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Information Services Achieves Customer Service Excellence Re-accreditation


CSE logoFollowing a 2 day assessment in November, Information Services (IS) are delighted to announce that we have achieved reaccreditation of the Customer Service Excellence (CSE) standard.


We have improved performance compared to previous years and now have a total of 9 “Compliance Plus” elements. To achieve a “Compliance Plus” we must demonstrate that we exceed the standard expected for CSE compliance, typically evidencing that we are viewed as exceptional or as exemplar to others.  Further information can be found on the CSE intranet page.

Our CSE Assessor was particularly impressed with the strong customer focus and insight that he witnessed by speaking to our staff and students. He also noted our use of data to measure and manage our performance as an area of good practice, together with the benchmarking activities we carry out within the HE sector.  Our Assessor commented:


“Your staff were polite, friendly, empathetic and professional to customers. This was confirmed in survey results but also in discussions with customers, and through observation and discussions with staff, during this assessment visit.”


“Staff showed empathy in relation to their customers particularly around Mental Health and have an awareness of the range of issues impacting on students. You work in developing relaxation areas and Shelf Help demonstrates a clear understanding of the evolving needs of students and other customers in this area. This work and your overall student support were recognised, and you were shortlisted as finalists for the Times Higher Award in this category.”


“…it was clear that you have developed a customer focused culture across the service. You have a good understanding of the needs and preference of your different customer types and at different points in the learner journey. This was demonstrated in terms of front-line and backroom, support services.”


“There are many examples of staff understanding the needs and preferences of customers and using that insight to prioritise and drive improvement.”


“In 2018, extensive interaction with the wider community took place as part of the commemoration of the centenary of The Great War. This involved such as the hosting of an Armistice concert with local schools involved and links to other musicians across the world.”


“At this assessment, you also discussed the wider impact (upon the local community) of your Vietnam neonatal online course. This has had a significant effect on the health of the community in Vietnam”


Sally Jorjani, Head of Customer Service and Business Change within IS said:


“It is a wonderful achievement for Information Services to keep our CSE Accreditation whilst also increasing the number of Compliance Pluses. This award is purely down to our Staff working continuously to innovate and improve our services for all of our Customers. The comments from our Assessor are extremely pleasing and our Staff should be very proud of the recognition of all their good work.”


CSE is an externally accredited Government standard, offering a tool for driving customer-focused continuous improvement and skills development with a particular emphasis on Quality.  Further information can be found on the CSE website.


The next re-accreditation for Information Services will take place at the end of 2020.  Find out more about CSE within IS by visiting the CSE intranet page.