Customer Charter

Our Customer Charter ensures that we have a strong customer focus, communicate effectively and deliver excellent service.


The Charter sets out what we will do for our customers, how we will do it and our service standards. It also outlines what we expect from our customers to enable us to support them.

We recognise that excellent customer service is integral to the delivery of high quality public services and we are committed to meeting the needs of customers in a professional manner.

Our aim is to provide support that is focused on your best interests but which will also protect public funds.

What we will do for you:

  • We will quickly identify your needs and let you know how we may be able to help. 
  • We will clearly explain what information we need from you, what form of support you could receive, how we work and how long each stage might take.
  • We will ensure that you understand any conditions or undertakings for which you will be responsible in relation to the support offered.
  • We will keep you up to date on the progress of your case.
  • If we are unable to provide any support, we will inform you as quickly as possible and tell you the reasons.

In line with our vision and values you can expect us to:

  • be polite, friendly and professional and to always act with integrity
  • be approachable, empathetic and keen to listen and respond to your needs
  • be reliable, fair and respect confidentiality
  • communicate our processes clearly, fully explaining the conditions of any offer of support
  • deliver against set standards and share this information with you
  • positively challenge you to be more competitive and continually improve. 

In turn, we will expect you to:

  • provide the information we need when we need it
  • let us know if things change
  • understand your obligations if you receive financial support as it is public money
  • treat our staff with courtesy and respect

How we maintain a strong customer focus

We continually seek feedback on our services and take part in internal and independent evaluations to assess the impact of our activities on customers.

All our staff get customer service training and we ensure that staff who deal directly with customers have the knowledge and skills they need to evaluate proposals and provide advice about what Invest NI can offer.

We make sure that there is adequate office cover and that your queries are directed to the most appropriate Invest NI staff member and dealt with as quickly as possible.

To ensure that our services best meet your needs we are innovative in new product development.

We are committed to equality.

Our service standards:

  • If you have an appointment we aim to meet you within 5 minutes of your appointment time. If you call in without an appointment a member of staff will meet you within 15 minutes.
  • We aim to pay 90% of agreed and valid supplier invoices within 10 days of receipt
  • We aim to answer calls to our main enquiry contact numbers during office opening hours within 10 seconds
  • If you leave a voicemail your call will be returned within 4 working hours, if the staff member is in the office. Voicemail of staff who are out of the office will include the contact details for another Invest NI member of staff.
  • If you leave a voicemail your call will be returned within 4 working hours, if the staff member is in the office. Voicemail of staff who are out of the office will include the contact details for another Invest NI member of staff.
  • We will provide a response to all Freedom of Information requests within 20 working days.
  • We will respond to formal complaints within 10 working days.  Find out about leaving feedback or how to make a complaint.

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