Concept Resourcing is pleased to announce that it has passed the latest surveillance audit for ISO 9001 certification. This achievement recognises Concept’s ongoing commitment to remain compliant to a world leading quality standard whilst also highlighting the business’s enthusiasm for delivering excellent customer service.
The ISO 9001 audit found that Concept exceeded its customer satisfaction targets over the past twelve months, with an average score of 9.6 out of 10 for staff helpfulness and friendliness. “This result demonstrates our commitment to excellence in both the delivery of our services and in our customer service” says Matt Gillen, Concept MD.
We caught up with Carl Short, Head of Compliance to get his take on working with a recruitment consultancy with ISO certification.
Why do Concept find it important to be ISO 9001 certified?
The ISO-9001 standard is a set of quality management principles that ensure that customers receive consistent, high quality products and services.
This certification demonstrates that we are committed to providing a first-class level of service, which is key to winning new business. Clients recognise that a recruitment company with a comprehensive methodology, efficient processes and a mechanism for customer feedback is much more likely to deliver a successful outcome and shorten the time to hire.
What does the certification mean for Concept’s processes?
Working to the ISO 9001 standard means we have streamlined our processes to make sure our customers experience an effective and well-organised recruitment service. Our business processes are as efficient as possible which increases our productivity.
For example, we can react to clients’ needs quicker and more time can be spent analysing the brief and finding suitable candidates. In addition, our processes ensure our candidates receive a high level of care and professionalism, which is a reassuring factor for them when we are discussing new opportunities.
Can you tell us a little more about the benefits to Concept’s clients?
Having pre-defined processes in place opens doors for consultants to spend more time listening to client feedback and making sure that resource is provided according to the requirement at hand.
Where we encounter a client who is dissatisfied with our service for any reason, ISO 9001 provides a framework for looking at the root cause of the issue and where necessary implementing a solution; so we have a process for continual improvement in the services we offer.
Our ISO accreditation has granted us the scope to work with other ISO accredited business who share a mutual appreciation for continual service improvement and efficient, lean processes.