Customer Service Policy

Customer Service Policy – Updated January 2026

1. Purpose

The purpose of this policy is to set out Sense Education’s approach to delivering a high standard of customer service to clients, candidates, workers, and other stakeholders.

Sense Education is committed to providing a professional, responsive, and consistent service that meets customer needs and promotes long-term relationships.

2. Scope

This policy applies to all employees of Sense Education, including permanent, temporary, and contract staff, in all interactions with:

• Clients
• Candidates
• Agency workers
• Suppliers
• External stakeholders

3. Policy Statement

Sense Education is committed to:

• Delivering a professional and courteous service at all times
• Treating all customers fairly, respectfully, and without discrimination
• Responding to enquiries in a timely and efficient manner
• Providing clear, accurate, and transparent information
• Taking ownership of queries and ensuring appropriate resolution
• Continuously improving service standards through feedback and review

4. Customer Service Standards

Sense Education will aim to meet the following service standards:

• Answer telephone calls promptly or return missed calls as soon as possible
• Respond to emails within one working day where practicable
• Acknowledge enquiries and complaints in a timely manner
• Provide clear updates where issues cannot be resolved immediately
• Communicate in a professional, polite, and solution-focused manner

5. Responsibilities

Employees

All employees are responsible for:

• Delivering high-quality service in line with this policy
• Being polite, respectful, and professional in all communications
• Taking ownership of queries and escalating where necessary
• Maintaining accurate and clear records of customer interactions

Managers

Managers are responsible for:

• Ensuring staff are trained in customer service expectations
• Monitoring service levels and performance
• Supporting staff in resolving escalated issues
• Addressing any poor service issues through appropriate action

6. Handling Customer Queries

When handling customer queries, employees will:

• Listen carefully to understand the issue or request
• Record relevant information accurately
• Provide clear and accurate information where possible
• Escalate complex issues to the appropriate person
• Confirm resolution and follow up where required

Where immediate resolution is not possible, customers will be informed of next steps and expected timescales.

7. Communication Standards

Sense Education expects all communications to be:

• Clear and professional
• Free from jargon where possible
• Respectful and courteous at all times
• Tailored appropriately to the audience

Sense Education will use appropriate communication channels including telephone, email, and written correspondence.

8. Complaints and Feedback

Sense Education welcomes feedback as a way to improve services.

All complaints will be handled in line with Sense Education’s Complaints Policy and Procedure.

Feedback will be reviewed regularly to identify trends and areas for improvement.

9. Training and Development

Employees will receive appropriate training to support effective customer service delivery, including:

• Communication skills
• Complaint handling
• Systems and process training
• Equality, diversity, and inclusion awareness

10. Monitoring and Review

Customer service performance will be monitored through:

• Customer feedback
• Complaints data
• Internal quality checks
• Management review

Findings will be used to improve processes and service delivery.

11. Policy Review

This policy will be reviewed annually or sooner if required due to changes in legislation, business needs, or operational processes.