Customer Service Policy

Connect2Kent is a trading style of Commercial Services Kent Ltd (CSKL), wholly owned by Kent County Council.

1. Introduction

Connect2Kent is committed to delivering a consistent, high-quality customer experience. This policy sets out our approach to customer service and the standards customers can expect.

2. Who We Are

Connect2Kent provides recruitment and workforce solutions. We work with clients, candidates, and partners and aim to deliver excellent service across all interactions.

3. Purpose of the Policy

The purpose of this policy is to ensure all interactions are handled professionally, efficiently, and in a fair and transparent manner.

4. Our Customer Service Principles

• Professionalism and respect
• Clear and timely communication
• Accuracy and attention to detail
• Fair and consistent decision-making
• Continuous improvement

5. Service Standards

We aim to:
• Respond to enquiries promptly
• Keep customers informed
• Resolve issues at first point of contact where possible
• Escalate matters appropriately where required

6. Roles and Responsibilities

All employees are responsible for delivering excellent service. Managers are responsible for monitoring compliance and addressing performance issues.

7. Complaints and Feedback

We welcome feedback to improve our services. Complaints will be handled fairly, consistently, and in a timely manner in line with company procedures.

8. Monitoring and Review

This policy will be reviewed annually and updated where necessary to reflect changes in legislation or business needs.

9. Contact Details

Connect2Kent
1 Abbey Wood Road
Kings Hill
Kent
ME19 4YT
0808 281 9543
info@connect2kent.co.uk