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NTU’s Student Support Services recognised with customer service award

The work of Nottingham Trent University’s Student Support Services team has again been recognised with a Customer Service Excellence (CSE) certification.

CSE certificate
NTU's Student Support Services team was assessed against a range of criteria

The team has received the Standard for the way in which it supports and delivers services to students across the university.

It involved being assessed against a range of criteria for the Government scheme, including customer insight, timeliness and quality of service, information and access, culture and delivery.

A ‘Compliance Plus’ rating – meaning the team exceeded the CSE Standard – was achieved across a number of areas, including the way in which Student Support Services identifies creative and different approaches when understanding students’ needs and preferences.

Placing the student at the centre of its activities was also recognised as Compliance Plus, with the  ‘Keeping in Touch’ service for students remaining in Nottingham during the Covid-19 pandemic specifically highlighted.

The professionalism and friendliness of colleagues, and their efforts to provide high-quality support to help students achieve their goals, also achieved the highest rating.

Another Compliance Plus element was around how colleagues are empowered and encouraged to deliver services which are customer-focused. For example, the university’s Disability Services Team developed the NTU disability charter, which details what a disabled customer can expect from the university.

Customer Service Excellence is available to all organisations and across sectors. It is a formal and independent validation of achievement which demonstrates competence and aims to provide organisations with a practical tool for driving customer-focused change.

It is designed to operate as a driver of continuous improvement for an organisation and as a skills development tool, by allowing people and teams to explore and acquire new customer-focus and engagement skills.

Sara Baldwin, Head of Student Support Services at Nottingham Trent University, said: “We are delighted to have been re-certificated with this quality mark which is further recognition of our work. I am proud to lead a workforce of professional staff, widely recognised for exceptional customer focus who simply love doing their best for our students.”

  • Notes for editors

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    Nottingham Trent University (NTU) was named University of the Year 2019 in the Guardian University Awards. The award was based on performance and improvement in the Guardian University Guide, retention of students from low-participation areas and attainment of BME students.

    NTU was also the Times Higher Education University of the Year 2017, and The Times and Sunday Times Modern University of the Year 2018. These awards recognise NTU for its high levels of student satisfaction, its quality of teaching, its engagement with employers, and its overall student experience.

    The university has been rated Gold in the Government’s Teaching Excellence Framework – the highest ranking available.

    It is one of the largest UK universities. With nearly 32,000 students and more than 4,000 staff located across four campuses, the University contributes £900m to the UK economy every year. With an international student population of more than 3,000 from around 100 countries, the University prides itself on its global outlook.

    The university is passionate about creating opportunities and its extensive outreach programme is designed to enable NTU to be a vehicle for social mobility. NTU is among the UK’s top five recruiters of students from disadvantaged backgrounds and was awarded University of the Year in the UK Social Mobility Awards 2019.

    A total of 82% of its graduates go on to graduate entry employment or graduate entry education or training within six months of leaving. Student satisfaction is high: NTU achieved an 87% satisfaction score in the 2020 National Student Survey, above the sector average of 83%.

NTU’s Student Support Services recognised with customer service award

Published on 24 August 2020
  • Category: Press office

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