Dalziel High’s customer service review
Dalziel High School are delighted to announce success with the recent review of the Customer Service Excellence Award.
This year’s audit consisted of an inspection covering evidence from a selection of Criterion and also a focused inspection on customer journeys.
This was the first year of the new procedures within the Customer Service Excellence audit and so the school chose to focus on pupil journeys; in particular primary to secondary transition and the journey pupils from ourhearing impaired department experience.
To support evidence of these journeys, various stakeholders participated in a selection of meetings.
The school have now received the report and are exceptionally positive with their best results to date.
Dalziel believe it is a true testament to the work ethic of staff and the relationships staff have with pupils and parents.
The customer service excellence award has been retained with no categories marked as only partial compliance. For the first time ever 19 Areas of Good Practice were highlighted and they received 13 compliance plus categories.
The report read:“There continues to be a very strong customer orientation and focus within the school and ‘doing the best for pupils’and‘continuous improvement’were strong themes that emerged during this assessment visit.
“There is a clearly articulated and demonstrable commitment from the rector and the senior management team to putting pupils and parents/ carers at the heart of service delivery and leaders in your organisation actively support this and advocate for customers.
“You have further developed a strong tutorial system for all pupils and supplement this by staff specialising in assisting pupils with additional support needs.
“This team would include teaching staff, the home partnership officer and other support staff as well as the wider staff group.
“Your‘nurture’programme was visited by the assessor during the visit and he was able to speak with staff and pupils involved.
“Your work with Hearing Impaired Pupils includes the development of enhanced transition procedures which incorporates the development of individual pupil videos that are then available to staff.”
The school are delighted with the report and very proud of all staff, pupils and parents involved in the process.