Client Care

Question 1

What is Mace’s Internal Quality Management System?

Answer 1

All documents are checked with someone familiar with the project, signing off a QMS sheet.

The document then progresses to someone of a director level to sign off the QMS sheet ensuring two people have checked.

Question 2

What sort of things are on Mace’s customer survey report?

Answer 2

Value for money
Communication
Knowledge sharing

Question 3

How did you manage stakeholders and their expectations?

Answer 3

• Clearly communicate at all times.
• Set KPI’s and objectives at start of service.
• Clearly define your scope of service.

Question 4

What is the principles of RICS client money handling professional standard?

Answer 4

• Provides clear rules for firms and members to have appropriate controls and procedures to keep clients money safe.
• Provides confidence in RICS firms and members that they are operating to a high standard.

Question 5

If an issue from a customer survey turned into a complaint, how would you deal with this?

Answer 5

If it turned into a full blown complaint, i would advise them to submit their complaint in writing, notify the complaints handling officer and direct them to our complaints handing procedure which outlines the ADR and timescales and the complaints handling officer who will be dealing with it.

Question 6

On the UoS, you mention you held regular financial meetings, how would you react to the client requesting a review meeting at short notice with little time to prepare?

Answer 6

If i didn’t have availability, I would request additional resource to cover me and if that wasn’t possible I would say no, but offer to meet at my earliest available time.

Question 7

On your Brent Cross project, how did you know what the client was expecting and by when, in terms of a service?

Answer 7

It would be set out in my scope of services what the client was expecting and when it would be provided, i.e. to provide cost estimating services at RIBA stage 3, including the production of a RIBA stage 3 cost plan.

Question 8

What would you do if your workload is too high and could not provide a good level of service?

Answer 8

If my workload was too high and I could not provide a good level of service, then I would request additional resource and delegate some of my responsibilities to them, ensuring they were providing a competent service in accordance with RICS RoC 2.

Question 9

What is needed for a firm to be regulated by RICS?

Answer 9

• Adherence to rules of conduct.
• Having a RICS compliant complaints handling procedure.
• Having a RICS compliant PII.

Question 10

What sort of things would you include within a fee proposal?

Answer 10

• Scope of services
• Fees
• Complaints Handling Procedure
• PII
• Inclusions & Exclusions

Question 11

Can you give me 2 examples of a typical QS service that may be offered at RIBA stage 1?

Answer 11

• Stage 1 is preparation and briefing.
• Two potential QS services at this stage could be:
• Reviewing design economics of the scheme
• Advising on procurement strategies.

Question 12

What must a RICS regulated firm to do comply with RICS bribery professional statement?

Answer 12

• Have a bribery policy, incl. risk assessment.
• Have a control system in place.
• Have a gift register.
• Train staff.

Question 13

Give me an overview of the principles of client care?

Answer 13

• Clearly defining the client’s needs and brief
• Outlining clearly what you can offer and tailoring your scope of services to their needs.
• Agreeing a transparent fee
• Setting KPI’s
• Continually monitoring your feedback (Customer survey reports) to ensure level of service is high.

Question 14

Give me an example of a time when you feel you have given client excellent service?

Answer 14

Wings Academy - Budget £22m

Contractor submission - £23m

Negotiation, interrogation of normalisation reports, reducing risk allowances, removal of PCSA prolongation.

Managed to get it under £22m.

Client advised on customer survey report - very happy with my service.

Question 15

What does RICS say about PII?

Answer 15

PII must be in line with RICS minimum wording policy, by a listed insurer.

Question 16

What are the 2025 changes to PII by RICS>

Answer 16

• RICS has decided to continue allowing both any one claim and aggregate cover under certain conditions.
• New cancellation clauses for both insurers and RICS regulated firms in the minimum wording policy.
• Consumer run off has been clarified in min. policy wording.
• RICS updated the minimum policy wording around fire safety.

Question 17

Please detail some of the quality management systems you have implemented on your projects?