Client Care

Question 1

TOE what is it?

Answer 1

Terms of engagement

Question 2

What must TOE state?

Answer 2

Purpose of instruction
Timeframe
Date
Signed
PII cover
CHP
Address
Property
Fees agreed

Question 3

What are KPI’s

Answer 3

Key performance indicators

Question 4

Give an example of KPI?

Answer 4

Number of closed sited for access

Reduced costs for SC budgets.

Question 5

What is cluttons CHP

Answer 5

Advise Compliance officer

Goes to head of business unit, respond within 10 days acknowledge within 3 days.

Then goes to managing partner who has to respond within 10 days for acknowledgement

Then not satisfied, goes to the property ombudsmen who then deal with the complaint.

Question 6

Talk me through client reporting example?

Answer 6

Provided weekly updates to the client, via email and phone calls.

Presented results to them weekly.

Followed up to make sure they were happy with the process and work being carried out.

Question 7

Talk me through Nuneaton client relations

Answer 7

Follow up with the client to make sure they were satisfied with the job provided.