Student halls given customer service seal of approval

15 Jul 2016 11:50:05.123

Students living in halls at The University of Nottingham are receiving excellent customer service according to assessors of a national government standard.

The University’s Halls Management Division, part of the Estates, Operations and Facilities Directorate, has achieved The Customer Service Excellence (CSE) Standard – accreditation designed to put the customer, in this case students, at the heart of everything.

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Nottingham is one of only a handful of universities to achieve the accolade and the only Halls Management division to feature on the list.

To achieve the standard, an organisation must show they meet a range of detailed criteria, including customer insight, the culture of the organisation, information and access, quality of service and delivery and timeliness. The assessment concluded that Halls Management Division successfully achieved "compliance" against 53 elements and exceeded four elements of the criteria, scoring "compliance plus".

The University’s unique service which sees staff provide a reception point for students from 8am to midnight as well as having strong links with housekeeping staff, porters and resident tutors, was showcased in a two day assessment. 

Assessor Mick Lynch was introduced to the hall management team, spoke to students as well as the wider team of porters and tutors.

He said he was impressed by the strong leadership and the commitment, passion and energy shown by staff. He added that staff; “appeared to be fully committed to putting the customer at the heart of everything they did”.

Barry Chadwick, Operations and Facilities Director, said: “This is a fantastic achievement and testimony to the hard work that goes on every day.

“For many students living in halls is their first experience of being away from home and this becomes their extended family. I am really proud of the team who are delivering this excellent service and ensuring that our students and other customers are the main focus of what we do.”

The team said they would continue to drive improvement through upcoming initiatives which will benefit all the customers and students visiting the hall.

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Notes to editors: The University of Nottingham has 43,000 students and is ‘the nearest Britain has to a truly global university, with a “distinct” approach to internationalisation, which rests on those full-scale campuses in China and Malaysia, as well as a large presence in its home city.’ (Times Good University Guide 2016). It is also one of the most popular universities in the UK among graduate employers and was named University of the Year for Graduate Employment in the 2017 The Times and The Sunday Times Good University Guide. It is ranked in the world’s top 75 by the QS World University Rankings 2015/16, and 8th in the UK for research power according to the Research Excellence Framework 2014. It has been voted the world’s greenest campus for four years running, according to Greenmetrics Ranking of World Universities.

Impact: The Nottingham Campaign, its biggest-ever fundraising campaign, is delivering the University’s vision to change lives, tackle global issues and shape the future. More news…

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Liz Cass - Head of Media Relations

Email: Phone: +44 (0)115 748 4734 Location: University Park

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