University Commercial and Campus Support Services (CCSS) have achieved Customer Service Excellence ®, a government standard that recognises an organisation’s commitment to putting customers first.
CCSS, which comprises of Security, Sport and Physical Activity, Cleaning, Catering, Conferencing and Events, Print & Copy Bureau and Mailroom, and Facilities Support Services, is vital to supporting our institution and students, and was particularly praised by the accreditation assessor for achieving “eight Compliance Plus awards,– an amazing achievement for a first assessment!”
As a group of Services, CCSS has an absolute commitment and aspiration that anyone who comes into contact with the services it delivers will receive an excellent and memorable customer experience. This accreditation was chosen as it offered an opportunity to further enhance a structured approach to customer service and to independently test the quality of service delivery.
Stewart Ross, Director of CCSS commented: “I am delighted that we have achieved this important accreditation for six of the large professional services that comprise CCSS and particularly proud of the way the teams have worked together to share best practice and integrate a customer-led set of processes and systems. Thanks to all those staff involved in undertaking the preparatory work for the assessment, which was considerable, and all in CCSS for their ongoing commitment to making a difference to the experience of our University community on a daily basis.”
The Customer Service Excellence ® standard challenges organisations to examine their service in relation to 57 criteria that have been shown to influence customer satisfaction. CCSS achieved a significantly positive result, receiving ‘Compliance plus’ for eight standard criteria, the most criteria that any first time participating organisation, for this accreditation, has ever received.
The Service was praised for:
- In-depth understanding of its current and potential customers
- Customer insight about customer groups to better understand their needs and preferences
- Particular efforts to identify hard-to-reach and disadvantaged groups and individuals
- Reliable and accurate methods to measure customer satisfaction
- Analysing and publicising satisfaction levels of its customers
- Policies and procedures that support the right of all customers to expect excellence levels of service
- Arrangements with other providers and partners to offer and supply coordinated services
- Developed coordinated working arrangements with partners that ensure customers have clear lines of accountability for quality of service
Richard Hamilton, Customer Service Excellence Manager at the Centre for Excellence commented: “Following well-coordinated preparations, CCSS at the University of Leeds was completely ready to complete its assessment against the national quality mark for excellence in customer service. This was a large project, requiring consistency across several diverse services. The outcome has provided a great opportunity for CCSS to celebrate its excellent practice and respond positively to the areas identified for development. Working with CCSS has been a pleasure for the Centre for Assessment – many congratulations on your impressive achievement.“