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Customer service standard

At the University of Leeds, security staff have gained the Customer Service Excellence standard.

Security Services are part of the wider Commercial and Campus Support Services (CCSS), which takes in Security, Sport and Physical Activity, Cleaning, Catering, Conferencing and Events, Print and Copy Bureau and Mailroom, and Facilities Support Services. That entire department applied for the Customer Excellence Accreditation and was particularly praised by the accreditation assessor for achieving “eight Compliance Plus awards – an amazing achievement for a first assessment!”

As has become the norm at UK universities, CCSS seeks to offer to anyone who comes into contact with the services it delivers, an excellent and memorable customer experience. This accreditation was chosen as it gave a structured approach to customer service and an independent test of the quality of service delivery.

Stewart Ross, Director of CCSS said: “I am delighted that we have achieved this important accreditation for six of the large professional services that comprise CCSS and particularly proud of the way the teams have worked together to share best practice and integrate a customer-led set of processes and systems. Thanks to all those staff involved in undertaking the preparatory work for the assessment, which was considerable, and all in CCSS for their ongoing commitment to making a difference to the experience of our University community on a daily basis.”

The Customer Service Excellence standard covers 57 criteria shown to influence customer satisfaction. CCSS’ eight ‘Compliance plus’ marks for eight standard criteria are the most criteria for a first time applicant. The Service was praised for:

In-depth understanding of its current and potential customers;
Customer insight about customer groups to better understand their needs and preferences;
Particular efforts to identify hard-to-reach and disadvantaged groups and individuals;
Reliable and accurate methods to measure customer satisfaction;
Analysing and publicising satisfaction of its customers;
Policies and procedures that support the right of all customers to expect excellence levels of service;
Arrangements with other providers and partners to offer and supply coordinated services; and
Developed coordinated working arrangements with partners that ensure customers have clear lines of accountability for quality of service.

Richard Hamilton, Customer Service Excellence Manager at Centre for Assessment said: “Following well-coordinated preparations, CCSS at the University of Leeds was totally ready to complete its assessment against the national quality mark for excellence in customer service. This was a large project, requiring consistency across several diverse services. The outcome has provided a great opportunity for CCSS to celebrate its excellent practice and respond positively to the areas identified for development. Working with CCSS has been a pleasure for the Centre for Assessment – many congratulations on your impressive achievement.”


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