Customer service excellence rewarded

Left to right: Information Services staff Faye Ap Geraint, Joy Cadwallader, Julie Hart, Jamie Harris, Elizabeth Kensler, Sarah Gwenlan and Jan Litton celebrate the renewal of the Customer Service Excellence accreditation for a further three years.

The quality of the customer service provided by Aberystwyth University’s Information Services (IS) department has been acknowledged by an independent review.

IS, which provides a broad range of library and information technology services across all areas of the University, has been awarded its Customer Service Excellence accreditation for three more years.

The review by Customer Services Excellence assessor Anthony Lishman also concluded that Information Services went beyond what would be expected in eight areas.

As a result, the team has been awarded Compliance Plus status for engaging and consulting with customers; leadership, policy and culture; the quality of information provided; cooperating with other providers, partners and communities; and the professionalism and attitude of staff.

First awarded to IS in 2015, the government-backed Customer Service Excellence accreditation assesses organisations on the basis of delivery, timeliness, information, professionalism and staff attitude.

Considered an indication of quality and excellence in customer service, participating institutions are required to undergo a full review every three years.

Highlighted for praise in the review’s findings are the ‘sophisticated communication channels that [IS] uses to interact with its customers’, including the recently launched ApAber

As part of the two day review, students and staff were consulted on the quality of services provided by IS.

Student feedback included an appreciation of how helpful staff are, with one student remarking that ‘nothing was too much trouble’ for staff, and there is always a ‘willingness to see a solution’.

Nia Ellis and Elizabeth Kensler, Customer Services Managers at IS, said: “We are very proud of all the efforts by our staff and partners at the university for achieving this award, and it reflects Information Services’ continued commitment to putting the customer at the heart of everything we do.”

In January 2018 Information Services completed a £1m refurbishment of the University’ iconic Hugh Owen Library, with its panoramic views over Aberystwyth and Cardigan Bay.

As well as a bright new welcome area, the development has provided significantly more study spaces for students along with more efficient lighting and ventilation systems.

Further information about the Customer Service Excellence award is available here.

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