CPD Unit achieves record 24 compliance plus awards in annual customer service assessment
16 January 2024
Exceptional customer service is at the heart of everything we do. We are delighted to have been awarded 24 Compliance Pluses at our Customer Service Excellence® (CSE®) assessment, a record result that showcases our continuing high standards of customer care.
CSE® is a rigorous assessment scheme, backed by the Cabinet Office, and comprises 57 standards across five key areas of customer service.
Achieving the CSE® standard involves the annual completion of a comprehensive application and collation of supporting evidence, followed by a day-long assessment. In order to be awarded the standard, organisations must pass each of the 57 standards; if they demonstrate achievements over and above the required threshold, an organisation can be awarded a ‘compliance plus’ for that standard.
We have improved each year, increasing our compliance plus standards from 15 in 2020 to 24 in 2023. We are thrilled to hold so many compliance pluses, as it truly marks how hard we work to provide an excellent experience for all our customers.
Throughout the year, we set challenging measures for all aspects of our work, meeting regularly as a team to discuss customer experiences and expectations, and share insights and good practice. We constantly monitor what is working and what could be improved.
This collaborative process is incredibly valuable to ensure all team members feel empowered to make changes or improvements to maintain an excellent level of customer service. In 2023, we also made the space for a team away day, giving ourselves time to explore our service in a productive, informal way.
We are evolving how we work with academic Schools, advising, coaching, and in a growing number of cases helping them improve customer experience by streamlining and analysing the booking and course management process.
We administer bookings for much of the CPD activity delivered by Schools across the University. We also support research units like the Centre for Development, Evaluation, Complexity and Implementation in Public Health Improvement (DECIPHer) to offer an annual suite of CPD courses.
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