Customer Service Charter
At ContractorUmbrella, we take customer service extremely seriously. We have set-up a Customer Service Charter to ensure all clients of ContractorUmbrella Ltd receive the same high levels of customer service:
Registering with Contractor Umbrella
Account set-up
If registering before 16.30 Monday to Friday, your account will be activated the same day. After business hours Monday to Thursday, your account will be activated first thing the following morning and after 16.30 on Friday's your account will be activated first thing Monday morning.
Appointed Account Manager
Every employee of ContractorUmbrella Ltd is appointed a personal Account Manager, who is available to deal with any queries that you may have. You can get in touch with your Account Manager through the online message board, by email or by telephone.
Starter Pack Email
We send you a Starter Pack email shortly after your account has been activated to confirm the processes and what happens next.
Introduction
Your Account Manager will contact you the same day your account is activated to introduce themselves and provide any initial information that you may need.
Contact agency / client
We will contact your consultant at the agency or client coordinating your first assignment to arrange for the contract paperwork to be issued. This will be done at your request and straight away if required.
Day to Day Service
Phone calls
We realise how frustrating platform based call centres are so a 'real' person always answers the phone within 3 rings.
Emails/Website Messages
We understand the inconvenience caused by waiting for a reply to a query, so our policy is to answer emails / messages within 4 hours if received during business hours (09.00-16.30).
Invoices sent same day
Invoices will be sent to your agency (or end client) the same day, if your online timesheet is submitted to us before 16.30, Monday to Friday.
Expense checking
We will monitor your expense claims and provide advice where required. Random expense checks will be made to ensure compliance with HMRC guidelines.
Confirmation of Payment
You will be emailed a payslip on the same day your payment is processed and your homepage on the online portal will be updated to indicate which invoice(s) have been paid.
Credit control
Your Account Manager will provide a credit control service free of charge, at your request for unpaid or underpaid invoices.
Secure members area
The member's area is secured via SSL (Secure Socket Layer) technology, so your privacy is guaranteed.
Our Guarantee to You
If we do not meet the levels of customer service set out above we will process your next invoice free of charge! Please contact your Account Manager if you are unhappy with any aspect of our services so we can investigate and act accordingly.
