Student Services case studies - customer service

Each of the case studies below contain strategic elements that relate to how we improve our customer service.

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Practitioners' conference – Working with eating difficulties and body image disturbance (Counselling)

Practitioners' conference – Working with eating difficulties and body image disturbance (Counselling)
Description
Students with eating and body image difficulties commonly present to the University Counselling Service requiring support, therapy and interagency liaison with NHS colleagues. This is a challenging area, requiring training for counselling staff to help students overcome what can be a serious, sometimes life-threatening, impairment to health and wellbeing whilst at university. Key strategic aims: Student experience, Customer service, Equality & diversity, Collaborative working, Staff development, Supporting core University business.

UoB Self Help Guides (Student Experience Projects Team)

UoB Self Help Guides (Student Experience Projects Team)
Description
The Self Help Guides project involved the branding, customisation and publicity of a set of Self Help Guides produced, regularly updated and peer reviewed by accredited professionals in the NHS. Key strategic aims: Student experience, Customer service, Equality & diversity, Collaborative working, Supporting core University business.

Access to Learning Fund Eligibility Checker (Student Funding Office)

Access to Learning Fund Eligibility Checker (Student Funding Office)
Description
Developed and implemented by the Student Funding Office, the Access to Learning Fund (ALF) Eligibility Checker is a set of online forms that allow students to access whether they might be successful when applying to the fund, allowing the ALF team to target their support at applicants who need it most. Key strategic aims: Student experience, customer service, supporting core University business.

Postgraduate Certificate in Advanced Research Methods and Skills (University Graduate School)

Postgraduate Certificate in Advanced Research Methods and Skills (University Graduate School)
Description
PGCARMS was set up in 2011 by the University Graduate School in collaboration with the ESRC Doctoral Training Centre in order to improve postgraduate research training for research council-funded students, as well as provide transferable skills through accreditation. Key strategic aims: student experience, customer service, equality & diversity, collaborative working, staff development, impact measurement, quality assurance, supporting core University business.
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We aim to provide an integrated customer service that is user-focused, professional, efficient, accountable, flexible and responsive. 

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