Our promise to people using our service
We will provide support services to the highest standard we can achieve - with students and staff at the centre of our business.
Staff Behaviours
We will see the service from your point of view, aiming to:
- Treat each of you as you would like to be treated
- Acknowledge your name, where appropriate
- Avoid jargon
- Be aware of our body language
- Smile - we will be approachable, friendly and polite
- Put your needs first
- Leave our personal problems behind when we are providing a service to you
- Design services with your needs in mind
We will aim to satisfy your needs by:
- Going the extra mile
- Being clear about what you can expect from us
- Building on our traditional strengths and good practice
- Providing a personalised experience
- Ensuring that answers are given and problems are resolved
- Taking ownership of your enquiry
Service Standards
We will measure performance and benchmark against best practice by:
- Using statistics and feedback to inform services
- Ensuring that we talk to you and collaborate on how the service is provided
- Giving feedback to you about our performance and how we have responded
- Setting our own standards of best practice and telling you about them
- Applying core service commitments and standards at all times
- Reviewing front line services regularly
We will add value by:
- Encouraging our staff to use their professional and technical skills
- Ensuring all our services and facilities are available at key times
- Ensuring support staff are available and visible
