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How do we monitor outcomes and satisfaction levels to ensure they meet our standards and KPIs?
How do we communicate these results?
e.g. Publishing of performance data, statistics. Satisfaction compared to service standards. Communications: web, blogs, print, awards. SITs and Zendesk data.

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How do we show that we deliver what we promise to individuals? Are outcomes positive for the majority?
e.g. Feedback cards, graphs of performance data, thank you emails, Zendesk, testimonials, annual reports, external accreditations.

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Do we have an easy to use complaints procedure (formal and informal)?
Do we commit to solve them within a reasonable time limit?
e.g. Details of complaints and appeals procedure, as well as how informal 'gripes' are handled and escalated as necessary.
Clear timeliness targets in Service Standards agreement.

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How do we review the way we handle complaints based on customer views and feedback?
e.g. Evidence of changing procedures in response to feedback - consider everyday informal interactions, not just official complaints.

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CCs store examples of unsolicited feedback in the Feedback folder on the Z Drive   JS

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CCs store examples of unsolicited feedback in the Feedback folder on the Z Drive   JS

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We received a nomination for YUSU

PR

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Complaints procedure and timelines are available on our website www.york.ac.uk/students/work-volunteering-careers/about-careers                                     JS

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Complaints procedure and timelines are available on our website www.york.ac.uk/students/work-volunteering-careers/about-careers                                     JS

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Service standards, annual report  and Employability Strategy all on our website www.york.ac.uk/students/work-volunteering-careers/about-careers/                                  JS

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Service standards, annual report  and Employability Strategy all on our website www.york.ac.uk/students/work-volunteering-careers/about-careers/                                  JS

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Not official complaints but we have reviewed how we conduct our DBS checks. We receive a high level of queries, DBS are tightening up on the process as there are errors on forms and students drop out of the process as DBS is a barrier to engagement in volunteering. So as a result we are in the process of moving to an online system. The system will not allow applicants to progress with incorrect details, it is also more flexible and the checks will be returned to us in a matter of hours rather than weeks! - SL

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Publish basic user stats per term on the website. All are posted at https://www.york.ac.uk/students/work-volunteering-careers/about-careers/user-stats/, but also included on relevant pages (eg appointments, events, etc). (IZ)

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EET working on addition of reports to our employer webpages.

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Employers / departments asked to complete feedback on student performance and this is relayed to the student. WS

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Adapted to ensure students coming to Careers complete the right RTW checks (as HR also do them)
Additionally now ask students if they believe they may already have a valid RTW, if so to provide their NI number and we can then check online. Reducing the delay of waiting for students to complete an additional RTW which may not be required. WS