Customer Service Excellence
The Employment Tribunal offers its users a high standard of service. In 2004, the Operations Directorate of the Employment Tribunals Service was re-accredited with the Charter Mark award following the initial award in 2000. Charter Mark accreditation will be retained until 30th December 2008.
In March 2008 the Cabinet Office launched the new Customer Service Excellence standard which will replace Charter Mark and is based on the five key service drivers of satisfaction: customer insight, the culture of the organisation, information and access, delivery and timeliness and quality of service. The Employment Tribunal will be working towards achieving Customer Service Excellence accreditation as part of multi jurisdictional Area Tribunals Service applications by 2010 / 11. The new standard will help us to react positively to the changing demands of our customers by acting decisively on feedback received and wherever possible to shape our future delivery. It also aims to put the customer at the heart of everything we do.
