Teams across the Student Experience Directorate (SED) are celebrating success in Customer Service Excellence (CSE) for the second year running.
To demonstrate their commitment to delivering the best quality of customer service possible to students, staff members from Library and Learning Services, Residences, Sport and Community Services, Student Administration and Academic Affairs, and Student Life worked towards their first CSE assessment in 2023. The teams put together evidence that they meet various criteria relevant to customer service, including measuring and understanding customer insight, organisational culture and processes, communication and access to information, and timeliness and quality of service.
Following the first assessment, the SED submission was awarded Customer Service Excellence accreditation, achieving Compliance and Compliance Plus (the two highest qualifications) in over 50 areas of evaluation. Heading into the 2024 assessment, the SED submission achieved the much-coveted Compliance Plus in fourteen areas, improving their grade in some areas compared to 2023. What’s more, they also received a Commendation from the Assessment Services standards body in their Annual Awards for effective customer consultations that enhance and drive organisational performance.
In his review of the CSE submission, Graham Walton of Assessment Services commented: “SED and the Students’ Union (SUSU) work closely together and it is apparent that across SED staff there is a commitment to high quality student experience, where services are continually reviewed and revised to meet changing needs.”
Wendy White, Director of Library & Learning Service said: “I am delighted with this success which reflects our ongoing commitment to the continuous improvement of our services and partnership work with our students and wider user communities to ensure they are at the heart of our service design and delivery.”
Find out more about the Customer Service Excellence accreditation on their official website.
If you would like to read more about how the University listens to and implements student feedback, please visit the Your Voice SharePoint site.