University Commercial Services win praise for engaging staff

Strong leadership and commitment to staff has earned the University’s Commercial Services two awards at the UK Employee Experience Awards.


Commercial Services (CS) won awards in the Business Transformational Change and Delivering Customer Experience categories.

CS was formed in 2011 by bringing together various University services, including Sport and Physical Activity, Catering, Conferencing, and the Print and Copy Bureau.  It serves the general public as well as staff and students, and has had to face increasing competition from outside the University.

Shortly after it was formed, CS embarked on a transformational change project – ‘Developing a Culture of Excellence’ – aimed at giving the disparate parts of the service a shared sense of purpose and direction, offering a better customer experience, and improving financial performance.

Throughout the project, staff across CS have been involved in developing the CS vision for the future, in defining the CS values, and identifying and delivering business improvements.  New means of encouraging staff engagement in the project have been introduced, including newsletters with a checked cascade and feedback loop, a staff suggestion scheme, the Spotlight recognition scheme, and customised training opportunities.

The project has resulted in a dramatic improvement in staff and customer satisfaction measures and improved financial performance.

Stewart Ross, Head of Commercial Services said: “We are delighted to receive these Awards, which are recognition of the entire Commercial Services team for their effort, focus and commitment to transforming our service.  Whilst we recognise that the project remains ongoing, we feel we have made excellent progress over the past three years and this is due to the passion and enthusiasm of our staff, who have all contributed to the success to date.”

The Employee Experience Awards celebrate best practice in the delivery and improvement of great employee experience and recognise the link between great employee experience and great customer experience.

Banner picture shows, l-r: John Moran, Kim Smith, and Haley Smith.

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