Customer Service Excellence

Student Support Services/Student Services Centre teams have been awarded the Customer Service Excellence quality mark: see: www.customerserviceexcellence.uk.com/

Student Support /Student Services Centre teams include:-

  • SSC Student Information Desk (SID) - Reactive one stop shop for help and student support on administrative and support matters.
  • Student Life Team - Pro-active team leading student satisfaction, success and retention utilising student peer mentors signpost to services below and support through comprehensive training. This aids retention and satisfaction with early information, intervention and services integration with other team.
  • Residential Wardening (University discipline and welfare in residences)
  • International Student Support (Non-UK student cultural orientation and support on visa and welfare matters)
  • Student Finance Receivables - enabling arrangement / payments of monies due (e.g. accommodation/fees etc)  
  • Student Money & Housing Advice - all money matters, including hardship and budgeting advice, working with students pre and post entry.

All teams satisfied the 57 criteria** across the five main areas below:-

1 - Customer Insight
2 - The Culture of the Organisation
3 - Information and Access
4 - Delivery
5 - Timeliness and Quality of Service

The award builds upon the success of the Student Centre in Shape Your Surrey (iGrad) Surveys, which have placed it top on campus across all UG & PG students for student service satisfaction .

Craig Lowe, Head of Student Support Services, says, "The assessor commended the excellent professional practice he'd seen through the assessment document review and during the on site visit, including highlighting several examples of 'best practice' in service provision in Student Life Mentoring, Money/Housing and International student support teams. He was especially impressed by the commitment and care shown to students, as well as the openness and communication between colleagues and their work with others accross the University." 

The award means the Student Services Centre at the University of Surrey can be added to the register of award holders, undergoes re-evaluation in future and becomes eligible to use the quality mark logo. 

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*Student Finance Receivables are part of Finance, located within the Student Services Centre
**For full criteria see: www.customerserviceexcellence.uk.com/CSE_Standard.pdf