Lifelong Learning Centre excels

Colleagues in the Lifelong Learning Centre have received an outstanding report in achieving a Customer Service Excellence accreditation, the national standard for excellence in the public sector.

The Lifelong Learning Centre (LLC) plays a key part in helping us to achieve our strategic ambition to continue to recruit students from diverse backgrounds.  It helps the University to attract and cater for hard-to-reach students, including adult, part-time and foundation level students, especially those from disadvantaged and under-represented groups.

Customer Service Excellence assessors test the standard and timeliness of service delivery, clarity of information offered to customers, and the professionalism and attitude of staff.  They also look at the level of customer understanding shown by staff.

On all these fronts, the LLC received high praise from the assessor.

He described LLC staff as being “positive, focused, motivated, and extremely dedicated to providing a first-rate university experience for their students” and as “enthusiastic, passionate and knowledgeable”.

He praised the LLC management for its strong leadership and its accessibility to staff, using staff forums, departmental briefings and staff meetings to listen to their views.

Student feedback collected by the assessor showed that the commitment of LLC staff to providing a high quality student experience was appreciated.  Comments from students included:

“The staff will always go out of their way to help you”
“They went the extra mile for me”

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