UCL ESTATES
MAINTENANCE
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Customer Services Centre - Support desk & switchboard

Aim

To be a single point of contact between the UCL community (Staff, Students & Visitors) and the Estates team. We are focused on providing a services centre that is founded on exemplary communication with both our colleagues and our customers; focusing on the needs of the customer at all times.

Service Level Agreement

  • We will take ownership of all enquiries and proactively inform our customers of any issues which may affect our initial estimation of when an issue will be resolved
  • We will work with our internal and external partners to coordinate action based on published 'service levels statements'
  • We will proactively manage all service requests to support UCL core business and deal with feedback/complaints in a timely manner
  • We are actively working to:
    • For electronic notifications (web portal, email) of faults/issues we will process these requests no later than 24 working hours after receipt
    • All phone calls to the Services Centre will be answered within 30 seconds
    • We will ensure all requests are assigned a unique job number and provide email verification of the start and end of the job where applicable
    • We will be proactive in monitoring the service level statements which underpin our 'reactive repairs' and, in partnership with our internal teams, we will inform customers of any delays
    • We will proactively engage with the UCL community to provide a conduit for feedback which will help us improve services across Estates.

Key Performance Indicators

  • Client satisfaction statistics gathered through Opinio and published monthly
  • Satisfaction ratings on the requests we complete - we want to ensure we have a minimum success rate of 85% attendance for all reactive works within the states SLA
  • We will use call response data to ensure we are meeting our Switchboard call answering targets.

What we need from you

For us to maintain this level of service we will need you to:

  • Direct all requests via the Services Centre using the on-line Service Request Form wherever possible
  • Provide as much information as you can when submitting requests
  • Avoid using the telephone when you can use the on-line form or email
RELATED LINKS:

Customer Services Centre

Customer Feedback


University College London - Gower Street - London - WC1E 6BT - Telephone: +44 (0)20 7679 2000 - Copyright © 1999-2015 UCL