Student Centre recognised as a provider of outstanding customer service
The Student Centre has been re-accredited by the Institute of Customer Service (ICS) for its high level of service provision. City is still the only university in the UK to have achieved the SeviceMark national quality standard which recognises those organisations which provide high levels of support, service performance and professionalism.
City University London's Student Centre comprises a team of dedicated advisers who provide information and guidance covering the full scope of issues students may face including course registration, housing, financial support and immigration regulations.
The Institute of Customer Service highlighted the Centre's commitment to supporting students throughout their education and the wide range of services and facilities that are available.
Maevish Shah graduated from City with a degree in Psychology last year. She was a regular user of the Student Centre:
"Not only is the Student Centre well maintained and welcoming, staff are always polite and extremely helpful. Their commitment to meeting student's needs is apparent and staff work well together to make sure you leave with a smile on your face".
The Assessor observed that a core focus of the Centre is the ownership of customer issues and the willingness to find solutions for them. All team members are tasked with resolving issues at the first point of contact and if they are unable to do so then to involve the senior advisers.
Michelle Preston, Head of the Student Centre at City University London, commented:
"We are extremely proud to be the first and only university in the UK to achieve ICS ServiceMark accreditation. It is testament to the dedication of the Student Centre team and City University London's commitment to providing the very best services for our students".
The team won the Times Higher Education Leadership & Management Award for Outstanding Student Services in 2011 and was shortlisted for the same award in 2013. In 2012, their work was recognised when they received the national WOW! Award for 'Services to Students'.