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Our Customer Services Accreditation demonstrates and reflects our commitment to delivering excellent services.
The UCL Student Enquiries Centre has awarded 22 compliance plus awards in 2023. Our team come from a wide variety of backgrounds, and we all have experience in customer service and working in higher or further education. When new members join our team, they undertake an extensive training programme to equip them with the necessary expertise to respond to and answer your queries. Our work is featured in an article: UCL Change Builders: how a UCL team is helping hundreds of students a week.
We take great pride in the capabilities and professionalism of our team. Student Enquiries Centre team receive training on GDPR, freedom of information and information security to help safeguard your data and ensure all personal information is processed correctly. Staff also receive Equality and Diversity, Prevent and unconscious bias training as UCL places great importance on creating safe and inclusive services for students and staff. As we work alongside the Disability, Mental Health and Wellbeing team and provide first-line support to students, we also organise for staff to undertake training in Mental Health First Aid and Suicide Prevention.
We also ensure our operational practice is environmentally sustainable wherever possible. We received the Green Impact Gold award in 2023! Please see our sustainability commitment with the Student Enquiries Centre Green Team here.
Our Core Values
Approachable – We provide an excellent service and create a supportive and friendly environment where customers find it easy to approach us and we are certain that they will have a positive experience when doing so.
Proactive – Being proactive is a necessity for the provision of an efficient service. We constantly review our services to improve their quality and to ensure that the information we provide to our customers is accurate and up to date.
Transparent - We believe that through clear, honest and open communication we can maximise efficiency and strengthen our services.
Please see our Student Support and Wellbeing service charter for more information.
