LJMU libraries maintain Customer Service Excellence Award

The university’s Library Services has maintained its Customer Service Excellence (CSE) Award recognising the team’s commitment to providing an outstanding service to students and staff.

In addition, LJMU was recognised in 10 Compliance Plus areas, up from six since the last assessment, acknowledging behaviours and practices that exceed the requirements of the standard and are viewed as exceptional or as an exemplar for others.

Those areas highlight the following achievements:

• Having an in-depth understanding of the characteristics of current and potential customer groups based on recent and reliable information.
• Making efforts to identify hard to reach and disadvantaged groups and individuals and developing services in response to their specific needs.
• Regularly reviewing strategies and opportunities for consulting and engaging with students and staff to ensure that the methods used are effective and provide reliable and representative results.
• Making positive changes to services as a result of analysing customer experience, including improved customer journeys.
• Ensuring that all students and staff using the service are treated fairly and that this is confirmed by feedback and the measurement of customer experience.
• Empowering and encouraging all staff in the Library Service to actively promote and participate in the customer-focused culture of the university.
• Demonstrating a commitment to developing and delivering customer focused services through recruitment, training and development policies for staff.
• Prioritising customer focus at all levels and evaluating individual and team commitment through a performance management system.
• Interacting within wider communities and demonstrating the ways in which LJMU supports those communities.
• Promptly sharing customer information with colleagues and partners within LJMU whenever appropriate and demonstrating how this has reduced unnecessary contact for students.

Professor Clare Milsom, Registrar and Chief Operating Officer, said: “Achieving success at this level reflects the continuous commitment and hard work of every member of Library Services. You should all feel incredibly proud—this is no small feat. It is also an accomplishment that the university takes great pride in.”