Students in Nottingham get top customer service in halls

Students living in halls at The University of Nottingham are receiving excellent customer service say independent inspectors

The University’s Halls Management Division, part of the Estates, Operations and Facilities Directorate, has achieved The Customer Service Excellence (CSE) Standard – accreditation designed to put the customer, in this case students, at the heart of everything.

Nottingham is one of only a handful of universities to achieve the accolade and the only Halls Management division to feature on the list.

Undergraduate students studying in Cripps Hall dining hall, University Park

To achieve the standard, an organisation must show they meet a range of detailed criteria, including customer insight, the culture of the organisation, information and access, quality of service and delivery and timeliness. The assessment concluded that Halls Management Division successfully achieved ‘compliance’ against 53 elements and exceeded four elements of the criteria, scoring ‘compliance plus’.

The University’s unique service which sees staff provide a reception point for students from 8am to midnight as well as having strong links with housekeeping staff, porters and resident tutors, was showcased in a two-day assessment.

Inside Broadgate Park accommodation

Assessor Mick Lynch was introduced to the hall management team, spoke to students as well as the wider team of porters and tutors.

He said he was impressed by the strong leadership and the commitment, passion and energy shown by staff. He added that: “staff appeared to be fully committed to putting the customer at the heart of everything they did.”

Barry Chadwick, Operations and Facilities Director, said: “This is a fantastic achievement and testimony to the hard work that goes on every day.

“For many students living in halls is their first experience of being away from home and this becomes their extended family. I am really proud of the team who are delivering this excellent service and ensuring that our students and other customers are the main focus of what we do.”

The team said they would continue to drive improvement through upcoming initiatives which will benefit all the customers and students visiting the hall.


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