Client Care

Question 1

Tell me about the different stakeholders you have come across in your role.

Answer 1

EA, Network Rail, RBK, GLA, my client, the public (although haven’t formally consulted), HSE, LPAs (Elmbridge, Spelthorne)

Question 2

Tell me about how you have tailored your client care to one of these stakeholders.

Answer 2

My client is the main stakeholder of my services. I always ensure to agree timeframes and keep them up to date of any delays to programme or deviation to budget.

Question 3

Why is it important to you to set objectives?

Answer 3

they provide focus, direction, and motivation for an organization and its employees

Question 4

Tell me about your duty of care towards your clients.

Answer 4

Any professional person’s duty of care is basically the same. Loosely defined, it’s your responsibility not to cause damage to others that could reasonably be foreseen and avoided.

Question 5

How have you used standard forms of appointment?

Answer 5

I have used my client’s form of appointments when appointing consultants to ensure the scope of services, fee structure, and liability cover are agreed prior to instruction

Question 6

What mechanisms are contained within an appointment document?

Answer 6

Fee structure and payment terms
Insurance
Confirmation of instruction
Confirmation of scope
Adjustments to scope or fee
Performance of services
Obligation to carry out the services in line with CDM regulations and Health and Safety legislation
Consultant obligations

Question 7

What insurance requirements are you aware of (both legal and RICS)?

Answer 7

RICS: Professional Indemnity Insurnace

Turnover

0-£100,000 = £250k
£100,001- £500k
£250,001 = £1m

Employers’ liability insurance
Most employers must have employers’ liability insurance. This protects your business against claims from employees for accidents or sickness they may suffer as a result of working for you.

Commercial motor insurance
If your company uses motor vehicles on the road, you must purchase at least third-party motor insurance. This covers your business’ liability for personal injury to someone else or damage to property.

Question 8

Explain what BS EN ISO 9004 relates to.

Answer 8

BS EN ISO 9004 is a standard that relates to quality management systems (QMS). Specifically, it provides guidelines for organizations on how to enhance the performance and sustainability of their quality management system beyond the requirements outlined in ISO 9001.

Question 9

What is the definition of a Key Performance Indicator (KPI)?

Answer 9

a quantifiable measure of performance over time for a specific objective

Question 10

What KPIs might you agree with a client to monitor performance?

Answer 10

In our role:

Sites purchased
Key planning milestones achieved (consents, pre-app feedback)
Site’s reviewed and identified for acquisition