Customer Satisfaction Charter

CEME, Centre for Engineering and Manufacturing Excellence, is a charity operating a world class education and business park in the London Thames Gateway, promoting innovative and stylish solutions for the engineering, manufacturing and technology sector.

About CEME

With a focus on supporting the engineering, manufacturing and technology sector, CEME brings together a range of organisations to deliver education, training and skills for students at school and college.

Operating from state-of-the-art offices, classrooms, workshops and seminar rooms, CEME provides a cutting edge environment for businesses to operate.

CEME Staff are skilled managers and professionals with a common commitment to achieving and maintaining the highest possible standards of customer care.

The CEME Conference Centre has the ability to cater for 2-400 delegates using its innovative flexible approach to meeting room space; with areas available for breakout sessions, team building activities and an extensive exhibition area.

Our Guiding Principles

  • Creating an extraordinary environment through professional delivery and continuous development
  • Striving not only to satisfy, but exceed customer expectations
  • Listening to our customers and learning from their experience
  • A profound understanding of customer needs
  • A commitment to continuous investment in our products and services
  • The constant development of our employees' skills and expertise
  • Pursuing excellence in management practice and customer service
  • Being socially responsible and working responsibly

Our charter sets out our commitment and the standards of service we aim to provide. Our charter applies to everyone who has contact with us

We are committed to:

  • Maintaining a professional and friendly manner
  • Being courteous and helpful
  • Listening carefully
  • Providing clear and accurate information
  • Responding to enquiries and requests within agreed timeframes
  • Being transparent and accountable
  • Being sensitive to special needs
  • Advising of all relevant timescales
  • Apologising if we make a mistake
  • Offering new innovations to improve service
  • Treating all our customers with the highest confidentiality
  • Continuously striving to improve or exceed our service standards

Customer Service Standards

When contacting CEME main switchboard by telephone during office hours Mon-Fri 7.30am-5.00pm we aim to:

  • Answer all telephone calls to the Main Switchboard within 4 rings and staff will identify themselves by name
  • You will be provided with detailed and knowledgeable information during your call and all additional required information will be provided by the end of the next working day
  • Where it is necessary to leave a message we will return your phone call on the same day providing the message is left by 5pm

When contacting us by telephone outside of office hours we aim to:

  • Answer your call within 4 rings, where you will be able to leave your contact details with our automated system
  • Provide automated information on our service
  • Respond to your message by 10.00am the next working day

When sending written communications, emails or letters we aim to:

  • Respond by the end of the next working day
  • Provide you with clear and helpful information which meets all your needs
  • Confirm all room, conference and training session bookings with the provision of a booking contract within 24 office hours of acceptance of quotation

Upon your arrival we aim to:

  • Greet you with a smile
  • Ensure all clients pass through security receiving a visitor’s pass and are directed to the department they require
  • Provide all new Conference Centre clients with a welcome pack which will provide full details of the venue, housekeeping and security
  • Ensure all new clients easily find their desired location and provide full assistance with venue facilities

During an event or training session we will ensure:

  • That any further requirements are responded to immediately
  • All catering and hospitality is provided to an excellent standard and at your specified times
  • That we provide you with an environment that is safe and secure

Following your event or training session we will ensure:

  • That client views and satisfaction are sought, either directly following your event or by the end of the next working day
  • That any experience which fails to meet a client’s expectations, is investigated and the findings reported back to the client within 2 working days
  • Customers receive their invoice within one week

Customer Complaints Procedures:

CEME treats all complaints as important and as such manages all complaints in accordance with International Standard for Customer Satisfaction and the management of Complaints (ISO10002).

We provide a number of channels for registering complaints:

All complaints will be responded to by a Senior Manager within 1 working day along with regular updates. The nominated Manager can also be contacted during working hours for an update to your complaint.

Customer Feedback

We always welcome and value feedback. If you have enjoyed a positive experience from a particular service, product or member of staff within CEME, or have any suggestions for further improvements, we would like to hear from you.

We provide a number of channels for feedback:

CLM Heating & Plumbing have had offices at CEME since August 2010. During this time we have found everyone to be more than helpful, assisting with everything we have asked effortlessly. From the smiling faces you are greeted with in the morning at reception, accounts, enquiries about IT networking archiving and back-up, site facilities such as container and skip hire. Everyone at the CEME are over and above helpful at all aspects of their every day jobs. CEME surroundings are great, with beautiful scenery, gardens and a lake to look over from the offices, and the canteen, restaurant and coffee shop. You almost forget you are in essex, 20 minutes from london. The centre it self is situated off the A13 with great access and parking for any visitors and people who works here. With a fleet of engenieers vans this is perfect for us as well as secure. As far as bussiness centres go, I think you would have a long ways to go to beat CEME.
Graham Edward, CLM Heating & Plumbing