15 April 2016

Repairs and maintenance teams achieve Customer Service Excellence

Our Repairs and Maintenance teams have become the most recent sections of Estates Services to be accredited to Customer Service Excellence (CSE). The nationally-recognised CSE standard comprises 57 elements relating to areas such as customer insight, culture, service delivery and quality of customer service.

Customer Service Excellence Logo The Building Services, Conservation & Buildings and Direct Labour Organisation teams underwent a two-day assessment of their services. The assessor reviewed documentary evidence, spoke to customers and partners, and observed service delivery first hand. The result was full compliance in 53 out of the 57 elements of the criteria, with four areas of partial compliance. The assessor highlighted three areas which were rated as ‘compliance plus’ ie beyond the required standard, including work on the University Access Guide and Interactive Map, and efforts to ensure the teams agree in advance with customers what they can expect from the service we provide.

These teams join Facilities Management and Security Services teams in achieving full CSE accreditation. The Graduate Accommodation, Environmental Sustainability and Information & Space Management teams will be assessed in May.