Client Care

Question 1

What’s in a Client Brief?

Answer 1

It is a formal statement of the objectives and functional and operational requirements of the finished project.
It should be in sufficient detail to enable the integrated project team to execute the specification and detailed design of the work and is therefore an essential reference for the team.

Question 2

What is a Clear Communication Structure?

Answer 2

Important on projects to ensure communications comes from Project Manager and Contractor is not for EG taking instructions directly from the client. Regular meetings to clarify approach and discuss issues, chaired by PM. Comms between me and contractor QS to discuss quotations etc.

Question 3

What is Arcadis Complaints Handling Procedure?

Answer 3

• Complaint submitted to Office Director of the office complainant has been working with.
• Upon receipt of written complaint, Office Director will contact in writing within 7 days to confirm internal investigation initiated by Arcadis Partner
• Within 21 days, Office Director writes to inform outcome of internal investigation and inform of actions proposed or taken
• If dissatisfied with aspect of complain handling or outcome of investigation an refer to independent third party such as Surveyors Arbitration Scheme Operated by Chartered Institute of Arbitrators if falls within their scope.

Question 4

RICS Complaints Handling Procedure?

Answer 4

First Contact – Submit Complaint via online form on RICS website. RICS acknowledge receipt within 5 working days and provide full response within fifteen working days. If further investigation required, provided a unique case number and assigned contact who keeps you update on progress

Escalation – Escalate to a manager if not satisfied with response. Manager reviews case notes and any investigation to determine if correct outcome. Complainant contacted within 48 hours of escalation. Manager makes decision on how best to resolve.

Review for Appeal – If not satisfied can make appeal for certain matters. Various appeal mechanisms depending on type of complaint. Must submit a written declaration that you wish to appeal within 28 days of the date of the outcome.

Question 5

How do you ensure a good job?

Answer 5

• Regular open discussions with the client, identify issues etc.
• Project Close Out forms, questionnaires.
• KPI’s in contract

Question 6

How do you manage Stakeholders?

Answer 6

Good, regular Communication
Establish status within hierarchy, can they make decisions etc
Establish their objectives EG end user wants best possible asset, not bothered about budget