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Great customer service for Cardiff Students

Our Division has been awarded the Customer Service Excellence ® standard, here we tell you more about what this means for students …


We are putting students at the heart of everything we do and are really pleased to have received the Award and acknowledgement of the work we do to ensure students receive great service from us.


Jayne Dowden, Chief Operating Officer said

“It’s good to see that we are maintaining high standards and that our everyday efforts and attitudes ensure that our students continue to have a great, Cardiff experience.”


What is the Customer Service Excellence ® standard?

CSE is a recognised UK government award for excellence in customer service. In order to achieve this award, Student Support & Wellbeing and Libraries were evaluated against 57 elements within 5 criteria based on their quality of delivery, timeliness, information, professionalism and staff.


Simon Wright, Academic Registrar said  

“The Customer Service Excellence ® standard is enabling us to bring customer service to the forefront of what we do. I was delighted to hear directly from the assessor on the continued and impressive progress being made to sustain the standards and to make continuous improvements.”


What does the Award mean to students?

The Award recognises the ongoing commitment of staff in delivering services that offer excellent customer service for students.  As our customers we want to ensure that your student life is supported and that when you do use our services you have a good experience.


Ben Lewis, Director of Student Support and Wellbeing Division said

“We are extremely proud to have achieved the Customer Service Standard for a second time, as it recognises our commitment to continuous improvement and staff dedication to delivering excellent customer service for our students.”


We particularly welcomed the Assessor‘s report that highlighted some of the ways we are enhancing what we offer students The thoroughness by which Student Support & Wellbeing prepared for this Review typifies your commitment to the CSE process … Your new Customer Services Brochure is to be commended as a composite document which clearly lays out your commitment to students and what they can expect from your services and staff.”



Extract from our new Customer Service Brochure


A number of strengths were highlighted through the assessments, these included, our work in reaching hard to reach groups, innovative online support tools SilverCloud, capturing student feedback and presenting high levels of customer satisfaction.


What can Student Support & Wellbeing do for me?

Our Division includes, Advice & Money, Careers & Employability, Counselling, Health & Wellbeing, Disability & Dyslexia and International Student Support, we offer a diverse range of support to students throughout their student journey and encourage you to find out more about us by searching the Intranet or by dropping in to see us at one of our Student Support Centres – 50 Park Place, Cathays Campus and Cardigan House, Heath Park Campus.


To stay in touch and receive the latest news and events please follow us on twitter and/or like us on Facebook.


Your Feedback

We will continue with our programme of continuous improvement across the Division and in doing so welcome any feedback from students. So, if you have any suggestions for ways in which we can improve what we do we would be pleased to hear from you, please leave your comments here or email us:


And before we sign off, we’d like to congratulate our colleagues in Library & IT Services who have also received the Customer Service Excellence ® standard.


Related articles see Student Blas


We look forward to seeing you soon.


Best wishes

Student Support & Wellbeing Team


Your Student Life, Supported.

The Student Support Centre has a range of services dedicated to helping students make the most of their time at University, including: Advice & Money, Careers & Employability, Counselling, Health & Wellbeing, Disability & Dyslexia and International Student Support.

The Student Support Centres are located at 50 Park Place, Cathays Campus and Cardigan House, Heath Park Campus.

For further details of services, events, opening times and more find us on the University Intranet.



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