Library staff praised for 'passion and commitment'

The Library has retained its Customer Service Excellence (CSE) standard following the annual Continual Compliance Review.


The government-backed standard is designed to promote quality customer-focused service, and the Library first applied for – and received – accreditation in 2013. Customers and staff members were asked their opinions on the Library and its approach to customer service on a two-day visit by external assessment certification body, emqc ltd.  Following the successful visit, the Library received its CSE accreditation.

The CSE is valid for three years, but annual inspections are carried out to ensure standards are maintained. The Library's Digitisation Co-ordinator Paul Cave created an action plan from the first visit and implemented actions to ensure that the evidence presented to the assessor on the second visit was coherent and appropriate.

During emqc ltd’s second visit, an assessor was given information about recent changes to the Library, including the use of ‘Request Tracker’ to manage email updates, the new search facility ‘Search@Library’ which was designed to help students find material more easily, and the establishment of the new Marketing & Engagement Team to streamline communications, undertake user testing and organise events.

The assessor’s feedback noted: “The passion and commitment of your staff is clear to see, with everyone displaying tremendous empathy with customer groups and all wanting your students to prosper and succeed.”

Stella Butler, the University Librarian, said: “I am delighted to report that we have retained the Standard, and that we continue to demonstrate excellence in a number of areas.

“Our assessor was very impressed with the ratings we received from our stakeholders, academic staff and students alike, whom he met in focus groups, with no-one rating us less than 8 out of 10, and many rating us as 10 out of 10.”

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