Corporate Social Responsibility

HEROtsc recognise that our company has the potential to make a significant impact on its staff, customers, society and the environment. This Corporate Social Responsibility policy ensures that this impact is a positive one and we believe that this plays a vital role in the success of our business.

Our Principles

HEROtsc is committed to reducing our company impact on the environment, investing in our people, respecting ethics and dignity whilst supporting the communities we work in. HEROtsc will continually seek to work with other organisations who embrace these same principles.

To this end we will:

• Engage with all our stakeholders, listen to their concerns and strive to eliminate our negative impacts.
• Comply with and, where possible exceed all current environmental legislation.
• Aim to continually reduce consumption of energy and materials.
• Promote staff health and protect the workforce whilst at work.
• Encourage further staff development.
  Uphold labour rights and follow current law on discrimination.
• Remain loyal to the communities we work in, carrying out fund-raising and providing support.

To view HEROtsc's Corporate Social Responsibility overview document please click here

Treating Customers Fairly - Policy Statement

HEROtsc serves global, blue-chip organisations by providing a comprehensive range of customer management solutions.

We are trusted by these organisations to deal directly with their customers through a wide range of telephone services and make fair treatment of all customers our top priority.

As a result of our varied financial services activities, we are authorised and regulated by the Financial Services Authority (FSA) and as part of the Principles for Business, in their High Level Standards, all regulated firms are obliged to:

‘pay due regard to the interests of their customers and treat them fairly’

We are fully committed to meet this obligation and take the following approach:

• We invest in the training and development of our staff, who demonstrate loyalty, stability and competence and are focused on the importance of treating every customer fairly
• State of the art call recording software, provides us with the capability to record voice and screen information to rigorously monitor calls, ensuring that our quality standards and regulatory compliance obligations are maintained at all times 
• Comprehensive service level agreements are signed with our clients to meet the individual standards of service required for their customers
• Work to maintain a culture within HEROtsc that ensure customers are the primary focus of our service delivery, both for the primary users of our service and hence our contracted clients

We constantly monitor our ability to achieve these standards through:

• Regular written assessments of individual performance
• Monthly ‘Treating Customers Fairly’ monitoring programme, incorporating a series of measurements against identified customer touch points
• Internal and external audits
• Customer satisfaction surveys

 To download a PDF copy of this policy statement please click here

Please click here to see a copy of our internal complaints procedure.