or raise a query, please click on the contact us section of this website.
- Complaints - If you wish to make a compliant, please refer to our Complaints Policy & Procedure on the “about us” section of this website.
- Surveys - We routinely survey customers to monitor and measure customer feedback (see below for details)
Customer Service Monitoring:
Liquid Personnel survey our candidates and clients throughout our recruitment process, collecting data on all elements of our service. The results are reported to our board of directors, and any areas for improvement are identified. Issues raised during the surveys are investigated by a senior member of staff in order to provide a swift and positive resolution for all parties.
We use the data we collect to calculate a “Net Promoter Score” (NPS) based on how likely respondents would be to recommend our services. This is an industry-recognised measure of customer service excellence, and as a business we are fully committed to achieving exceptional NPS scores.
We are committed to ensuring that all phone calls and emails received from clients and registered candidates, and applications in respect of specific vacancies, are responded to within agreed timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline.
Standards of Customer Service:
All employees are trained in our exceptional customer service standards. They will exhibit customer friendly service skills and be knowledgeable, professional and courteous in meeting the needs of our customers.
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s (REC) Code of Professional Practice; and that they are consistently applied to all our customers.