Service level agreement
Last updated:|
Service |
Service Description |
KPI |
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Acknowledging an HR Service Desk Call |
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We will aim to provide initial telephone advice within 1 working day. We will aim to provide email advice within 2 working days |
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Assigning a case that comes through to the C&A Team |
High-priority employee relations cases:
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We will aim to assign a dedicated Consultant or Advisor to high-priority cases, within 48 hours of the query being referred to the C&A Team |
Buckinghamshire Council responsibilities
We will provide you with:
- a professional Consultancy and Advisory Service
- advice on appropriate people management strategies that are relevant to specific queries and/or cases;
- advice in a timely and appropriate manner either via the telephone, email or face-to-face (dependent on the specific situation/availability);
- quality checking of formal letters, reports, and any other relevant documents;
- information to highlight any appropriate risks to customers when managing specific people management situations and/or cases.
In addition, we will:
- Adhere to the set timeframes in terms of acknowledging a customer’s query;
- Adhere to the set timeframes in terms of assigning a case to a HR professional.
School/Academy responsibilities
You will need to:
- ensure all relevant information is supplied to the HR professional to ensure the advice; offered accurately reflects the situation and/or case;
- adhere to your own responsibilities within the identified processes assigned to this agreement (i.e., conduct and discipline, capability, reorganisation, etc.).
- acknowledge that the service offered by the Consultancy and Advisory Team is of an advisory nature;
- recognise the set timeframes in terms of the set response times;
- raise any concerns around the service you are receiving as soon as the concern arises;
- where possible give appropriate notice on seeking support from the service both in terms of advice and in terms of requested attendance at formal proceedings and meetings. By giving appropriate notice it will enable the HR Consultancy and Advisory Team to source the right level of support required. Where possible reasonable notice should be given to the HR Consultancy and Advisory Team to ensure realistic timeframes are set.
Changes to Services
- Buckinghamshire Council reserve the right to amend service offerings as described in the brochure. These amendments will only be addressed in the event circumstances force changes to how we deliver our service going forward.
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Buckinghamshire Council commits to providing sufficient notice, a transition period, and an effective date for any new arrangements that may be required. We will keep you informed and will be happy to discuss such changes and affects accordingly