The Launch of the Peoplebank Promise (our customer service charter)

At Peoplebank we are never content being just “another recruiter” nor even “one of the better recruiters”. Our clear vision is to become the very best… Asia Pacific’s number one choice for recruitment.

We understand though that having the best of intentions alone isn’t enough…  instead the best of words must be matched with the best of actions.

While we have achieved much in the past five years, growing to become the largest IT&T recruitment company in Australia… we still have much more to do.

It is often said that recruitment industry customers (whether they be clients, contractors, candidates or internal staff) deserve much better from their recruiter… to do this recruitment companies must evolve… must change…

We believe the time for change is now…

Today we launched the Peoplebank Promise… the promises that we will now be making… and delivering on… to delight our customers.

Of course change for us, hasn’t come overnight… throughout our history we have been evolving and improving, continually surveying our customers to understand what we do well and where we can improve.

Today is the next step in our evolution, as the leading IT&T recruitment company in Australia, we are proud to be launching a transparent and clear set of service promises that we are publicly accountable to delivering.

We understand that to be a truly great company, the words of our Promise must not be a set of words but a set of actions; that each and every one of us is responsible for its success or failure; and that we must deliver on all of our promises (not just a select few)… all of the time.

As a customer of Peoplebank we welcome any feedback you may have (positive or negative), especially on how we are delivering on our promises. To give feedback simply call your local Peoplebank branch on 1800 PEOPLE or email feedback@peoplebank.com.au

THE PEOPLEBANK PROMISE

I believe…

“As a proud member of the Peoplebank team, I believe that extraordinary customer service is not a collection of words but a set of consistent actions and behaviours.

Everything I do is passionately directed at delighting you, our customer, by always delivering on my promises.

I want Peoplebank to be your number one choice in recruitment.

I know that your trust and loyalty can only be earned by being accountable to deliver on the promises I make.”

I am…

I am respectful
I behave ethically
I set and manage clear expectations
I own and follow through on issues
I value people as individuals
I act in a friendly, polite and helpful manner
I listen to understand… before seeking to be understood
I communicate clearly, honestly and openly
I say yes or how… never automatically no
I delight and wow our customers
I deliver on the promises I make
I relentlessly pursue excellence
I am passionate about people
I am Peoplebank

Promises to our Clients

I promise that…

1. I will understand your business, technical and cultural needs and respond by delivering the right candidates
2. I will respond back to you the same business day
3. I will keep you informed with regular market updates
4. I will accurately communicate, promote and protect your employer brand
5. I will be accountable by measuring our effectiveness as a recruitment supplier

Promises to our Contractors

I promise that…

1. I will pay you on time, if you meet your ongoing obligations and your approved timesheet is received on time… 100% guaranteed
2. I will respond back to you the same business day
3. I will contact you on the first day and at the end of the first month of your contract
4. I will contact you during your contract as per our agreed schedule
5. I will call you six weeks before the end of your contract to discuss your options
6. I will proactively assist you to find your next role
7. I will keep you informed with regular market updates

Promises to our Candidates

I promise that…

1. I will acknowledge and review your application
2. I will keep you updated on the status of your application if you are shortlisted for a role
3. I will respect your privacy and never present you for a role without your consent
4. I will explain our recruitment process to you and outline what you can expect to happen
5. I want to find your next opportunity
6. I will add value to your job search experience

Promises to our People

I promise that…

1. I will understand and respect the part other teams play in delighting our customers
2. I will respond back to you the same business day
3. I create a spirit of teamwork to delight our customers
4. I acknowledge requests and will let you know when a task is completed
5. I will deliver within the agreed time frame
6. I will pick up the phone to resolve issues
7. I say thank you