Staffing and Recruitment Excellence, delivering excellent service to our customers and our people is a fundamental Grafters’ principle and a key differentiator for Grafters in the market.
Quality
- We make decisions in the best interests of our people and our customers, both existing and future.
- We follow standard operating procedures, work instructions and task instructions to ensure we deliver consistent service.
- We provide excellent customer service, including answering all telephone calls with courtesy and professionalism.
People – Service and Management
- We schedule qualified applicants to start the hiring process at their earliest convenience.
- We value the time of all applicants, so we hire only those whom we have a reasonable possibility of assigning.
- We attempt to complete references in a timely manner for each person hired.
- We attempt to assign through merchandising calls those who cannot be assigned to a current open order.
- We contact assigned individuals regularly (i.e. via quality control calls) to gather feedback unless otherwise agreed.
- We contact our people before the end of their assignment to determine their next step.
- We regularly contact our people to confirm their availability.
- We record appropriate information about our people (e.g. CV, skills) in our systems to maximise their opportunities.
Customer Service and Order Management
- We qualify orders to ensure the request falls within the scope of what we offer.
- We update our customers on the status of their orders, usually within one hour of ordering, and on a 24-hour basis thereafter.
- We make every effort to fill all qualified orders.
- We contact all customers to confirm our person’s arrival, usually within 30 minutes of the start time.
- We contact all customers (i.e. via quality control calls) to gather feedback, unless otherwise agreed with the customer.
- We visit new customers usually within five days of their first order.
- We visit existing customers usually at least once every three months.
- We contact customers prior to the estimated end date of the order to determine whether to extend (rebook) the order unless otherwise agreed.
We track and manage order and customer information in our systems to ensure our service is accurate and timely.
