In June, colleagues in the Facilities Directorate (FD) successfully completed the annual surveillance visit for a national customer service excellence accreditation, for the third year running.
Customer Service Excellence® is a Government standard that recognises an organisation’s commitment to putting customers first.
Within the FD, Sport and Physical Activity, Catering, Conferencing and Print, Estates Facilities and Sales, Marketing and Communications Teams have all excelled in maintaining ambitious standards of customer excellence to successfully complete this year’s surveillance visit.
Specifically, this year due to the covid 19 pandemic, the Services have operated very differently to previous years. However, through a collaborative and innovative approach to their way of working all the FD Services have continued to demonstrate their outstanding ability to maintain an elevated level of customer service excellence.
Not only have all compliance plus criteria been maintained from the last assessment visit in 2019 additionally, this year, all the teams were awarded one further compliance plus. The further compliance plus has been awarded for the organisational culture demonstrated across all teams. It recognises the valuable contribution all staff make to delivering customer focused services, and highlights how leaders, managers and staff all demonstrate these behaviours.
In acknowledgement of awarding this year’s compliance plus, the CSE accreditor said:
“The work carried out to increase the profile and appreciation of all teams has clearly led to high levels of empowerment and motivation and resulted in very high service levels throughout.”
Jo Hynes, Deputy Director Estates and Facilities leads the CSE accreditation programme for the FD, she commented:
“We are delighted that all of our hard work has resulted in the FD Services maintaining previous compliance plus’ and gaining a new one for this year. To know that we are exceeding the standard, demonstrating exceptional practice and delivery and are seen as exemplar to others is incredibly rewarding.
It’s been a very different year for the Services in the FD compared to previous years however, the commitment to deliver excellent service to our community has remained strong despite the many challenges we’ve all faced due to the pandemic.
True to our values and culture across the FD, our teams have continued to collaborate, share their strengths and demonstrate complete commitment to our University and each other during 2020/2021.
We have captured our work in case studies, and I encourage colleagues to read them as they provide an engaging insight into the work carried out by FD Services.”