Health, Safety & Environment Test (HS&E) and One Day Site Safety Plus Health & Safety Awareness Course (HSA) Mystery Shopper

Tender description

CITB wishes to procure a Mystery Shopping service covering the whole of the United Kingdom and Northern Ireland for two current products. Firstly the Health, Safety and Environment (HS&E) Test which is delivered through two different forms of test centres, Pearson Professional Centres (PPC) and Internet Test Centres (ITC's) centres. This will require the services of an experienced, professional organisation to deliver a robust, managed, mystery shop program. This will be required to; measure key customer service levels, monitor performance, provide monthly reports and provide an immediate escalated alert mechanism for non-compliance in specifically selected key areas. The performance of a Test Centre (chosen monthly in advance by CITB) will be measured from the point a booking is made either by phone/on-line through to completing a Test at the chosen location. In addition to the above service CITB would will also require an 'on demand' mystery shopping service for centres delivering the 1 day Site Safety Plus Health and Safety Awareness training courses. This would involve the attendance of a mystery shopper at a whole day training session (7-8hours) to ensure that both the course is being delivered to the standards required and that candidates are being provided with the specified coursed materials.