Customer Service Excellence is a government backed industry standard that assesses whether services are efficient, effective, excellent, equitable and empowering, using 57 different criteria. It ensures that organisations always put their users at the heart of their service provision.
We were the first department in the University to be awarded this standard, and one of the first converged services (eg Library and IT Services) in Higher Education to receive it. In March 2017 we retained the award as well as achieving Compliance Plus in 13 areas.
Customer Service Excellence requires us to look closely at our services, processes and culture, and to make improvements to them where necessary.
It provides a quality framework we use to assess ourselves against.
If you're interested in learning more about Customer Service Excellence please contact Jackie Knowles, Head of Customer Services.