Customer Service Excellence

Customer Service Excellence

In May 2020, Library Services, Student Life and IT Service Management achieved Customer Service Excellence accreditation.

Customer Service Excellence (CSE) is awarded by the United Kingdom Accreditation Service (UKAS) following the successful assessment of five criteria: Customer Insight; The Culture of the Organisation; Information and Access; Delivery; and, Timeliness and Quality of Service. 

The Assessor found that:

  • Our staff are very approachable and customer focused. Their priority is to ensure customers receive the best possible service
  • We have developed an ethos of continuous improvement through the utilisation of the Customer Service Excellence standard
  • Staff are open, transparent and willing to learn from the Customer Service Excellence process
  • Our customers expressed a view that we provide high-quality services and that staff are helpful and courteous

Our award will be reviewed annually to ensure that we continue to meet the needs of all our customer groups and embed customer focus as we develop our services further.

Below you will find links to examples of evidence which underpin our Customer Service Excellence award. You can also provide feedback on our services, find out how user feedback has led to positive changes, and learn more about CSE accreditation.