Policies

Policy Statement

Phoenix is committed to providing a high quality customer focused service that meets, and where possible exceeds, our customer’s requirements and expectations through the continuous improvement of our processes.

The Company operates a quality management system (QMS) to ensure that we deliver consistent high quality. Our QMS is accredited to ISO 9001 and a copy of the certification and details of our quality management processes and procedures are available on request.

Policy Scope

This policy sets out the approach that Phoenix will use to achieve the high standards of quality expected by our clients and customers.

Policy Objectives

Customers and clients expect the highest levels of service from Phoenix and our objective is to continually improve our services by:

  • Satisfying our clients’ and customer requirements every time.
  • Providing a first class service that consistently achieves the highest quality standards.
  • Maintaining accreditation to the ISO 9001:2008 Quality Management System.
  • Targeting continual improvement against (SMART) - specific, measurable, achievable, realistic time bound objectives.
  • Complying with all regulatory and statutory requirements.

Our Commitment

Phoenix is committed to:
  • Promoting a culture of continuous improvement and the philosophy of getting things “right first time”.
  • Enhancing the skills of our management and staff through review and actively pursuing an on-going training policy, to prepare staff to perform their work more effectively.
  • Providing both clients and customers with high quality services that meet requirements and expectations.
  • Operating the company in accordance with QM Systems required by ISO 9001: 2008.
  • Promoting QM Systems and ensuring successful implementation is achieved by internal auditing, management review, corrective and preventive action.

Responsibilities

This policy sets out the approach that Phoenix will use to achieve the high standards of quality expected by our clients and customers.

Company Directors

The Company Directors will ensure that sufficient resources are made available to achieve the Company’s Quality Assurance commitment.

Quality Manager

The Quality Manager is responsible for:
  • Championing, supporting and leading quality improvement initiatives across all areas of the business.
  • Ensuring that all managers, process owners and supervisors develop and maintain their part of the quality management system.
  • Managing, monitoring and advising on how the Company’s QM System is performing.
  • Ensuring that customer requirements and expectations are accurately identified and that the Company is meeting customer expectations.
  • Determining how customers’ expectations will change over time and implement a strategy to meet these changing expectations.
  • Developing quality goals and targets in line with the Company’s strategic business growth plan.

Managers

Managers are responsible for:
  • Ensuring that staff receive appropriate training and that the policy and any supporting procedures are implemented and complied with.

Employees/Staff

Employees/staff are responsible for adhering to the company’s quality management procedures, which will be regularly reviewed and updated as necessary.

Any changes to the Company’s Quality Management System will be communicated to all staff.

Monitoring

Any changes to the Company’s Quality Management System will be communicated to all staff.

Training & Staff Awareness

We will provide our employees with information and training to fully integrate this policy into their responsibilities at work. This will include induction and ongoing refresher training for new or existing employees.

The quality of work produced by the company will be dependent on the competency of our staff, who when working on behalf of the Company must be competent to do their job/duties, and they must possess the appropriate education, training, skills and/or experience that is necessary.

Staff performance will be assessed via our performance management system to ensure the competency of staff.

Company policies and procedures will be subject to quality checks under our ISO 9001:2008 QMS.

Complaints that are received will be reviewed at our Management Review Meetings and as part of our quality management procedure.

Paul Caddy, Managing Director
For and on behalf of Phoenix Commercial Collections Limited

23rd May 2018