FEO awarded for outstanding customer service

The Faculty Education Office has again achieved the national standard ‘Putting the Customer First’ in recognition of its outstanding customer service culture and delivery.

Established in 2004, Customer First is an independent organisation that aims to improve service delivery to customers by ensuring that institutions are assessed, developed and supported to a quality standard.

The FEO first achieved the Customer First standard in 2012, which comprises 30 principles of excellent service. Customer service champions at each campus promote awareness and good practice at a local level and also supported the arrangements for the assessment.

Examples of the FEO’s efforts to continually improve the student experience include a completely modernised student reception at the South Kensington campus, providing a more welcoming environment, the introduction of iPads across programmes and a new curriculum map for the medicine programme which is about to launch to students.

“A huge thank you to all staff who have been involved in meeting the Customer First standard once again,” said Chris Harris, Quality and Educational Development Manager in the FEO who led the original and re-accreditation. “This is a fantastic reflection of the team’s hard work and commitment.”

“I am absolutely delighted with the outcome,” adds Susan English, Director of Education Management and executive sponsor of the project. “The assessor was very positive and recognised the wide-ranging improvements we have introduced since our previous assessment and our on-going trajectory of innovation.

“It is really gratifying to have external recognition for the FEO’s focus on improving the student experience.”

Ben Campion
Communications Manager
Imperial College School of Medicine

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