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Customer Service: Customer Service

Customer Service

The Library is committed to providing high-quality customer service in partnership with our library users.  Our strategic priority is to Maintain a student-focused library service that meets the diverse needs of all student groups and positively enriches the student experience. 

Our Promise to You

We are committed to providing an excellent experience for all library users.

Our Customer Charter is our promise to you of what you can expect from us.

Our Key Performance Indicators

Library Strategic Aim 1: Enhancing the library through user engagement.  Library responses to feedback will ensure that the user is at the heart of all decision-making.

  • KPI1:  Formal and informal feedback, including Library Champions and staff forums, is being used to make service improvements.  Library responses to feedback will evidence that the future requirements of students is at the heart of all decision-making related to the library and associated projects.  

Library Strategic Aim 2: Enhancing the skills and knowledge of students and staff. The Library will continue to increase awareness and use of library guides, electronic and printed resources, and study environments.

  • KPI2:  Student awareness and use of the range of library guides, printed and electronic resources increases by greater than 10% compared with the previous year’s quarte

Library Strategic Aim 3: Enhancing the cultural capital for all. The library will offer a broad range of activities and resources that mirror college themes and national campaigns where appropriate

  • KPI3:  Enriching the student experience through a broad range of Library initiatives and activities that mirror college themes and national campaigns where appropriate.

Library Strategic Aim 4: Enhancing the Library Experience for all.  To provide a service that meets the needs and expectations of all college members. This is achieved by maintaining a current, relevant and vibrant library collection, liaising with teaching colleagues, and providing academic support targeted to each level

  • KPI4:  Providing targeted support for students studying at FE, HE and Apprenticeship. This is achieved by maintaining a current, relevant and vibrant library collection, liaising with teaching colleagues, and providing academic support targeted to each level.

Library Strategic Aim 5: Enhancing the library through technology. Optimizing Library Systems to ensure they provide the best possible service to our users.

Our Service Standards

A staffed Library Information Desk and Library Chat will be available during the opening times advertised on the Library web site.

E-mail enquiries will receive an answer or an acknowledgement within 2 working days.

All courses will have a named Academic Liaison Librarian and an online subject guide 

We will deal with orders and requests for material efficiently, and ensure that books are made available as soon as possible.

Returned items will be shelved within 24 hours to maintain a well-ordered book stock.

Requests for items will be satisfied within 24 hours of a requested item being made available in the Library.

Latest issue of a print journal issue will be displayed on the Journal shelves in the Library within 5 working days.

We will contribute to the student experience through a broad range of Library initiatives and activities that mirror college themes and national campaigns where appropriate

We will provide an initial response to feedback, enquiries and complaints within 3 working days.

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