Our clients want to ensure that we listen to them and deliver
solutions which will help them to provide improved services, reduce
their costs and achieve their own sustainability objectives.
Meeting client needs
We are committed to responding to what our clients tell us and
we listen to what they have to say about our services. Our
management team is highly accessible and we ensure that effective
communication is maintained at all levels of the relationship –
from day-to-day operational contacts right through to the head of
the organisation.
Maintaining open and honest discussions with our clients allows
us to develop a detailed understanding of their business and
challenges. We drive a consistent approach to customer care at
three levels through our business:
- Policy: our ISO9001 accredited Quality Policy
and our ‘Treating Customers Fairly’ Policy
- Implementation: our ISO9001, 14001 and 18001
accredited Business Management Systems (BMS)
- Added value: our Key Client Management (KCM)
programme, which drives customer care beyond standard expectations
- developing a genuine business partnership with our major clients
where our combined teams provide a world class delivery
service.
Enhancing our offering
Our clients benefit from our expertise, innovation, resources
and infrastructure. We promote collaborative working across Capita
Symonds, bringing people together from across our divisions to work
on projects. This means that our clients benefit from access to an
unrivalled spectrum of specialist skills and allows us to
continually improve our business processes.
In March 2012 we acquired the respected construction consultancy
Northcroft, enhancing our existing cost and project management
offering to clients. The business, and its 150 staff, are now an
integral part of our Management division.
Responding to change
We have to be agile in reacting to the changing needs of our
clients; our response is key to the successful delivery of our
services. Many of our key markets have changed significantly over
the past few years, with clients facing unprecedented pressure to
transform and modernise their businesses, reduce their spending,
and use their assets more efficiently. We are a proactive partner
in helping them to achieve this, and are continually looking at
ways to improve the way we design and deliver services, and
innovative solutions to their fiscal challenges.
Image: Pupils at St Silas Primary School, Blackburn © Nick
Guttridge