Who we are

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.

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.

Customer Service Excellence logo


The SEC Green Team has been awarded the Gold Sustainable Green Impact


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.

Our Commitment to You
  • To be welcoming, professional and friendly.
  • To create a non-judgemental space in which we value everyone within the UCL community as equal, regardless of sex, sexual orientation, age, disability, race, religion, or belief.
  • To listen and give you the time to explain how we can help you.
  • To give you clear, accurate and reliable information.
  • To provide a supportive and positive environment, where you feel comfortable to ask further questions.
Our Service Standards
  • We are committed to delivering excellence and have recently been awarded the Customer Services Excellence standard.
  • We aim to address your query at the first point of contact. Where this is not possible, we will signpost you to the team who can assist you.
  • We aim to respond to written enquiries within 5 working days (during our peak period of September to October this may vary).
  • We aim to have a wait time on the phones of no more than 1 minute (during our peak period of September to October this may vary).
  • We monitor best practices across the sector and regularly review our services to ensure they are effective, consistent and efficient.
  • We actively encourage and value your feedback in order to adapt and improve our services.
  • Your personal information is important to us and we have strict protocols in place to protect it.
What We Ask of You
  • To treat all our team members fairly, with respect and dignity, regardless of sex, sexual orientation, age, disability, race, religion, or belief.
  • To treat all members of the UCL community with respect and courtesy in accordance with the Code of Conduct for Students at UCL and the UCL Community Commitment to Protect Each Other.
  • Please don't hesitate to address a problem. The sooner we are aware, the better support we are able to offer you. If you are unsure who to speak to, we can help put you in touch with the right person or department.