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Download University of Surrey user guide - Blue Arrow
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University of Surrey user guide Blue Arrow Ltd 800 The Boulevard Capability Green Luton LU1 3BA contents .uk www.bluearrow.co 2 3 Introduction from University of Surrey 4 History of Blue Arrow 5 Key contacts 6 Booking procedure 8 Managing flexible employees 10 Health and safety 11 Quality assessments and reviews 12 What you can expect from Blue Arrow 14 Continuous improvement 16 Additional advice and services 17 Microsite 18 Dear Colleague 641659 land and Wales No. . Registered in Eng en, Luton LU1 3BA Gre ity abil Cap rd, 800 The Bouleva Group company. Registered Office: ow Ltd, an Impellam ing name of Blue Arr Blue Arrow is a trad Introduction from Blue Arrow this opportunity to would like to take I ch an br out rd fo ild al Gu le to get the most Arrow and the loc sure that you are ab en to ed On behalf of Blue lop ve de been manual which has y and Blue Arrow. introduce our user e University of Surre th n ee tw be ip sh er rtn pa of the working r, particular ly with er Education secto gh Hi e th in th wi s and commitment ing our service ve a responsibility hted to be extend ha lig de we is at w th ro ise Ar gn e Blu dents. rsity. We reco iversity, and the stu d progressive Unive n ourselves, the Un ee tw such an evolving an be ip sh ion lat velopment of the re cial to the continual de se, mutually benefi unity and form clo mm co al loc ons. e ati th nis r fo ppor t king orga to demonstrate su s and non-profit ma ion ut tit ins ing rn d Blue Arrow strives an lea , s terprises t all need her commercial en d ensure we suppor an rs me sto cu r partner ships with ot ou es with all share our experienc In this way we can d manner. me lanced and infor requirements in a ba and foster welcome feedback we s se es oc pr on rmal service evaluati working and our fo Through our daily ous improvement. t a culture of continu nstrates our suppor nual fur ther demo ma er us is th at th d hope working with you an We look forward to row. Ar e customers of Blu for you as individual Your s sincerely Lee Gudgeon Account Director BLH v.1 University of Surrey user guide 3 history of Blue Arrow Dear Co lleague This use r manua l has bee the Univ n produc ersity of ed by Blu Surrey. e Arrow in conjun ction wit As of Ju h the Hu ly 2008, man Res Blue Arro ources D of the co w w ill epartme be contr ntract, B nt at acted to lu e A rr o manage w has ag built up b th reed to m etween th e Univers aintain a em and ity’s flexib n on-site faculties le staffin and dep presence g require By unde artments ments. A to allow rstanding . a cohesiv s part u s a nd our re e relation the Univ quireme ship to b ersity. nts, Blue e Arrow is well plac This man ed to ass ual has b ign flexib een desig le emplo a flexible yees to p ned to a employe ssist sta ositions e ff fr at o with the m Blue A employe p rocedure rrow. In e for the s that ne the unlik p o s it io ed to be ely even n themse required t that Blu followed lves, the timefram e Arrow in order y will con e. are unab to emplo tact othe le to sou y r agencie The Univ rce a flex s so that ersity fully ible the posit s u ion is fille pports B held to m lue Arrow d within onitor th the in provid eir perfo ing these dealt wit rm a n c e h promp s a e g rv a in ic s e t s tly and p the contr on our b roactively act and s ehalf. R egular m . ervice le Should y vel agree eetings w ou encou ment to ill be n te ensure th r any pro 01483 6 at any is blems w 86912. sues are ith the se rvice bein g offered , please contact L ois Moor, HR Man ager on Yours sin cerely Founded over 50 years ago, Blue Arrow is one of the UK’s largest recruitment businesses, specialising in the office and industrial sectors. We provide dedicated recruitment services for permanent and temporary staffing through a national network of branches as well as on-site locations. With a network of over 150 branch locations, major on-client-site staffing operations, call-centres and online we provide end-to-end full service staffing solutions to thousands of different companies across the UK every day. We provide recruitment solutions to numerous HE and FE institutions and as we are well known in the local Guildford area by candidates seeking flexible employment, we are able to maintain a large database of quality applicants. using flexible employees All temporary staff are employed by Blue Arrow are known as ‘flexible employees’. Flexible employees are used by the University of Surrey to fill short term assignments i.e. cover during periods of absence cover during periods of sickness cover for recruitment vacancies Alan Beh agg HR Direc tor 4 additional support for departments when current manpower is stretched All flexible employee assignment bookings are monitored by HR, and there is a policy in place which reviews departments employing flexible employees for three months or longer. University of Surrey user guide 5 key contacts You can contact Blue Arrow in one of two ways: Blue Arrow on-site office Committee room X, Oak House – next to Starbucks, staffed by: Ian Roberts – Account Manager t 01483 684321 f 01483 684322 [email protected] Nikki Kennard – Service Consultant t 01483 684321 f 01483 684322 [email protected] The office is manned from 8am – 6pm Monday to Friday. Students are able to come in for advice and to register Tuesday to Thursday from 10am - 12pm and 1pm – 4pm. Outside of standard office hours, there is an emergency mobile contact number 07885 873359. Blue Arrow Guildford branches Our on-site office is supported by 2 dedicated Blue Arrow branches in the centre of Guildford, one specialising in office vacancies and the other a dedicated catering branch. Both are fully equipped with interview, training and meeting room facilities. Full candidate registrations and evaluations are administered here as well as basic food hygiene certificates, inductions and Microsoft Office training. Should you be unable to contact a Blue Arrow representative at the on-site office and do not wish to leave an answer phone message, staff at the High Street, Guildford branch will be best placed to assist you. The address is: Ist Floor, 129 High Street, Guildford, Surrey, GU1 3AA t 01483 533707 f 01483 538133 contract management Should you have any feedback or an issue with Blue Arrow which you are unable to resolve satisfactorily, please contact Lois Moor in HR (extension 6912) who contract manages the account on a day-to-day basis. In addition Debbie Glennon, Procurement Manager, is involved with the overall management of the contract. The University of Surrey meet on a quarterly basis with Blue Arrow representatives to discuss and progress key issues arising from the management of the contract, therefore, it is important that you complete any questionnaire’s Blue Arrow send regarding service evaluation. 6 University of Surrey user guide 7 Universit y of Surre y - agency Order da te: Extension Reporting booking procedure Ordered to: ess: ar tment: booking form A copy of the booking form can be downloaded from the microsite accessed from the University HR and procurement website. Please ensure that all the details are completed on the document. It provides Blue Arrow with vital information to help choose the right skills from our flexible employee team. The order confirms the skills, job content, duration and the assignment that you would like us to fill. Pay rate guidelines are always helpful. 8 purchase order numbers E-mail addr ess: There will be an invoice for each assignment which has been completed during the preceding week and for which timesheets have been signed off online or been manually submitted. Invoices will detail the University’s purchase order number and Blue Arrow booking number for that assignment to enable identification and checking procedures to be followed. Invoices must be cleared within one week of receipt by faculty/department. ent: Cost code Temp to perm Illness : Externally order no: Maternity funded as signment Holiday New posit ion : Hours of wor k: Days (ple Anticipated Total hour ase tick al l week da ys): Mon Rate of pa y: Name of temporary Job/descrip tion (main The purchase order should be sufficient to cover the period of time that the flexible employee is required. However, if this is not known then an estimate is sufficient and further orders can be raised as and when required. The purchase order number also ensures payment to Blue Arrow and acts as the reference number should there be any queries. Blue Arrow will produce invoices for each site (faculty/ department) on a weekly basis. The invoices will be sent directly to accounts payable each week and then be distributed to the nominated contact in the relevant faculty or department that is responsible for signing off the invoicing. no: Star t date The University of Surrey requests that a purchase order is raised in advance of any products/services being ordered. However, it has been agreed that Blue Arrow will commence a search for a suitable candidate when receiving booking for a flexible employee though we cannot confirm them as a starter until a purchase order number is issued. invoicing Extension Location: Purchase Blue Arrow have an online booking and timesheet system called “my blue time” – a user friendly tool that can be accessed via the internet. If you are not currently using this system and would like to, please contact Ian Roberts, Blue Arrow Account Manager on 01483 684321 or email [email protected]. by: E-mail addr School/dep r requirem my blue time online booking ing form no: Reason fo In the first instance we would prefer it if you could book your flexible employee with Blue Arrow via the online system www.mybluetime.co.uk which you will need a logon and password for. Alternatively should you wish to use booking methods such as emailing or faxing please see below for details. Ensure you have your purchase order number ready. staff book Specific sk ills require end date: s for assig Tue nment: Total hour Wed Thur s per wee k: Fri Sat (if applicab le): Sun duties): d (e.g. typi ng speed or previo us caterin g experie nce): Compute r skills MS Word MS Excel MS Power N/A point Intermed iate MS Acces s For Blue A rrow use Reason fo Basic Advanced only: r requirem Star t date : ent: Purchase order no: Anticipated end date: University of Surrey user guide 9 managing flexible employees Flexible employees are chosen by Blue Arrow because they are experienced and used to adapting to different companies. However, all offices are different and a brief introduction to your department helps to welcome the new member of staff and should include: introductions supervisor key members of staff location desk kitchen restaurant facilities on campus advice Office equipment: telephone • answering calls health and safety Blue Arrow will work closely with you and the University’s own health and safety facility to ensure all our flexible employees are fully able to work in a healthy and safe manner. Blue Arrow are responsible for ensuring that the flexible employee advises the University of any personal factors that may have an impact on their health and safety arrangements whilst they are there. The University is responsible for highlighting any potential hazards and for the supervision and control of the flexible employees whilst in assignment. Any specific health and safety training required prior to employment e.g. within the catering facilities at the University, should be completed by the flexible employee under the direction of Blue Arrow. • making calls (external and internal) • transferring calls • holding calls • use of voicemail (if appropriate) fire exits toilet facilities fax machine (use and location) filing cabinets photocopier (use and location) handover notes access to computer (log-in details, storage, UniS website and telephone directory) Specific departmental policies/procedures: arrangement times for breaks, i.e. lunch procedure for timecard sign-off health and safety 10 University of Surrey user guide 11 yee feedback Flexible emplo quality assessments and reviews Per sonal details: First name Date Surname Department back: Employee feed r needs meet with you your assignment w? How well does with Blue Arro r initial meeting as outlined at you Arrow Blue received from tact con the How do you rate nment? during your assig given nd and briefing rate the backgrou How would you nt? g your assignme prior to acceptin ided? n/training prov rate any inductio How would you your from ice serv rate the overall How would you ch? Blue Arrow bran d by nt that issues raise Are you confide Ver y poor Poor Average Ver y good Excellent Candidate quality assessment In accordance with Blue Arrow’s aims to continually review performance and achieve higher standards of service, we would appreciate if you could spare the time to complete this review report on the FE recently supplied to you. Your comments would be of enormous assistance should only take a couple of minutes to complete. Please return this form to [email protected]. and this review No Yes ctively? quickly and effe w are dealt with you to Blue Arro No Yes details: Personal your terms of Are you clear on At the end of the assignment, Blue Arrow will forward a quality assessment to you. FE’s first name surnameNo FE’s Yes ds? w to your frien mmend Blue Arro Would you reco Department Yes employment? No Please rate the candidate on the following: ? ly and on time inistered accurate Is your pay adm ments or Any other com Excellent Very good Average Poor Very poor Time keeping ns? recommendatio Appearance Adaptability Co-operation We very much value your feedback so if you could take 2 minutes to complete and return this form we would be very appreciative. Your feedback serves as the platform for reviewing the service and quality of the flexible employees supplied to the University. Efforts/quality of work Quality The results of all assessments will be assessed and monitored, and used to improve the service offered by Blue Arrow. Please return by Thank you for service Skills/ability assessm ent Blue Arr Attitudes to work colleagues ow professio is committed to being na improvem l service by id a respon en sive com Simply co ent areas we w tifying and resp pany th Any other comments at’s on ou mplete the deta ld appreciate yo ding to your ne accountable to ils and re eds. In or ur feedba yo turn to der to as u, our client. Personal ian.robe ck by complet We aim sess our details: ing this rts@blue to prov achiev form. A arrow.co ll inform ement of thes ide an efficient .uk. Than Surnam e ob ation and k you fo e r your tim will be treate jectives and an y d in the e. strictest possible confide Depar tm nce. en t fax or email to: Fir st nam e 1. How sa your time. tisfied ha ve you be en with Our abilit y to unde Speed of Accuracy Standard Standard Any othe r rstand yo ice in te rms of: Date ur requ service irements Excellent of match ing peop of cour our serv le to yo tesy of of efficien Blue Ar cy of Bl irements commen dations? ten do yo u meet Quarter 3. How of with yo ur Blue ly ld you lik e to mee Monthly 4. How co Quarter uld the 5. Plea se comm services ent on th 12 nsultant t with yo Half year currently service te your Annuall y Arrow co ive from ents? Other ? oved? (co nti Blue Arr nue over ow. (conti nu Date Never Annuall y be impr Print name No requirem nsultant ly receiving you rece to upda ly ur Blue ly you are e overall Arrow co Half year ten wou Yes Would you request this FE again? Signature 2. How of Poor ant ant ts or re Monthly Average row cons ult ue Arro w consult commen Good ur requ Never Other leaf if mo e over lea re space f if more required) space re quired) University of Surrey user guide 13 what to expect from Blue Arrow In order to provide the University of Surrey with the highest possible quality standards, Blue Arrow has worked with the University of Surrey HR team to develop a comprehensive service level agreement which includes: 100% order fill rate and a consultative approach and support with your human resources issues access to a wide range of candidates who have all been interviewed and inducted on the standards and procedures at the University of Surrey where possible Blue Arrow will look to utilise the University of Surrey students as the first source of candidates There will also be a structured quality assessment system in place to include: assignment feedback form from hiring manager and flexible employees quarterly review meetings held with HR and procurement from the University of Surrey, and the contract management team from Blue Arrow Should you have any concerns, these can be dealt with immediately by contacting the on-site Blue Arrow contract team five days a week. Blue Arrow is always available to help you with any questions or problems you may encounter with the contract. However, should you have an issue which is not resolved to your complete satisfaction please report it to the University Contract Manager, Lois Moor. in support of the students’ union welfare initiatives, Blue Arrow will always assess the suitability, eligibility and availability of students to work on campus To ensure 100% fulfilment of all vacancies Blue Arrow will also be sourcing candidates externally. Blue Arrow will continually attract temporary and permanent staff who have specific skills, and whose experience and availability suit the assignments at the University of Surrey in addition to an interview conducted by a fully qualified Blue Arrow consultant, their work related skills will also be assessed. further training and assessment for specific assignments can also be arranged to suit the candidate and the needs of the customer full references are taken up by Blue Arrow for all external (nonstudent)candidates and other relevant checks such as CRB’s Blue Arrow will ensure check-in calls to ensure that the flexible employee arrives on time and their skills match your requirements. quality structured comprehensive re-book calls to confirm you are happy with the flexible employee and that you require them to continue in the assignment 14 University of Surrey user guide 15 continuous improvement monthly and quarterly review meetings To ensure that the service offered by Blue Arrow is of a consistent and high quality standard, regular meetings are held with Lois Moor, HR Manager and Debbie Glennon, Procurement Manager. The service level agreement and key performance indicators are used to guide and measure service levels, and copies of these can be found on the microsite, accessed via the University HR and procurement website. Obviously key issues are dealt with as and when they arise, but any feedback, issues or suggestions are reviewed during the review meetings so please complete the quality assessment forms or speak to Lois Moor with any key concerns so together we can continually improve the service. Your feedback is valuable and will really help ensuring Blue Arrow have the best possible chance of providing the highest quality recruitment support to the University of Surrey. additional advice and service As a leading provider of staffing solutions Blue Arrow has access to advice on the latest employment and recruitment issues. Information that can be shared with the University of Surrey includes: advice on employment legislation demographic profiling for recruitment initiatives latest salary survey information advice on adopting diversity attraction programmes including information about forthcoming legislation in relation to age In addition Blue Arrow employ all flexible employees and therefore are able to provide a formal reference, this being of particular benefit to students about to graduate. performance 16 University of Surrey user guide 17 microsite Further details can be downloaded and viewed from our microsite link accessible from the University HR and procurement website. The microsite contains contact details, the key performance indicators and our service level agreement. You are also able to download our booking form and link to my blue time for online booking. Management information will also be posted on a restricted access basis. visit www.mybluetime.co.uk/uniofsurrey 18
