Capture the Moment

Midland Heart and Customer Service Excellence

Midland Heart and Customer Service Excellence

This case study shows how an organisation can develop a strategy at the corporate level and then make the strategy operational so that the customer experience is enhanced and improved. Midland Heart are a leading housing organisation in England, delivering homes and services across the Midlands that enable people to live independently. They have 33,000 properties that provide homes for people from different backgrounds.

To read further on how Midland Heart benefitted from Customer Service Excellence download the case study…

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Selby College matrix Reaccreditation

After successfully holding the matrix Standard since 2004, Selby College have once again been successful in their reaccreditation.  They have maintained their high standards of information, advice and guidance through continual improvement and monitoring focussing on leadership and management.

Matrixduo1 MatrixRobHelen

Key comments from Assessment Services assessor, Susan Smith were, ‘Key strengths in leadership of an effective and supportive IAG service throughout the college – a sense of mission and purpose is evident across the whole of Selby College such that students are offered a consistent service that meets their needs. Staff comment that despite the challenging agenda, the leadership and management in the College helps them to retain their focus on providing impartial support that achieves agreed student outcomes.’


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London Ambitions: Shaping a Careers Offer for Every Young Londoner

London Ambitions: Shaping a Careers Offer for Every Young Londoner – Next Step Plans Webinar

Monday 9th May 2016 at 2pm

Presented by Dr. Deirdre Hughes, OBE


Join us for our 1 hour webinar presented by Dr. Deirdre Hughes, OBE which is designed to bring those interested in IAG developments fully up-to-date with the latest implementation plans underway across London in shaping a new careers offer for young people.  It is recommended participants read this report, published in June 2015, in advance of the webinar. Download: 

Dr Deirdre Hughes, OBE will be hosting the webinar. 

By the end of the 1 hour webinar, participants will have:

1. Reviewed the key steps being taken to implement the 7 key elements and London Careers Curriculum

2. Considered its implications for quality standards in careers work across schools, colleges, universities and other local community settings

3. Reflected on the evidence-base underpinning this work and how this can be applied in IAG practice

4. Shared ideas on effective ways to implement a high impact careers IAG strategy.

Limited spaces so book now to avoid disappointment!

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The matrix Standard assessment described by Rising Star (Zenith People)

Angela Anderson, Managing Director of Rising Star (Zenith People) describes her expectations of the matrix assessment, benefits and their next steps.
Rising Star, sister brand of Zenith People, is a recruitment business totally focussed on helping young people find employment. Whatever your career aspirations and whatever your starting point, we’ll help you map out the steps you need to take to achieve your employment goals.

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Great Yarmouth Refugee & Outreach Support gain the matrix Standard

Great Yarmouth Refugee & Outreach Support (GYROS) is a registered charity which provide Information, Advice and Guidance to migrant workers; specialising in Immigration, Housing and Debt. They provide training and workshops in a wide variety of areas to support newcomers and the migrant community settle and integrate into the local community. Training and workshops include ESOL, Healthy Living, Arts and Crafts, Self-employment, Employability, CVs and many more.

‘We are really proud to have been reaccredited today. It also ensures that our community are aware that we are not afraid of putting our service up for scrutiny by an independent body.  The matrix Standard helps us to focus on a quality service.’


Left to right: Oksana Snaidere, Ligia Macedo, Armine Nikoghosyan, Lidia Silva and Jo Howes.

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Capturing the Moment- C&K Careers

Three years ago C&K Careers invested in training me to become a matrix Standard Internal Champion. During our recent Accreditation Review, I was able to work alongside the Assessor in planning the programme and conducting some of the interviews;

“We found that through acquiring a deep understanding and involvement in the Standard, coupled with our all-year round commitment to it, we could bring even more rigour to the whole Assessment journey and so benefit  our company”

Photo of Katren North

Katren North, Head of Business Development, C&K Careers


“Having an Internal champion means that so much of what we do on a daily basis is underpinned by the matrix Standard. We don’t need to worry about getting assessment ready. It is what we naturally always do!”

“It is fabulous for staff to have the strength of their work externally recognised by the matrix Standard assessor  – and any areas for development are regarded as exciting challenges to drive us forward”.

Author; Stuart McRill, Registered matrix Assessor



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