The Library Team
The Library team won the Merit and Achievement Award for Best Achievement in Customer Service in 2018.
The Library team achieved the “Customer Service Excellence“ standard, a government backed industry standard, for the fifth year. The 57 criteria framework assesses the services and processes closely, checking for efficiency and excellence. By using this framework continuously it allows them to keep customer service a key focus at all times.
With recent improvements including a 24/7 live service and dissertation working groups, the team’s efforts to provide quality customer service is reflected in the results of their annual survey and satisfaction cards, with 96% of responses stating the team are professional, friendly and offer support.