Customer Service Excellence
Learn more about our CSE certification
The Library and Learning Resources department is proudly Customer Service Excellence certified. I am delighted to share the success of our 2024 re-assessment, which listed many strengths in our service provision and achieved 4 elements of compliance-plus. It is with immense pride that I continue to celebrate our staff, who are dedicated to putting customers at the heart of our service and act as leaders in our organisation to support and advocate for our users.Jodie CallejaAssistant Director for User Experience, Service Design and Deliver
Customer Service Excellence (CSE) is a framework with detailed criteria that helps us structure quality service indicators, as well as celebrate achievement in service excellence.
At CCCU, the CSE certification is used across departments as a marker of success in offering quality services and is widely recognised across Higher Education Institutions.
The Library and Learning Resources department uses the CSE criteria as a tool to set challenging and achievable targets that inform our continued progression in service provision, including enquiry management, providing resources, spaces management, user research and the learning and teaching experience.
To start understanding CSE, we must first have an in-depth understanding of our customers. In LLR, we often call customers ‘users’, ‘students’, ‘staff’, ‘members’ and more. To capture our dedication to the entire library community, we will apply the word ‘user’.
Source: https://www.customerserviceexcellence.uk.com/
To learn more about each criterion and our commitments, explore the dropdowns below.
As a city university, our Library customers include students at all points of the journey, from considering joining CCCU, to our alumni. We also include our staff and colleagues across the university as members of our important user community, as well as our local community who may visit as external members or visitors.
As a library, we follow the university's Equality, Diversity and Inclusivity commitment and aim to offer a safe and inclusive environment to all our users. We try to embody this dedication in all of our practices and engage with committees and groups across the university.
We facilitate regular Student, Staff and User Experience (SSUX) events to learn more about how we can improve our community environment. We also monitor the access of all our services to indicate areas of enhancement, including access to our online resources, tutorials, library attendance, and front-facing service engagement.
You can learn more about the actions we have taken to listen to your needs in our feedback blogs, linked on the side navigation.
Compliance Plus Element 1.1.3:
Compliance Plus Element 1.2.2:
We embed our commitment to you and all our users in our strategic priorities. In 2023-24, we will be engaging with our stakeholders across the university to help us write our next chapter, following the release of Vision 2030.
Each year, our service leaders develop service plans, informed by our continued learning from our customer insights. The service plan operationalises our strategic priorities and provides our staff with service and quality performance indicators.
Our staff are incredibly important to what we do, which is why wellbeing is integrated into all of our work, and embodied in our staff and student stressless events. Staff are also able to feel empowered to engage with areas of interest from the service plan, applying these to their professional development or personal objectives, enriching their work experience.
Compliance Plus Element 2.2.1:
With our users in mind, the Library Services webpages and the Learning Skills Hub have undergone refreshes in the last 3 years. All efforts are made to ensure our webpage navigation is intuitive and meets accessibility regulations.
We also use blogs and social media platforms to keep all our users up-to-date with service provision and availability. Using user feedback, we have expanded our social media platforms to further reach our different user groups.
Across all of our platforms we promote our service hours and the different methods users can use to contact our Library teams, including telephone, email and live chat.
Compliance Plus Element 3.1.3:
As detailed in Criteria 1, user feedback is integral to our work.
We have a dedicated Student Insights Working Group that actively monitors and responds to all feedback and analyses the annual survey responses from NSS, PTES and PRES.
This group ensures that our service delivery continuously strives for excellence, implementing support and guidance for staff where needed, or proposals for improvements in service delivery.
Enquiry and service data analysis also allow service leaders to identify changes in provision, which informs prompt investigation to ensure service delivery is maintained.
We have also led on new approaches to gaining feedback and offering channels for complaints, as seen in the feedback banner shown on most library service webpages, and the use of a clear and concise department complaints page.
Compliance Plus Element 4.1.3:
Front-facing services in the department actively use an enquiry management system, which allows service leaders to monitor the timeliness of service provision. Over the last 2 years, the system has been revitalised to improve staff user access, create seamless and efficient methods of recording enquiries, onboarding faculties across the university for improved referrals, and more.
The library department is also undergoing a refresh to our strategic priorities, connected to Vision 2030. We will be engaging with stakeholders in 2023-24 to write the next chapter of the library, including our core priorities, associated objectives, and their respective quality indicators. In the meantime, we will maintain our dedication to SSUX and annual service plans with quality indicators to monitor our service provision.
Did you find this page useful?