Customer Support Quality Standards

Customer Care and Reception Standards

To ensure that Customer Support staff deal with students, visitors and other members of staff with politeness, respect and in a welcoming and friendly manner.
To ensure that when dealing with students, visitors and other members of staff requests for assistance are dealt with in an effective manner within a reasonable timescale.
To ensure that students, visitors and other members of staff are well informed about college and Customer Support policies and procedures.
To ensure that all Customer Support policies, procedures and working practices are designed to be user friendly and as clear as possible.
To ensure mechanisms are in place that allow for feedback from all client groups and that this feedback, where appropriate is acted upon. Additionally that those feedback/resultant actions are acknowledged.
To ensure that Customer Support staff always present themselves in a satisfactory and smart manner suitable to those staffing a ‘front of house’ service.
To ensure that all reception and information areas are well presented, well ordered and present a good image of the college and the Customer Support service.
To ensure that staff adhere to the college’s Mission statement, Equal Opportunities policy and the Data Protection Act.

To ensure that orders for college travel passes are processed in order to ensure their availability for students on the first day of term.
To ensure that all passes received in the Central Unit are logged in and forwarded to centre offices as appropriate within two working days of receipt.
To ensure that copies of travel support application forms are available to students on request.
To ensure that completed travel support application forms are processed and travel passes are available for students within two working days of the forms’ receipt.
To ensure that records of all passes issued are entered onto the Learner Support Travel Database.

To ensure that all passes received in the Central Unit are logged in and forwarded to centre offices, as appropriate, within two working days of receipt.
To log details of the bus passes upon their receipt from the Central Unit.
To ensure these passes are available for collection by students within one working day of their receipt.
To display a list of student’s names who have received bus passes within one working day of receipt.
To ensure that students produce their enrolment receipts when collecting their travel pass.
To ensure that all students sign in the log book to confirm collection of their pass.
To return any uncollected passes to the Authority thirty days after their receipt and log the date of return.

Customer Support Service staff identify the need for bus tokens and complete a requisition that is forwarded to the Customer Support Manager for approval.
Customer Support Coordinators ensure that adequate stocks of bus tokens are maintained at all times.
All bus tokens delivered to the Centre are recorded in the ‘Bus Token Daily Log Book’.
To ensure bus tokens are issued promptly to students weekly in arrears upon production of an attendance card.
To ensure a record of the tokens issued is made on the student’s personal ‘Record of Support Issued’ card and also on the Bus token Daily Log Book.
To ensure students sign to acknowledge receipt of tokens received.
Ensure bus tokens are reconciled on a weekly basis and checked by a second Officer.
To ensure that records of all tokens issued are entered onto the Learner Support Travel Database.