Professional Services Teams Achieve Customer Service Excellence Standard Again

Swansea University’s Academic Services, Information Services and Systems, Student Services, and Marketing, Recruitment, Internationalisation, and Development teams have successfully achieved the Cabinet Office’s Customer Service Excellence (CSE) Standard, as part of their rolling programmes with the Standard. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

It is the fourth successful assessment year for the Academic Services, Information Services and Systems, and Student Services teams, and the second successful term for Marketing, Recruitment, Internationalisation, and Development team. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The Standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

The Standard is based on submitted documentation and a day-long assessment visit for each team, which took place last month on April 13 and 14, and included interviews with University students, staff, and external partners to ensure that the required level of service was met. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

There were six existing areas of ‘Compliance Plus’ standards across the three Directorates of Academic Services, Information Services and Systems, Student Services, and following this year’s assessment the teams have achieved an additional three areas of ‘Compliance Plus’, bringing them up to nine in total. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

There was one existing area of ‘Compliance Plus’ for Marketing, Recruitment, Internationalisation, and Development, and following this year’s assessment the team achieved an additional three areas of ‘Compliance Plus’, bringing the total up to four. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

Raymond Ciborowski (pictured), Registrar of Swansea University said: “We are very proud that a number of our Professional Services teams have been recognised again for this Cabinet Office CSE Award. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“The Standard is a driver of continuous improvement and, having identifying areas and methods for improvement since the last assessment, I’m delighted that our staff have delivered enhanced services to our students, staff, and partners to meet the demands of the Standard again. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“We are especially pleased our teams have been recognised for further ‘Compliance Plus’ standards in this round of assessment. ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​

“The Standard’s assessment process has also again helped us to identify key areas of customer service to build on going forward and we look forward to again demonstrating how we have engaged and listened to our customers to further improve our services during the next CSE assessment process.” ‌​‌​‌​​​‍‌​‌​​‌‌‌‍‌​‌‌​​‌​‍‌​‌‌‌​‌‌‍‌​‌‌‌‌​​