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CUSTOMER SERVICE & CUSTOMER CARE

AND
CODE OF CONDUCT POLICY
FOR
EMPLOYEES OF LUNA CLEANING SOLUTIONS & MAINTENANCE (LCS)

GENERAL:
Our customers have a right to expect our business to be conducted with; Efficiency, Fairness,
Impartiality, Integrity and equally our staff also deserve the same courtesies.
 
Luna Cleaning Solutions & Maintenance also known as LCS has developed the Code of Conduct policy
through a consultative process involving all members of staff. This policy should be in accordance
with the "Model Code of Conduct for public agencies - policies and guidelines" It sets out specific
standards of behaviour that reflect the public sector's ethical principles and provides a guide to
assist staff in resolving the ethical issues faced in their day to day work activities.
 
While there is no one set of rules capable of providing answers to all ethical questions which arise,
this Code provides the framework for appropriate conduct in a variety of contexts and is non
exhaustible.

We will be reviewing our Customer Care and Code of Conduct Policy together with our staff
handbook on a yearly basis and modify the clauses if required to suit specific functions and
responsibly within our role as main service provider for the cleaning and/or maintenance contract
held with our clients.
Where there is a conflict between this Code and any of our Employee Policies, Our customer’s
policies shall be referred to.

The high ethical standards and commitment of Luna Cleaning Solutions & Maintenance staff are
acknowledged and this Code is a further step in demonstrating our commitment to high personal
standards of conduct and ethics. We appreciate all contributions and input made by our regular
customer satisfaction and periodic surveys in order to add to this document.

1. CUSTOMER SERVICE & CUSTOMER CARE

2. CODE OF CONDUCTS
Staff Behaviours
2.1. Safety
2.2. Customer Focused
2.3. Quality
2.4. Excellence
2.5. Integrity
2.6. Teamwork
2.7. Security
2.8. Staff Appearance
2.9. Staff Conduct
2.10. Smoking Policy
2.11. Gifts And Hospitality
2.12. It Usage
2.13. Telephone Usage
2.14. Substance Abuse
2.15. Spot Checks And Searching
2.16. Refreshments & Rest Breaks
2.17. Comfort Breaks

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3. MISCONDUCT AND GROSS MISCONDUCT

1. PROFESSIONAL QUALITIES IN CUSTOMER SERVICE & CUSTOMER CARE

For the purposes of this policy, the term ‘Staff’ is applicable to any of the definitions outlined below
and the following are expected of Staff as a minimum:

a. Operatives must behave in a proper and professional manner at all times.

b. Operatives must be dressed tidily and wear an identity badge at all times.
c. When first arriving at the property, Operatives must introduce themselves to the occupant
whether they be Manager/Facility User or Tenant and show proof of identity without having
to be asked.
d. Identity cards must be worn visibly at all times.
e. Where relevant, Operatives and Technicians alike must explain the nature, purpose and
extent of the job to the occupant. Where the occupant asks for additional works to be
undertaken, and these works are not covered by the description of the Works Order, details
must be reported back to the Supervisor or offer for the occupant to contact head office.
f. Occupant must be dealt with in a courteous manner. Customers or Elderly occupants in
particular may need a sympathetic and sensitive approach if relevant and equally if there are
children are present.
g. Operatives are required to treat all occupants including visitors politely, positively and with
consideration, regardless of their:
 Race
 Gender
 Ethnic or National origin
 Religious belief
 Sexuality
 Physical or mental disability
 Marital status
h. Comments must not be made or exchanged to occupants about the contract held or details
that may contain sensitive information.
i. Reference should not be made to confidential discussions with occupants or Staff. All such
comments should be directed to the Supervisor.
j. Operatives must not smoke, work under the influence of alcohol or drugs, use bad language,
play radios or cassette players.
k. Operatives must not use any of the occupants’ facilities without permission.
l. Operatives must keep safe all materials, equipment and tools used on site to avoid danger to
occupants and visitors. Where young children are present, it is especially important not to
leave dangerous materials dangerous materials, and electrical equipment within their
access. When this is unavoidable (by the nature of the work involved), the operative must
ask the occupant in a sensitive manner to remove children/pets from the risk area if this is
relevant.
m. Operatives must not request refreshments from the occupant, but may accept them if
offered. Operatives must not ask to use the occupant’s cups, spoons, tea, coffee, milk etc.
n. Staff appearance and conduct must reflect and reinforce the standards expected from our
business. All Staff are expected to behave and appear in a professional manner at all times.
These standards apply to all staff unless specifically excluded in this Code.
o. The Operative must respond sympathetically and promptly to any complaints received from
the client hereby meaning any occupant, visitor or guest of the Sites visited by our LCS
representatives. The Complaint must be recorded and notified to the supervisor or manager
at the helpdesk.
p. Operatives should withdraw tactfully from site if any situation develops in which the
occupant or any other guest, visitor becomes disturbed, anxious, hostile or aggressive. This
should be reported to the supervisor or manager at the helpdesk.

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LCS aims to provide an environment of dignity, respect and mutual trust among its entire workforce
and regards any form of bullying, harassment, discrimination or victimisation as unacceptable
behaviour that will not be tolerated. If you believe you have been harassed or abused in any way by
a member of the public or a colleague or contractor while at one of our customers sites the
appropriate manager will investigate this and take such action as s/he believes appropriate. Any
alleged physical assaults, or hate crime will be fully investigated and referred to the police if
necessary.
 
If you feel you have been harassed or abused please report this either via your Supervisor or Senior
Manager, who will take your reporting very seriously and information will be treated in good faith
and in confidence, it will be recorded and investigated and you will be notified of the outcome of the
investigation. You may be called as a witness to either an internal hearing or criminal proceedings as
appropriate.

2. CODES OF CONDUCT

STAFF BEHAVIOUR 

2.1. Safety:
(To be implemented in conjunction with the Health & Safety Policy)
 
 Always carries out required safety procedures
 Uses knowledge to identify and prevent potential problems e.g. health and safety issues
 Embraces safety culture
 Puts forward ideas and suggestions to improve safety performance

2.2. Customer Focused:

 
 Goes the extra mile to ensure they meet and exceed our customer’s expectations
 Sorts out issues before they become a problem
 Receives excellent feedback from our clients and the users of their sites
 Shows a genuine interest in customers
 Treats visitors in a pleasant and courteous manner.

2.3. Quality:
 
 Looks for ways to improve
 Works to be the best in everything they do
 Never compromises quality guidelines and proposes further improvements whilst
understanding the cost implications
 
2.4. Excellence:
 
 Promotes an excellent image to customers and colleagues by exceeding operational and
non-operational standards
 Displays a positive attitude and uses initiative to solve problems
 Always enthusiastic and not troubled by different situations
 Can be depended on in all circumstances
 Converts ideas to successful initiatives
 

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2.5. Integrity:
 
 Understands the importance of control, ensuring actions are taken to minimise costs and
waste.
 Adheres to policies and procedures especially concerning security and personal safety.
 Is trusted by others
 Is consistent
 Holds a positive attitude
 Looks to improve performance.
 Committed to the business’ objectives
 Demonstrates a positive team attitude
 Identifies needs and offers to help in areas outside usual responsibility with supervisor
authorisation or within suitable time constraints.
 
2.6. Teamwork:
 
 Positive approach to team goals e.g. asks ‘what can I do to help achieve Luna Cleaning
Solutions & Maintenance objectives?’
 Encourages and supports others to achieve team success
 Has good ideas, is happy to share them and encourages others to take them on board
 Promotes an excellent image to our clients and users of the customers Sites by exceeding
operational standards
 
2.7. Security:
 
 All Staff will adhere to all instructions and guidelines issued by LCS Health and Safety
Compliance, this includes safe working practices, policies and access.
 It is mandatory that all Staff attend related familiarisation, induction and training
programmes as directed.
 All Staff will display their staff passes/access passes and accreditation at all times.
 Staff will not lend their access pass, keys or alarm code to any other member of Staff or
borrow an access pass from any other member of Staff. If a member of Staff forgets their
keys, access passes they must contact their supervisor or LCS Manager.
 All lost or stolen items of access must be reported immediately to the supervisor or
Managing Director for appropriate management.
 Any unusual activity, tampering with cabinets/locks or loss of equipment or documentation
should be reported to the Supervisor or Managing Director.
 
2.8. Staff Appearance:
 
All Staff will adhere to the dress code requirements as per the Code unless otherwise specified as a
result of their job role e.g. safety attire such as hard hats, high visibility clothing and uniforms where
directed, and generally with the following (as applicable):

 No hooded sweatshirts.
 No open toe shoes/sandals/flip-flops.
 No caps or headgear unless authorised, agreed or required.
 No headphones unless required.
 
 Staff shall wear uniforms and personal protective equipment as directed.

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 Certain tattoos may be acceptable but it is recommended that they are covered by clothing.
 All tattoos should be disclosed at the times of applying for the appointment and the
supervisor or line manager’s judgment is final.
 
 Generally, Staff should wear shoes that protect their toes particularly when undertaking
manual handling and working with ladders or machinery.
 Queries regarding appearance or dress code requirements will be referred to their
supervisor/manager in the first instance and in the case of any further issue, shall be
referred to the overall MD.
 
2.9. Staff Conduct:
 
 Staff must treat all visitors and colleagues with courtesy and civility at all times.
 Staff shall comply with all directions, policies and requirements with respect to this code at
all times and compliance will be monitored regularly LCS staff.
 Staff will not attempt to secure autographs, video or photographs of, or with, event
participants, employees or the public unless as part of their role, and recorded permission
has been given. Any breach of the foregoing may result in disciplinary action, including
dismissal or termination of contract, where appropriate.
 Staff will not bring bags to work that exceed dimensions specified from time to time by LCS
unless authorised. These maximum dimensions are 20cm x 20cm x 5cm.
 Staff will not attend work smelling of alcohol or tobacco smoke.
 Staff will not attend work under the influence of alcohol or drugs.
 All Staff, including those working outside of the customer’s sites and those working alone
must ensure their whereabouts are known by their Supervisor and/or fellow colleague.
 All Staff shall be punctual.
 If authorised to use the facility, any Toilet and/or Shower facilities must be used with good
hygiene practice.
 Use of kitchen facilities must only be as directed by the MD/Supervisor and our clients
 Staff must follow any Permit to Work system as directed by the supervisor or Manager.
 Staff may only operate plant and machinery if they have the relevant license(s),
qualification(s) and training. 
 LCS Staff must follow any guidance relating to food hygiene and kitchen operation as
required.
 Staff will circulate in the building in accordance with LCS and our clients’ policies, guidance
and directions and shall not use any meeting rooms, or areas unless authorised.
 Staff who use company vehicles including their own transportation will use good practice as
directed by the Highway Code. If directed by their immediate manager when making
deliveries of consumables or equipment must wear reflective clothing such as a high-
visibility bibs and drive with consideration at all times. The driver will set prime examples of
the driving codes of practice and will not place the company in jeopardy or disrepute by
illegally parking, or contradicting local speed limits.
 Staff will implement and abide by environmental management practices, guidelines and
policies in place at the clients sites, including but not limited to recycling policies.
 
2.10. Smoking policy:
 
 Smoking is strictly not permitted at any time in any of the premises or sites LCS are
contracted to clean or forgo maintenance jobs. Staff are not permitted to exit the customer’s
site/building for purposes of smoking whilst on their shift.
 
2.11. Gifts and Hospitality:
 

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 Staff shall comply with any Gift and Hospitality Policy which our clients/customers may have
in place. (A copy is to be supplied by the point of contact from our client if requested)
 

2.12. IT usage:
 
 Usage of any computer system, email, internet network at any of the sites related to our
clients/customers (property/office or community centres) shall not be permitted at any time.
Breach of this clause will mean misconduct proceedings and immediate dismissal
 
2.13. Telephone usage:
 
 Staff must not use personal mobile phones at work unless authorised e.g. In the event of an
emergency; to check work schedule; to log on or off to the time keeping system; notify
supervisor of an issue.
 
2.14. Confidentiality:
 
 Staff are not permitted to discuss any matter relating to our customers/clients or their
business, including but not limited to any operational or sensitive matters. Staff shall take
care not to discuss internal work matters or agreements where information may transfer,
intentionally or otherwise, to third parties.

2.15. Substance Abuse:

 If you notice a colleague who appears to be under the influence of alcohol or drugs please
report this to your supervisor who will refer the matter to the MD or senior authority at the
time. Remember they may be ill or have a medical condition. If you are under any influence
of illegal drugs or alcohol LCS reserves the right to refer you to medical assistance and
remove you from the premises, proceedings for gross misconduct will be executed
immediately and without hesitation.
 
2.16. Spot Checks and Searching:

 LCS reserves the right to search the belongings or outer clothing of all Staff using suitably
trained and appropriate staff on entry, exit or at any time. LCS may carry out random
searches at any time. Suspected theft or other criminal acts may be referred to the police.
Further guidance on conduct will be included in inductions, briefings and other documents
which relate to Staff.

2.17. Refreshments & Rest Breaks:

(Event staff or Day Cleaners Only)

 Rest breaks will be taken on a rotation basis administered by your supervisor in the event of
working continuous long hours. Prayer breaks must be incorporated within agreed rest
breaks as directed by supervisors. Prayers may only be undertaken in designated Customer
Service Rooms if available and when no other personnel are there.
 
2.18. Comfort Breaks:
 
 All Event Day comfort breaks must generally be taken with prior agreement from your
supervisor or manager.

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3. MISCONDUCT AND GROSS MISCONDUCT

 
LCS may remove any person who breaches this code or other applicable policies in practice for the
exclusive contract with our customer and or sites and their Regulations.
 
Misconduct includes but is not limited to:
 
 Unauthorised absence from work
 Persistent Lateness
 Unacceptable performance not due to incapability
 Inappropriate standard of dress
 Smoking on company premises and the immediate environs
 Time wasting
 Contravention of safety regulations
 Disruptive behaviour
 Failure to carry out an authorised instruction
 Posting, e-mailing or distributing unauthorised literature or images.
 Breach of client’s working policy in relation to the Public Interest Disclosure Act 1998
  
Gross misconduct includes but is not limited to:
 
 Dishonesty (including theft from any LCS Stock/Storage rooms, client’s sites; Offices,
Community Centres or from other employees, customers, clients or users etc.)
 Falsification of records (including clock cards/time sheets/claim forms)
 Failure to comply with relevant statutory or regulatory requirements
 Serious insubordination
 Violent, abusive or intimidating conduct
 Deliberate damage to LCS or customer/clients property
 Harassment (including bullying) of colleagues, customers or clients on the grounds of colour,
race, nationality, ethnic or national origins, sex, marital status, disability, sexual orientation,
gender reassignment or transsexualism, religion or belief and age.
 Unauthorised use or disclosure of confidential information
 Unauthorised access or use of the sites under LCS responsibility.
 Attending work under the influence of alcohol or non-medically prescribed drugs or being in
possession of illegal drugs or other non-medically prescribed substances.
 Reckless or serious misuse of a Luna Cleaning Solutions & Maintenance; company vehicle,
equipment or products.
 Misuse of LCS or client’s name or otherwise bringing LCS or our client/customer into
disrepute.
 Accepting a gift which could be construed as a bribe.
 Breach of policies on Gifts and Hospitality policy, IT usage.
 Unauthorised collection of monies
 Sleeping on duty
 Breach of health, safety and hygiene rules which endanger the health and safety of others
 Unreasonable refusal to allow a search to be carried out in accordance with security policies
in place at the clients sites. 
 Selling or dealing for personal gain any service or products not authorised by LCS.
 Non disclosure of a conviction for any serious criminal offence whilst a ac contracted
employee of LCS and service provider for our clients sites.
 Serious breach of client’s policy relating to the Public Interest Disclosure Act, including
where a disclosure is made maliciously.

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 Dignity at Work
 
All Staff should refer to their employment contract or terms of engagement (if applicable) for further
guidance or if in any doubt speak to your supervisor or LCS help desk.

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