The University’s Halls Management Division, part of the Estates Operations and Facilities Directorate, has achieved the Customer Service Excellence standard.

The top accolade recognises the Halls Management Division’s commitment to delivering a student-focussed service in halls of residence and its culture of continuous improvement. It is the first department within the University to achieve the Customer Service Excellence standard.

Customer Service Excellence is a nationally recognised standard dedicated to bringing high-level service concepts into common practice. To achieve the standard, the Halls Management Division showed that they met a range of detailed criteria, including customer insight, the culture of the organisation, information and access, quality of service and delivery and timeliness.

The assessment concluded that the University’s Halls Management Division successfully achieved “compliance” against 53 elements and exceeded four elements of the criteria, scoring “compliance plus”.

Mick Lynch, assessor, said that “strong leadership continued to ensure that a cogent customer-focussed ethos always permeated through to all staff at University of Nottingham Halls Management Division”. He was “enormously impressed by the commitment, passion and energy shown by staff” and added that staff “appeared to be fully committed to putting the customer at the heart of everything they did”.

Achieving the standard isn’t the end of the process, and the division will continue to drive continuous improvement to benefit all students living in halls.