As an ISO 9001 accredited company we therefore work to externally audited standard operating procedures.
These procedures govern the quality of service our company delivers to our clients and the monitoring and managing techniques utilised to ensure all client accounts receive the highest possible service and continuous improvements are made throughout the life of the contract.
On a daily basis our dedicated contract/account managers review our clients individual cases to check their progress and monitor the activity. We use the following tools to monitor contract delivery:
|Service Level Agreements|
|Service Review Meetings|
|Quality Management Review Meetings|
|Quality Improvement Programmes|
Quality Improvement Programme
At Penham Excel we are continually developing new ideas for our business group, endeavouring to lead the field within the industry. We listen to our customers and always act on the feedback we get.
We work closely with our clients to ensure best working practices and look to the future to develop new ideas. Communication and investment in people and IT systems have and will continue to play a pivotal role in the success of the business.
As part of our customer care policy we send out Quality Questionnaires to both Clients and Debtors to monitor how Penham Excel has dealt with them. Jane Worley, General Manager of the company monitors all of the feedback and deals with it accordingly, speaking to the Enforcement Agents concerned and arranging further training where necessary.
We are an equal opportunities employer and invest a lot of time and effort into the development of our staff, with continuous on-going training programmes.