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Customer service statement

Vision

To be acknowledged by the Qualifications and Curriculum Authority, the Scottish Qualifications Authority and its own customers, as an effective and efficient Awarding Body for National/Scottish Vocational Qualifications, offering a high standard of customer service, support and guidance to its approved centres and their candidates.

Strategic Aims

The ECITB will work towards achieving the following strategic aims and will continuously monitor its progress and performance.

• Quality Assurance
To monitor, maintain and implement internal and external quality assurance processes and procedures which maintain consistency and rigour of assessment, avoid barriers to achievement, ensure access and provide quality of opportunity.

• Customer Service, Support and Guidance
To provide approved centres and their candidates with a high level of customer service, support and guidance which ensure their needs and expectations are met.

• Conflict of Interest
Maintain and implement governance arrangements, which provide clear separation and distinction between the Awarding Body and the ECITB’s other activities.

• Promotion and Marketing
To market and promote the ECITB’s portfolio of National Occupational Standards and National/Scottish Vocational Qualifications, which outline the benefits of competence as being essential for safety, productivity, competitiveness and marketability in the engineering construction industry.

It is the policy of the ECITB to provide a quality of service, which meets the customer's needs. The service provided is essential to ensure not only satisfaction by approved centres but also the end user (candidates and employers). We will endeavour to meet our commitments, under normal operating conditions, to the procedures and timescales detailed in the following sections.

• Section 8 - Procedure for achieving approved centre status
• Section 9 - Post approval monitoring of approved centres
• Section 10 - Assessor, internal verifier, expert witness adviser qualification and registration
• Section 12 - Registration procedure for candidates
• Section 13 - Procedure for issuing VQ certificates
• Section 15 - Enquiries, complaints, appeals and feedback procedures
• Section 17 – Fee structure for VQ activities

Where problems arise with processes and procedures, we will resolve these as quickly as possible; however this may mean that timescales may not be met.

Customer feedback

Section 15 details the procedures and processes centres and candidates can go through to complain or enquire.
Approved centres will receive a feedback questionnaire on an annual basis and will be required to complete and return to the awarding body. However, approved centres are encouraged to comment at any time to the Head of Awarding Body Operations, ECITB, Blue Court, Kings Langley, Hertfordshire, WD4 8JP.