Listening to you

Listening to you

We listen to you and take action to deliver the best experience by:

  • Actively listening when in conversation
  • Asking for your feedback to understand how to improve your service experience
  • Responding to your feedback by sharing expectations of if and when we can meet your needs
  • Putting ourselves in your shoes and seeing the situation from your perspective
  • Acting in your best interests by putting you at the heart of what we do
Meeting your needs

Meeting your needs

We keep things simple in order to deliver the right outcomes for you by:

  • Explaining information clearly
  • Getting the basics right, from your first interaction with us through to your last and beyond
  • Keeping you informed along the way and doing what we say we will do
  • Challenging our policies and processes, and exploring innovative ways to improve the service we provide to you
Taking responsibility

Taking responsibility

We take responsibility for our actions and manage your expectations by:

  • Working with our colleagues across the University to find the best outcome for you first time round
  • Using our initiative when problems arise, making appropriate decisions and providing the right solutions for you
  • Apologising sincerely when we are wrong
  • Being honest and inclusive, treating you fairly and with respect
  • Challenging ourselves so we can continue to deliver on our promises
Easy and welcoming

Easy and welcoming

We make it easy and engaging when you interact with us by:

  • Making you feel welcome and getting to know you
  • Showing genuine interest in you and being fully engaged as we interact
  • Empathising and acknowledging challenges you may be facing, making it easy for you to interact with us by removing barriers that are in the way of meeting your service needs
  • Always being professional with you and creating a positive lasting impression so you look forward to interacting with us