Page 12 - COSLA PROPOSAL BROCHURE 01/09/2021

OUR APPROACH
LIVING WAGE
As a business we are committed to be a ‘Living Wage Service Provider Scheme’. Despite the fact that staffing costs is the largest cost component
we always commit to have of our staff on the
Living Wage. We can justify this extra cost over the “minimum wage” because we invest in training
and therefore we improve the productivity of the individuals and the teams thereby improving quality standards and value. In simple terms, we deliver
a great output from a higher paid and higher trained and motivated team member that someone who is on the minimum wage and who is not being developed.
SERVICE ETHIC
Service is our core offer. We aim to provide the highest possible level of service to COSLA staff and guests. To do this, we must:
• Maintain a close working relationship with Linda Bruce and her team so we can anticipate and adapt to delegate requirements and COSLA staff who will be working a flexible working model
• Understand that when a member COSLA staff or guest perceives a problem, the problem is ours. The burden is ours to solve the problem and change the perception
• Make everything about our operations as easy, simple, and clear as possible for our team. Communicate clearly and in a timely manner any changes in operations or policies
• Be formal and professional in all our
dealings with COSLA and their guests. Demonstrate a sense of enthusiasm about our service delivery. A sense of teamwork and
a true willingness to help and serve will naturally contribute to this enthusiasm
• Seek comments, criticism, and feedback about our efforts. We must graciously accept any criticism and complaints without becoming defensive. We will take prompt corrective action as necessary.