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How have we used our insight into our customers to inform policy and strategy?

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How do we protect customer privacy in face-to-face discussions? How is their information stored and transferred securely?

eg private interview facilities, UoY Data Protection policy, signed consent forms, policies on sharing and encrypting data. Any recent changes we've made to our practice in this area?

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How can we show we understand what our customers need?

eg feedback, surveys, comments/emails

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How is our team (as individuals and as a body) commitment and performance evaluated and monitored?

eg appraisal processes, PDRs, service standards

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How do we value our staff who are customer focused? Do we all demonstrate this behaviour?

eg staff award/recognition schemes, publicising staff who exemplify customer service excellence?

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As far as possible these are held in private rooms to ensure confidentiality (occasionally this isn't possible eg at career fairs).
If any observers are in the room (eg for peer observation) students are always given the option for the observer not to be present.

Only brief notes are kept from interactions on T/C and these are not shared with externals eg academic staff, parents/carers.

If CCs are discussing challenging cases in meetings, as far as possible details of situations would remain anonymous - sometimes it is necessary to share information when different CCs are meeting with the same student but this would be to enable better customer service.   JS

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Introduction of partnership agreements for Volunteering 

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Introduction of partnership agreements for Volunteering 

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We have made changes to our agreements with organisations to ensure they also manage student volunteers data securely. - Sarah L

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Introduction of the Student Volunteering Forum 

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Introduction of the Student Volunteering Forum 

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We have run a series of forum events over the year to gain student input and insights into volunteering at York. The students who attend the forum are leaders of volunteering across YUSU, Colleges, GSA and Careers - Sarah L

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Sought feedback from Wentworth College about the PGT e-shot. A suggestion that PGTs are more receptive to 'promo' email communications later in the week, led to us  scheduling the fortnightly e-shot to be sent Thurs/Fri. (IZ)

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The Information and Engagement Team's annual remit includes a section for customer service excellence. Tasks/issues are identified and allocated staff noted and deadline for completion. These will feature in the staff member(s) PDR. (IZ)

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We've introduced a strategic employer approach, one that aims to develop a closer strategic relationship between ourselves and the employer. Our approach is data informed but supported by a contextual narrative. Each of our key employer strategic partners have been allocated a dedicated Partnership Manager whose role is to manage the relationship and to develop the partnership to meet both our Employability ambitions as well as the strategic aims of the Employer. We recognised there was a gap to better understand our Employer needs. In doing so, we are able to offer services and facilitate deeper conversations with Employers as well as our Academic departments and students. (HS)

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As criterion 1 and discussed with Tricia, this gave us better understanding of the career development/resource needs of PGRs and PGTs and is something we should be able to factor into development of our online resources and marketing materials. JS

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CC team have a peer observation system in process for both 1-1 and group delivery activities  JS

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Peer Support                            CC team is planning to bring in more peer discussion/supervision of our work into CC team meetings. The aim is to offer more support within team, identify any potential training needs and learn from each other. Some 1-1 cases can be complex and challenging so being able to use team members' professional expertise and experience is important if it can increase confidence and lead to better service for students.  JS

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Peer Support                            CC team is planning to bring in more peer discussion/supervision of our work into CC team meetings. The aim is to offer more support within team, identify any potential training needs and learn from each other. Some 1-1 cases can be complex and challenging so being able to use team members' professional expertise and experience is important if it can increase confidence and lead to better service for students.  JS

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As members of AGCAS we are all working to AGCAS professional standards. JS

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Is stated in our Employability Strategy - inclusive and accessible to all students - link to Lucy's role as WP officer and the changes we've already made to the Strengths programme to accomodate wider needs. (HS)

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Mature, Local and Commuting students and One-off Volunteering

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Mature, Local and Commuting students and One-off Volunteering

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Over my placement year I've sought to understand some of the challenges around accessing volunteering opportunities for WP students, in particular: mature, local and commuting students. Collaborating with Student Support, I've been to a number of their coffee drop in sessions (as well as working with individual students) and following their feedback, I am in the process of setting up Fresher's one-off volunteering opportunities for these students as well as international and postgraduate students too - EJ

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We have made efforts to gain feedback & research issues/challenges our customers face when thinking about/embarking on/undertaking  the Placement Year programme - this research has informed our programme development to support students (L Brookes)

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1) ASET membership - shared practice with other areas of Uni in termly placement staff meetings.

2) Introduction of shared practice & policies for placement management ensuring consistency across the board
3) Placement Supervisor training (LBrookes)

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This is something we introduced as a team objective and have made efforts to build this into our work to support planning e.g. data analysis SIB project, placement year research project, feedback from Placement Supervisors, Placement Employer, Placment students (LBrookes)

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hi