Library Services achieves national customer service excellence award
Library Services at the University of West London (UWL) has won a prestigious national award for customer service excellence, in recognition of providing students and staff with an outstanding experience.
The sought-after Customer Service Excellence Accreditation award comes after the University invested more than £100m in its site in Ealing as part of the ‘Future Campus’ project – which included opening the Paul Hamlyn library in 2015 - and also launched the Berkshire Institute for Health library at its campus in Reading, a year earlier.
Commenting on the certification from awarding body, Assessment Services, UWL Vice Chancellor, Professor Peter John, said: ‘I am delighted that the Library has attained the nationally-recognised Customer Service Excellence award. Being ranked ‘Compliance Plus’ in six areas was an outstanding achievement for our first assessment and testament to the investment the University has put into the Paul Hamlyn Library and the commitment of the Library team.’
Head of Customer Experience at Library Services, Julian Roland, said: ‘This accreditation follows a substantial amount of work by everyone in the team, so it is enormously rewarding for our customer service to be officially recognised as excellent.’
UWL’s Library Services team comprises more than 35 staff, including student assistants. During term time, the Paul Hamlyn library – which is named after the first Chancellor of the University - is open 24 hours a day, seven days a week. UWL’s two libraries are stocked with excellent physical and electronic collections of books and journals. There are more than 150 computers and around 780 spaces for individual study, research and group work.
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