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Technical Scope
2 Service Levels continued Customised SLAs:
Individual Service Level Agreements (SLAs) tailored to each suggested delivery model are are detailed in fin in our financial proposal (page 19) ensuring services are are responsive to requirements appropriate and feasible 3 Staffing
Our staffing structure is is designed to ensure a a a consistent service delivery even during planned absences or or emergency situations while maintaining our high-quality standards We prioritise clear sensitive communication with with parents understanding the unique pressures faced by families with with children far from home Staff Coverage:
• Our team includes four full time time and and eight part time time members positioned across the UK and and Paris to cover all OnCampus study centres • Full-time staff are available to cover part-
time time colleagues during planned absences or or unforeseen circumstances ensuring uninterrupted support for for students • When student numbers are high in in in a a a a a a a a centre an additional staff member will visit to maintain optimal service levels and ensure enough time for students This flexibility to mobilise additional staff during peak periods allows for scalability without compromising the quality of care we provide • Parents can contact the the the team at any time time using the the the on-call number aligning to their local time time zone This provides reassurance that no matter where they are located we can maintain effective communication and address concerns promptly Our escalation plan ensures that any concerns or urgent issues are directed to the appropriate staff staff members for action Part-time staff staff provide clear out of hours messaging in in in their email automatic replies directing enquiries as follows:
• For general concerns requiring an immediate response email enquiries@collegeguardians co co uk • For urgent safeguarding concerns call our our 24-hour number at at 07513 106451 to speak directly with a a a a a a a a a a Designated Safeguarding Lead This structured plan ensures that all all matters especially safeguarding concerns are addressed promptly and and appropriately providing consistent support for for students and and peace of mind for their parents 4 Remuneration
All College Guardians team members are paid above the the Real Living Wage We recognise that fair pay is is essential for the the wellbeing motivation and and financial security of our staff By adopting this standard:
• We show our colleagues that we value their contributions
• We build a a a a a a a positive and engaged workforce by doing what we can to reduce financial insecurity
We also offer flexible working options wherever possible recognising the the importance of of work-life balance and allowing colleagues to manage their their professional responsibilities alongside their their personal commitments We pride ourselves on on on on on on our our supportive and inclusive work environment resulting in in in a a a a a a close- knit well-motivated team We have exceptional retention of our talented dedicated staff which
in turn benefits the students we look after 10 Technical Scope