Customer service
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Customer Service Statement
We are committed to providing our centres with the highest standards of service, openness and customer care. Here's how we do it:
We communicate and inform
- Regular updates on the latest developments within CYQ and the sector
- Advanced notice of significant changes to fees, qualifications and resources
- A clear and published scale of fees
- Access to an extensive range of centre guidance materials, policies and procedures
- Published contact details for each member of CYQ office staff
- Updates and content available via our blog, Youtube channel and Twitter
We support
- A dedicated Customer Support Advisor for your centre
- Professional technical and administrative support over the phone, via email and face to face
- A skilled and knowledgeable team of Regional and External Verifiers
- Template policies and access to a database of Assessors and Internal Verifiers to assist new centres
- Advice and support on improving centre practice
- Assessment specifications translated to Welsh or Irish (Gaeilge) upon request
We're efficient
- An initial response to general enquiries with 24 hours, with a follow up within 5 days if required
- Access to a range of online services for registration, certification and assessment
- Competitive fulfilment times for certification, results and resources
(click here for detailed turnaround times) - A webshop with instant quotes, customisable resources and real time order tracking
We listen
- Centre feedback collated on a regular basis through EV visits, business development visits, over the phone and via our website
- A result enquiry service and clear centre and learner appeals procedures
- Actively seek your views through surveys and polls, including an annual centre satisfaction survey
- A commitment to self assessment and continuous improvement
- Hold Qualification Review Groups throughout the year
If you would like to feed back on any aspect of CYQ's service provision, click here to register your comments or call our Customer Support team on +44 (0)20 7343 1800.
