Service Quality

The Service Quality Unit contributes to the strategic direction, impact and overall performance and quality of the Programme Area through undertaking a wide range of Quality Assurance and Customer Service functions.

The main roles of the Service Quality Unit is to ensure the Programme Area delivers against RMBC's and 2010 Rotherham Ltd's People and Service 1st initiatives and also that it provides customer focused services.

It will also monitor and evaluate the delivery of customer focused Service Standards by the Council and 2010 Rotherham Limited and co-ordinate methods to learn from customers and regularly test the quality of services delivered, ensuring customers are involved to test and inform service improvements.

The unit will contribute to ensuring the Programme Area attains quality accreditation through Charter Mark, Beacon Status and other quality systems, co-ordinate the Programme Areas approach to complaint handling, ensuring complaints are used positively and act as a learning tool for service improvement and ensure the Programme Area delivers quality and timely responses to the Members Surgery system and Rotherham Connect Enquiries.

Service Quality Services