about us
customer charter
It is important to us that people accessing our services and working with us have a good experience. This charter outlines the level of service you can expect from Volunteer Centre Southwark. In return, It also lets you know what we expect from you.
Within our core operating hours, which are Monday – Friday 10am-4pm
We will:
- Treat you as an individual, politely and with respect
- Aim to answer the telephone courteously within 5 rings
- Aim to respond to any queries within 5 working days
- Communicate in a clear, concise and easy to understand way
- Ensure you have relevant information and informative answers to your queries
- Provide information in a variety of accessible formats and in a way convenient to you
- Provide a professional, knowledgeable, friendly and welcoming service
- Provide a flexible service to respond to your needs whenever possible
- Promote and uphold equality of opportunity
- Let you see any records we hold on you if you ask
- Welcome your feedback on the services we provide and how we can improve them
To help you, we need you to:
- Be polite and treat us with respect
- Be on time for appointments, return phone calls and tell us as soon as possible if you cannot make an appointment or if your circumstances change
- Help us to understand your needs, so we can assist you effectively
- Let us know if you have extra support needs or access requirements
If you would like to give us any feedback about how we can improve our services please contact Tony Mollett, our Finance and Office Manager on 0207 402 2936 email tony@volunteercentres.org.uk