Student Services Centre recognised with Government Standard in Customer Service Excellence6 July 2011
The Student Services Centre at Nottingham Trent University has been awarded the Government Standard in Customer Service Excellence (CSE).
Based in the university's recently opened Newton Arkwright building, the Centre acts as a one stop shop for any information or support that students might need during their studies.
The Centre is made up of a wide range of service and support departments. With a front line desk, enquiries can then be directed within the centre to student accommodation services, counselling, health and wellbeing, faith and cultural support, welfare support, disability support - including support for dyslexic students - international student support, careers and employability, mental health advice and finance and funding.
The assessment made by the Government Standard in Customer Service Excellence found that the Student Services Centre's operations demonstrated a complete understanding of the diverse characteristics of the student population. Regular and detailed processes of consultation keep the university abreast of students' needs, and allow the Centre to constantly operate efficiently and for the benefit of students.
The assessment also made note of the high level of training that staff within the Centre had received. Front line staff have completed Customer Service NVQ's, as well as internal customer service training coordinated by the university's Centre for Professional Learning and Development.
A major part in the centre's success has also been its use of benchmarking to continually improve the standard of customer care.
Richard Irons, Student Services Centre Manager at Nottingham Trent University said: "We're extremely proud to have achieved the Government Standard in Customer Service Excellence. Our goal is to provide a service that leaves our students in no doubt as to how much value we place in supporting them during their time with us. This award is recognition of the hard work of our staff and we'll continue to do all that we can to ensure we maintain the very highest standards of customer service."