University Library receives customer service accolade for fourth year

The University Library has received recognition for its commitment to customer service for the fourth year running.

The team has been fully reviewed and re-accredited with a Customer Service Excellence award, a nationwide scheme for public bodies like universities and councils.

Among the areas of good practice recognised were:

• Staff are empowered and encouraged by managers to "go the extra mile" to help their customers.
• 88% satisfaction from students in the National Student Survey – 5% above average compared to other universities
• A customer-focussed culture, including feedback from Library users regularly driving service improvements

The Library’s processes and services were assessed independently along with feedback from staff, partners and library users. The assessor noted "evidence of many unprompted compliments about staff friendliness, helpfulness and speed of response" from the discussions with students, partners and visitors.

Other recent improvements in the Library have included a Click and Collect service for all, which was originally rolled out in response to the Covid-19 pandemic and subsequently expanded, and which gained the team a Commendation in the VC's Excellence Awards

Find out more about the services offered at the University Library or send in your suggestions for improvements.