You said. We listened: September’s Viewpoint Results

Thank you to everyone who participated in our recent Viewpoint survey. We were so pleased to see such a high volume of responses and really appreciate you taking the time out of your busy schedule to share your honest thoughts with us.

As we continue this journey together, we hope you can see just how much your feedback matters and how we’re using it to identify the areas we need to improve, making positive changes along the way so you can focus on doing what you love and changing countless lives.

If you’d like to learn more about how we’re turning your latest feedback into action, read on. 

Communication 

We accept our communication levels have, at times, required improvement, and we’re committed to making changes in this area to make sure you’re always kept up to date.  

We are introducing service-level agreements for our customer support teams and implementing more frequent customer check-ins to ensure we can keep you better informed. We’re also delivering training so our teams have a better understanding of what and how to communicate at key stages in the recruitment process, utilising different types of channels so we can be more proactive with our responses.  

Payment process  

Delivering a first-class payroll service and ensuring you are paid correctly on time is so important to us, and we understand how frustrating it must be to chase delays with your pay due to human error. You’ll be pleased to hear that we have recently improved our payroll process by introducing an automated system that will require less human intervention and, in turn, reduce errors.