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Please be aware that as previously communicated, the scheduled decommissioning of JISC Online Surveys version two (v2) will take place […]
News Category: Staff News
IT Customer Service DeskAchieves the Customer ServiceExcellence Award
The IT Customer Service Desk have achieved the Customer Service Excellence award. This award is a difficult accreditation to obtain and signifies that we offer efficient, effective, excellent, equitable and empowering customer service – with the customer always and everywhere at the heart of service provision.
Our assessor spent the day in March 2024 conducting interviews with the team, our partners and our customers. In order to achieve this award we were assessed over 5 areas where we needed to achieve compliance:
There were 5 areas where we achieved compliance plus and our assessor was particularly impressed with the “corporate commitment to putting the customer at the heart of service delivery, which is communicated through strategic and operational plans ” and how we embed these standards across the Service Desk team. The ‘Staff (including new recruits) explained that they feel trusted and empowered to make decisions and identifysolutions to resolve customer’s challenges and issues and to meet their expectations. The customers interviewed used the words always polite and friendly, professional, knowledgeable, and helpful‘. Overall the culture of the organisation was the strongest area for us demonstrating the value of our Service Desk team being at the heart of this award. The 5 compliance plus areas are: