customer charter · why choose education + training skills education + training skills (ets) has...

Customer Charter Putting customers at the heart of all we do

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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.




Our vision for our relationship with you




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




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.




https://www.trainingsouthwest.co.uk/index.php/2018/07/17/apprenticeship-off-the-job-training/





Customer Journey (Employer)




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




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




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:

[email protected]

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.




https://homeofficemedia.blog.gov.uk/2019/11/05/factsheet-prevent-and-channel/

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.




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.




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

Like us on Facebook Education + Training Skills

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