Customer Services
Providing an Excellent Customer Experience – Every time
Bolton College takes customer services very seriously because it is important to us that our customers are happy with the services they receive from us. This includes our students (past, present or future), parents and carers of students, employers, community groups, visitors and organisations, and our work colleagues.
Customer Services Aims
We have a set of customer services aims which is our way of sharing our goals with anyone who is interested in them.
Generic Customer Care Service Level Agreement
Our Customer Care Service Level Agreement applies to all areas within Bolton College in relation to general customer service. Individual programme and business areas may also have their own code of practice in addition to this generic one.
Contacting the Customer Services Department
You can contact the customer service team by calling 01204 482 000 or e-mail customer.services@boltoncc.ac.uk
Customer Service Aims
The College Customer Services Aims are:
- To always acknowledge and process complaints quickly and deal with them effectively
- To build successful long-term relationships with our customers
- To celebrate the success of all customers
- To frequently assess our customers needs to ensure they are being met and to indicate areas for development or change
- To identify our customer needs quickly and efficiently
- To provide our staff with access to up-to-date and accurate information about and for the customers
- To provide our staff with relevant training opportunities
- To regularly seek our customers views and use their feedback to improve our services
- To set standards that specify what our customers can expect from usÂ
- To support our customers to access other relevant and related services through contact with us
Customer Service Level Agreement
All our staff aim to offer a high standard of customer service and work to achieve the following customer focused targets:
- To build successful long-term relationships with our customers
- To identify our customer needs quickly and efficiently
- To support our customers to access other relevant and related services through contact with us
- To set standards that specify what our customer can expect from us and regularly publish our performance against these standards.
- To regularly seek our customers views and use their feedback to improve our services
- To frequently assess our customers’ needs to ensure they are being met and to indicate areas for development or change
- To provide our staff with relevant training opportunities
- To provide our staff with access to up to date and accurate informationÂ
- To always acknowledge and process complaints quickly and deal with them effectively
- To celebrate the success of all customers
If you would like to read more about these targets, our key service standards and what customers can do to help us ensure we meet their needs please download a copy of Service Level Agreement for Generic Customer Service.
If you are a student wishing to apply for a Council Tax Exemption Certificate please complete the following documents:
The online form below. This form can be submitted electronically. If you are entitled to a certificate the document will be sent to the council tax office.
If you have any questions about filling in the form, please ring 01204 482 000 or email info@boltoncc.ac.uk.
Enrolment & Attendance Certificate Form
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Making a Suggestion
Making A Suggestion
Bolton College always aims to consult customers as much as possible about the services we provide.
The Customer Suggestion Scheme has been developed to enable our customers to influence the way the college operates in order to ensure their needs are met. Every one of our customers is encouraged to submit their ideas for improvement.
If you have a good idea which you would like us to consider, we want to hear from you! Your idea could be about any aspect of College life, for example it could be related to:
- Â Celebrating success
- Â Health and Safety
- Â Improving customer services
- Â Improving the physical environment
- Â New services we could offer
- Â Ways we could save money or energy, and reduce waste
- Who Can Make A Suggestion?
- If you are involved with Bolton College in any way you can make a suggestion.
We are especially keen to hear ideas from:
- Â Community partners
- Â Council members
- Â Current students
- Â Employers
- Â Groups or teams (please provide a contact name)
- Â Parents
- Â Those thinking about becoming a student
- In fact, we want as many positive suggestions as we can get to help us provide all our customers with an excellent service every time.
How Can I Make A Suggestion?
To tell us about your suggestion, you can:
- Â Collect a paper form from any of our main Reception desks
- Â Complete our online form
- Â Download a PDF to print out
-  Email your suggestion to our Admission & Enquiries Team Leader at customer.services@boltoncc.ac.uk.
-  Once we’ve received your suggestion, our Admission & Enquiries Team Leader will pursue it and let you know if we can implement it. We will always let you know what we’ve done with your suggestion.
Suggestions That Won’t Be Accepted
Bolton College won’t deal with suggestions which are:
- Â Anonymous
- Â Considered personal or aimed at an individual
- Â Thought to be copied from someone else
Bolton College's Customer Suggestion Scheme has been developed to enable our customers to influence the way the college operates in order to ensure their needs are met. Every one of our customers is encouraged to submit their ideas for improvement.
Fill in the form below to submit your suggestion to us. Once we’ve received your suggestion, our Admission & Enquiries Team Leader will pursue it and let you know if we can implement it. We will always let you know what we’ve done with your suggestion.
Making Complaints
Making a Complaint
Bolton College welcomes feedback from students, employers and members of the public about courses, services, facilities and other matters for which the College is responsible. All formal complaints will be fully investigated sensitively and our aim is to respond quickly, positively and to reach an outcome that is satisfactory and fair for all concerned. The information gained as a result of these investigations will be used in the pursuit of corrective action and / or continual improvement.
It is always our aim to manage issues and complaints in a way that is sensitive to the needs of individuals and groups, and supportive of the Bolton College's goal of providing an excellent customer service, every time. You can be assured that we will treat any complaint seriously and impartially.
There are a number of informal channels you can follow which we expect would usually lead to a resolution if you have an issue you wish to raise. This can be done by:
- A visit to Student Services
- Speaking to a tutor or member of staff who represents the department of the college about which you have an issue or concern
- Speaking with a Curriculum Leader
- Speaking with the Head of Area
Our Complaints policy dictates that should your complaint be staff / course related that you have already gone via the informal route above for any complaint.
You will be asked to outline the informal steps you have taken to resolve your complaint as part of the online formal complaint process so it is important that you follow informal channels first.
A complainant may find that the matter can be resolved at the informal stage. However, if that is not the case the complainant may then lodge a formal complaint by completing our online complaint form by clicking here.
Should you require assistance to complete a complaint form digitally you can contact Student Services or the Principalship office.
A full copy of our Complaints Policy by clicking here.
**PLEASE NOTE: Select the document you refer to carefully - documents (1), (2) are for Higher Education learners, so can only be used if you are on a Higher Education course, detailed here. If you are not a Higher Education learner, please refer to documents (3).**"
Attachments
Reporting Discrimination
Reporting Discrimination
Bolton College are committed to creating an inclusive environment which is free from discrimination, and encourages and helps all who learn and work here to reach their full potential. We actively promote equal opportunities and celebrate diversity.
As a college, we will not accept any form of discrimination and we are committed to reporting, recording and acting on all such incidents sensitively and efficiently. We work closely with the police and other recognised groups to tackle discrimination.
We respond to incidents of discrimination differently from other complaints because the incident has taken place as a result of a person's race, religion, gender/gender identity, disability, sexual orientation or age; and not as a result of something that person has done. Incidents of discrimination and harassment in relation to a person’s race, disability or age are against the law.
Bolton College will take action when anyone:
- Behaves inappropriately whilst on college premises or within the community as a representative of the college
- Treats individuals or groups less favourably because they appear to be different.
- Uses offensive language, or is responsible for offensive graffiti or pictures (this includes jokes and comments that may be seen as discriminatory)
- How to Report an Incident of Discrimination
It is important to report all incidents as soon as possible after they have taken place and there are a number of ways to do this:
- Download a PDF copy of the Discrimination Incident Reporting Form and print it out
- Send written details to the Customer Services Manager at Deane Road, Bolton BL3 5BG or e-mail customer.services@boltoncc.ac.uk
- Speak to any member of college staff who will help you complete a Discrimination Incident Reporting form
Attachments
A full copy of our Discrimination Policy & Procedure can be downloaded by clicking the button below.
- Discrimination Policy & Procedure
- Incident of Discrimination Form
