The Helpzones have developed their own Customer Service Standards to let you know what you can expect from our service:
Helpzone Values
The Helpzone Values are to be friendly, approachable, supportive, unprejudiced, knowledgeable and interactive.
Customer Service
Our Customers can expect:
The Helpzone Service
- A confidential drop in and telephone/email service, staffed Monday to Thursday 9 - 5, Friday 9 - 4.30.
- A ‘one stop shop’ professional service providing confidential advice, support and guidance
- Front of house/referral service to other Student Support Services
- Response to emails within 3 working days
- Response to voice mail messages within 1 working day
- Staff to complete and process within Helpzone all paperwork associated with a students’ academic study within reasonable time. Timings will be influenced where evidence remains outstanding or academic input is required
- Staff to act as a liaison on behalf of students with internal and external departments
- Professionally presented staff and advice.
Development
- Liaison and networking through representation at committees and other meetings both within the faculty and across the university
- Commitment to further enhancing the student experience through the provision of an evolving service to empower and enable students in their university life
- Proactive performance monitoring to aid student retention and progression
- Sharing best practice and benchmarking against other similar HE institutions.