Client Care Flashcards
(12 cards)
What is Mace’s Internal Quality Management System?
All documents are checked with someone familiar with the project, signing off a QMS sheet.
The document then progresses to someone of a director level to sign off the QMS sheet ensuring two people have checked.
What sort of things are on Mace’s customer survey report?
Value for money
Communication
Knowledge sharing
How did you manage stakeholders and their expectations?
- Clearly communicate at all times.
- Set KPI’s and objectives at start of service.
- Clearly define your scope of service.
What is the principles of RICS client money handling professional standard?
- Provides clear rules for firms and members to have appropriate controls and procedures to keep clients money safe.
- Provides confidence in RICS firms and members that they are operating to a high standard.
If an issue from a customer survey turned into a complaint, how would you deal with this?
If it turned into a full blown complaint, i would advise them to submit their complaint in writing, notify the complaints handling officer and direct them to our complaints handing procedure which outlines the ADR and timescales and the complaints handling officer who will be dealing with it.
On the UoS, you mention you held regular financial meetings, how would you react to the client requesting a review meeting at short notice with little time to prepare?
If i didn’t have availability, I would request additional resource to cover me and if that wasn’t possible I would say no, but offer to meet at my earliest available time.
On your Brent Cross project, how did you know what the client was expecting and by when, in terms of a service?
It would be set out in my scope of services what the client was expecting and when it would be provided, i.e. to provide cost estimating services at RIBA stage 3, including the production of a RIBA stage 3 cost plan.
What would you do if your workload is too high and could not provide a good level of service?
If my workload was too high and I could not provide a good level of service, then I would request additional resource and delegate some of my responsibilities to them, ensuring they were providing a competent service in accordance with RICS RoC 2.
What is needed for a firm to be regulated by RICS?
- Adherence to rules of conduct.
- Having a RICS compliant complaints handling procedure.
- Having a RICS compliant PII.
What sort of things would you include within a fee proposal?
- Scope of services
- Fees
- Complaints Handling Procedure
- PII
- Inclusions & Exclusions
Can you give me 2 examples of a typical QS service that may be offered at RIBA stage 1?
- Stage 1 is preparation and briefing.
- Two potential QS services at this stage could be:
- Reviewing design economics of the scheme
- Advising on procurement strategies.
What must a RICS regulated firm to do comply with RICS bribery professional statement?
- Have a bribery policy, incl. risk assessment.
- Have a control system in place.
- Have a gift register.
- Train staff.
