Customer Service Policy
Hoop Recruitment registered company number: 10316931
Hoop Nursing, trading name of Hoop Resourcing registered company number: 10457297
This policy is aligned with ACAS guidance and UK legislation, including April 2026 updates.
Hoop is committed to providing a professional, responsive, fair and high-quality customer service experience to all clients, schools, candidates and other stakeholders. We recognise that excellent customer service is essential to building trusted, long-term relationships and supporting successful education recruitment outcomes.
Our Customer Service Standards
We aim to:
• Respond to enquiries promptly, professionally and courteously.
• Provide clear, accurate and transparent information about our recruitment services.
• Understand the individual requirements of schools and candidates and provide a
tailored service.
• Keep clients and candidates informed throughout the recruitment process.
• Treat all customers fairly, respectfully and without discrimination.
• Maintain confidentiality and handle personal information appropriately.
• Address concerns or complaints promptly and seek a satisfactory resolution.
• Continuously review our service and identify opportunities for improvement.
Measuring Customer Service Performance
Hoop Recruitment has established mechanisms to measure customer satisfaction and the quality of service we provide.
Our primary evidence of customer service performance includes:
Google Reviews: We monitor feedback and ratings provided by clients, schools and candidates through Google Reviews. Reviews provide an independent measure of customer satisfaction and enable us to identify positive feedback, recurring issues and areas where improvements may be required.
Client, School and Candidate Testimonials: We actively collect and retain testimonials and feedback from the schools, clients and candidates we work with. These provide qualitative evidence of the effectiveness, professionalism and responsiveness of our service.
Feedback is reviewed by management and used to identify trends, recognise good practice and implement improvements where necessary. Positive feedback is also used to reinforce effective customer service practices within the team.
Feedback is also integrated as a KPI to ensure customer service standards are consistent.
Complaints and Service Improvement
Any complaint or expression of dissatisfaction will be taken seriously and handled promptly and professionally. We will investigate the issue, communicate with the relevant customer and, where appropriate, agree corrective action.
Where feedback identifies a recurring or significant service issue, Hoop will review the relevant process and take appropriate action to prevent recurrence as per our Complaints Policy.
Review
All members of the Hoop are responsible for delivering the standards set out in this policy.
Management is responsible for monitoring customer feedback, reviewing performance and ensuring appropriate improvements are implemented.
This policy will be reviewed regularly to ensure that it remains effective, relevant and aligned with the needs and expectations of our clients, schools and candidates.
