Press Releases

University estates department achieves UK first

City University London's Property and Facilities team is the first UK university estates department to achieve the Institute of Customer Service (ICS) ServiceMark Accreditation.


Property and Faci...The University achieved a UK first when ICS presented the Property and Facilities team with a ServiceMark accreditation for excellent customer service at the end of July.

Presenting the award, Bob Winnington of ICS said of the accreditation visit: "The assessor reported that the improvements he'd seen and the standards of customer service are the highest he'd seen at any assessment."

The accreditation was awarded after a detailed two-day assessment by ICS when the department's approaches to customer service were measured against rigorous standards.

The estates department has worked hard to improve services, introducing a new account management programme that has greatly improved relationships with University customers.

A new complaints procedure has also been implemented and there has been a department-wide customer service training programme to support colleagues to take the new procedure forward. The new complaints procedure has resulted in improved staff confidence to take ownership of complaints and ensure that customers are communicated with regularly until complaints are resolved.

Kathy Bird, City's Property and Facilities Customer Service Manager, who co-ordinated the accreditation process says: "The successful outcome is a major achievement for a department that has large and varied customer service responsibilities to staff, students and visitors. Accreditation will help the department to identify areas for further improvements; develop action plans for service enhancement; demonstrate continuing commitment to service development and improve customer relations whilst reducing our service costs to these customers."

ICS works with a large number of public and private sector organisations to help drive up standards in customer service. Last year, City's Services for Students department became the first accreditation holder in the UK higher education sector and this second award demonstrates a real and continued commitment to providing excellent customer service at the University.

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About City University London

City University London is an international University with a reputation for academic excellence and a central London location. It was placed in the top 5% of world universities by Times Higher Education World University Rankings 2010-11.

The University leads London in education, research and enterprise for business and the professions and is ranked 10th in the UK for both the employability of its graduates (by The Times Good University Guide 2011) and graduate starting salaries (by The Sunday Times University Guide 2011).

City is broadly-based with world leading strengths in the arts, including journalism and music; informatics; social sciences; engineering and mathematical sciences; business; law; community and health sciences.

The University attracts over 21,000 students from around 160 countries and academic staff from around 70 countries.

City was founded in 1894 and in 2016 will celebrate its first half century since gaining University title.