Leeds Beckett University - City Campus,
Woodhouse Lane,
LS1 3HE
Excellence in customer service recognised
Our University first received the accolade in 2013 and recently underwent a three day assessment to secure the re-accreditation, achieving an impressive nine areas of particular strength, referred to as ‘compliance plus’ - the highest rating that can be awarded - alongside the 48 criteria which received a 'full compliance' rating.
The assessor, Mick Lynch, said: “For Leeds Beckett University, it is clear that having the Customer Service Excellence standard for the last three years has been transformational on organisational development. You are to be congratulated on the continuous journey of improvement and enhancement you are making to your customer experiences.”
Areas of compliance plus were noted in four out of the five themes of the assessment: customer insight, culture of the organisation, information and access, and delivery. Particular initiatives praised in the report included: the DISCover yourself project which profiles students in order to identify where extra support might be needed; the Race Charter Action Plan; our Access Agreement; Student Voice; and our website personalisation.
Other general areas of strength referred to were our clear strategy, empowerment of staff, corporate commitment, learning and development and partnerships. Areas for development were outlined and will be a focus – these included promoting our ‘internal business’ and improving how we work with data.
Jenny Share, Secretary and Registrar, was the senior lead for the project. Jenny said: “I would like to thank everyone who has contributed to this fantastic achievement for our University. It has been a large-scale team effort with every service and faculty contributing some impressive and innovative examples of customer service initiatives. As a University, we have used the Customer Service Excellence standard as a vehicle for positive organisational change, improving service standards and our approach to our diverse customer base.”
The Customer Service Excellence, or CSE, is a Government standard, developed to offer services a practical tool for driving customer-focused change within their organisation.