Academic Support Service- Statement of Service2016/17

Environment /
  • The Academic Office is open 8.45 am – 5.00 pm Monday to Friday.
  • We aim to provide a friendly and welcoming environment in which to assist our customers with their enquiries.
  • We ensure we work with the broader team, both within the office environment/across the University.

Support /
  • We aim to respond to voice mails and e-mails within a three working days during normal business hours (this may be longer during peak times).
  • We will update our voice mail greeting, advising callers when we will be out of the office for an extended period of time (1/2 day or longer), informing callers of when we will return and who they may contact with questions (if applicable).
  • We aim to answer all incoming telephone calls within a timely manner. If unanswered, customers will at this point be invited to leave their contact details and a brief description of the issue. If this message is left within normal working hours then the customer will be contacted that day.
  • We will update our e-mail notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).
  • The Academic Support Services provides a service in order to support our customers on a daily basis in issues relating to the administration of programmes, for example student results.
  • We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.
  • We will work to resolve issues with co-workers and other internal departments by discussing problems directly and working toward agreed upon solutions.
  • We regard all our customers with dignity and respect.

Information /
  • We aim to ensure that the Academic Support Service website is devised and updated regularly.
  • We will update all our informationannually to ensure the information is correct and in varied formats.
  • We will work with our customers to ensure they are fully aware of the information they require in order to advise.
  • We will aim to ensure our information is clear and easy to follow.

Staff /
  • All staff ensure their skills and knowledge are kept up-to-date by undertaking continuous professional development.
  • All staff will have an annual PDP
  • A Staff Handbook has been introduced to assist new and existing staff.

*Academic Officecustomers include academic staff (internally based at UoB and externallybased at our partner institutions), students and external agencies