M&C team wins Customer Service Excellence award

The University’s Marketing & Communications team has been awarded Customer Service Excellence accreditation. 

Government assessors noted that, even through the recent merger of the Corporate Communications and Student Recruitment and Admissions teams to form a Marketing & Communications department, “strong leadership existed with a strong customer service focus still in place”.

Recent improvements to service delivery through the Admissions and Enquiries & Fulfilment teams have been made following the introduction of a new telephony system, providing improved data on waiting times and call allocation, a new Virtual Advisor system and web chat facility, and a new online stock control system to improve fulfilment turnaround times. 

The assessor said these improvements “reinforced that a strong customer service ethos was being maintained and enhanced in several areas”.

The new department – which also holds ‘Investors in People’ silver accreditation – is incredibly proud to hold this Government sponsored award and will be working to make further enhancements over the next 12 months when the team will undergo another full review.

Leave a comment