Staff conduct

Our staff are provided with relevant training to do their job well. Civil enforcement officers (CEOs) will be easy to recognise in their distinctive uniform. All Shropshire Parking Service staff will treat customers with respect and expect to be treated in the same way

Customer care

We place a great emphasis on customer care, and adhere to principles geared towards excellent public relations. These principles are embodied in our operational procedures:

• A ten working day deadline for replying to customer correspondence has been set and will be maintained in line with customer care standards
• All staff will undergo comprehensive training to achieve a nationally recognised standard of competency
• The use of corporate complaints procedures

Quality

As part of the high standard that Shropshire Parking Service wishes to adopt, training will play a key role. Along with the rigorous selection process in filling all CEO vacancies, an ongoing training and development programme will assist in the quality of service provided. Training will also instil job satisfaction into our staff, and encourage them to undertake their daily duties to the best of their abilities, knowing that they're fully supported by Shropshire Council. Training will be to recognised standards, and all new CEOs will be required to work towards a nationally recognised assessment and certification.

Notice processing staff will also undertake training recognised and endorsed by the British Parking Association.

CEO uniforms

Uniforms will be worn in accordance with national guidance. The design will incorporate the words “parking attendant” and will be easily distinguishable from police officers, etc. They will also have the name of the authority they work for clearly displayed, ie Shropshire Council. CEOs will also carry a personal photo identity card, and a personal radio and mobile phone to maintain contact with their base, in order to request assistance and to alert the police to incidents or issues requiring their attention.

CEOs may also be supplied with body worn video recording equipment to aid them in their work.

Complaints and compliments

In striving towards continual improvement in the service, our corporate complaints procedure is used, enabling members of the public, both motorists and non-motorists, to register a complaint against any CEO or member of staff connected to the notice processing office for undue behaviour. We'll investigate your complaint and respond within ten working days of receiving your complaint.