We are delighted to announce that our services in the Facilities Directorate have received re accreditation of the Customer Service Excellence ® (CSE), a government standard that recognises an organisation’s commitment to putting customers first.
Following a tremendously busy year in 2019 services in the FD have worked harder than ever to deliver continuous improvement on their existing compliance plus status. Earlier in March the Services received a one-day surveillance visit from the CSE accreditor who looked over this year’s submission and met with colleagues to find out more about the great work that is taking place.
Jo Hynes, Deputy Director Estates and Facilities commented:
“I would like to thank and congratulate all our staff across Campus Support Services, Catering and Events Management, Marketing and Communications and Sport and Physical Activity. This achievement is testament to everyone’s continued hard work and commitment to deliver excellent service to our customers. This year, we have achieved compliance plus across a further 10 accreditation criteria. This is a fantastic result and demonstrates our ability to deliver continuous excellence.”
Our Services received compliance plus and additional praise for the following:
We use reliable and accurate methods to measure customer satisfaction on a regular basis.
We analyse and publicise satisfaction levels for the full range of customers for all main areas of our service and we have improved services as a result.
We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.
There is corporate commitment to putting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers.
We empower and encourage all employees to actively promote and participate in the customer-focused culture of our organisation.
We can demonstrate our commitment to developing and delivering customer focused services through our recruitment, training and development policies for staff.
We provide our customers with the information they need in ways which meet their needs and preferences, using a variety of appropriate channels.
We take reasonable steps to make sure our customers have received and understood the information we provide.
We have improved the range, content and quality of verbal, published and web-based information we provide to ensure it is relevant and meets the needs of customers.
We identify individual customer needs at the first point of contact with us and ensure that an appropriate person who can address the reason for contact deals with the customer.