Criteria Element / Careers Service Evidence Base
1.1.1. We have an in-depth understanding of characteristics of current and potential customer groups based on recent and reliable information /
  • Annual stakeholder analysis completed
  • Statements of service for each stakeholder
  • Web page information directed at each stakeholder
  • Use of Student Hub to ensure students current position and details are recorded accuratelyNEW

1.1.2. We have developed customer insight about our customer groups to better understand their needs and preferences /
  • Students asked to complete a feedback questionnaire after career-focused workshops.
  • Consumer group set up to capture views on decision making process of current undergraduate students with a view to improving provision NEW
  • Employability audit completed for all Bolton Award students NEW
  • Client action plans compiled for all 1- 1 interactions

1.1.3. We make efforts to identify hard to reach and disadvantaged groups and individuals and have developed our services in response to their specific needs. /
  • Careers Advisers attend Autism Network sessions that are run in Life LoungeNEW
  • Careers Advisers have conducted career-focussed workshops in the evenings with part time evening class students who may not have been able to access the service during the dayNEW
  • Range of guidance methods available including 1-1, e-guidance, telephone guidance etc.
  • Feedback from evaluations
  • Website available 24/7
  • Visibility out on the Mall
  • Employability Ambassadors now in place via the Bolton Award to promote careers and employabilityNEW
  • Summer schools delivered to support those unable to attend sessions during academic term
  • Psychometric testing NEW

1.2.1 We have a strategy for engaging and involving customers using a range of methods appropriate to the needs of identified customer groups. /
  • Specified Help Desk
  • Surveys
  • Feedback Questionnaires
  • Moodle
  • Autism NetworkNEW
  • Social Media
  • Consumer groupNEW
  • Contributions via the new student newsletterNEW
  • Employability strategy with implementation plan
  • Employability WeekNEW
  • Summer school activities
  • Psychometric testing NEW
  • Student Engagement/Communications Working GroupNEW

1.2.2. We have made the consultation of customers integral to continually improving our service and we advise customers of the results and actions taken /
  • Feedback received from questionnaires and postcards is acted upon
  • Consumer groupNEW
  • Website ‘you said we did’
  • Careers Service performance on website
  • Attendance at various new committees such as Student Communication Group, Internship and Placement Group, Learning and Development Group NEW
  • Satisfaction improvement planNEW

1.2.3. We regularly review strategies and opportunities for consulting and engaging with customers to ensure that methods used are effective and provide reliable/representative results. /
  • Monthly team meetings and minutes
  • Team away day (x2 per year)
  • Employability strategy reviewed twice a year
  • Ongoing CSE meetings
  • Staff PDPs
  • Employability Champions group
  • Employability Strategy Group
  • Student Engagement and Communications Working GroupsNEW

1.3.1. We use reliable and accurate methods to measure customer satisfaction on a
regular basis /
  • Feedback questionnaires from workshops
  • Consumer group NEW
  • DLHE data
  • NSS Data
  • Annual Service survey

1.3.2. We analyse and publicise satisfaction
levels for full range of customers for all areas of our service and have improved services as a result /
  • You said we did’ on the website
  • Careers Service performance on the website against standards
  • Social media updates regarding performance NEW
  • Student case studiesNEW
  • Satisfaction improvement plan NEW

1.3.3 We include in our measurement of satisfaction specific questions relating to key areas including delivery, timeliness, information, access and the quality of specific questions which are informed by customer insight /
  • Annual Service survey
  • Student questionnaires
  • Consumer group questions and discussionNEW

1.3.4. We set challenging and stretching targetsfor customer satisfaction and our levels are improving /
  • Survey targets set for 2015/16 against results for 2014/15 which includes stretch NEW
  • Satisfaction improvement plan NEW

1.3.5. We have made positive changes to
services as a result of analysing customer
experience, including improved customer journeys /
  • Devised standard for dealing with CV e-guidance NEW
  • Implementation of new Student Hub software NEW
  • Launch of Employability Week format across the university NEW
  • Developed Graduate Employability Guide in response to intern feedback NEW
  • Lessons learnt and changes adopted as a result ofattending new Student Communications and Student Engagement Working GroupNEW

2.1.1. There is corporate commitment toputting the customer at the heart of service delivery and leaders in our organisation actively support this and advocate for customers /
  • Strategic plan
  • Employability strategy
  • Statements of service
  • University commitment to CSE

2.1.2. We use customer insight to inform policy and strategy and to prioritise service improvement activity /
  • Consumer group NEW
  • Employability strategy and implementation plan
  • Team meeting minutes
  • Satisfaction improvement plan NEW

2.1.3. We have Policies and Procedures that support the right of all customers to expect excellent levels of service /
  • Policy Zone on Web
  • Careers Service standards NEW
  • Careers service statements of service
  • AGCAS Code of Practice
  • Employability Statement
  • WBL Code of Practice NEW
  • Employers on Campus SLA NEW

2.1.4. We ensure that all customers and
customer groups are treated fairly and
this is confirmed by feedback and the
measurement of customer experience /
  • Student evaluations
  • Positive comments from stakeholders
  • Annual Service survey
  • Consumer group feedback NEW

2.1.5. We protect customer’s privacy both in face to face discussions and in the transfer and storage of customer information /
  • Private meeting rooms
  • Data Protection Act
  • IT security
  • Action plans locked away
  • Permission levels in use on Student Hub NEW

2.1.6 We empower and encourage all employees to actively promote and participate in the customer –focused culture of our organisation /
  • CSE blog
  • CSE Champions
  • Staff PDP
  • Discussion of CSE at team meetings
  • Monthly team meetings
  • Team planning days
  • Staff handbook

2.2.1. We can demonstrate our commitment
to developing and delivering customer -
focused services through our
recruitment, training and development
policies for staff /
  • Staff development log
  • Local induction
  • Careers service staff planning day
  • Staff PDPs
  • Monthly team meetings
  • University away days/sessions
  • TIRI Staff Conference

2.2.3. We prioritise customer focus at all levelsof our organisation and evaluateindividual and team commitment throughthe performance management system /
  • Staff PDPs
  • Careers service staff planning day
  • Careers Service standards
  • Statements of service
  • University away days/sessions

2.2.4. We can demonstrate how customer facing
staffs’ insights and experiences are
incorporated into internal processes,
policy development and service planning /
  • Team meeting minutes
  • Staff planning day minutes
  • CSE blog
  • University away days/sessions
  • Learning Enhancement Fund Projects NEW

2.2.5. We value the contribution our staff make to delivering customer focused services, and leaders, mangers and staff demonstrate these behaviours /
  • LISSN News Letter (sharing of good news stories)
  • Careers service team bulletin
  • Team meeting minutes
  • Staff PDPs

3.1.1 We make information about the full range of services we provide available to customers and potential customers, including how/when people can contact us, how our services are run and who is in charge /
  • Student Hub information NEW
  • Via social media
  • Via Moodle
  • Various statements of service for each stakeholder available on website
  • Web page information directed at each stakeholder
  • Service leaflets and flyers
  • TV Screen advertisements
  • Student newsletterNEW
  • Presence during open days and fresher’s
  • Webinar (For Prospective Students)NEW
  • Noticeboards at each campus
  • Employability Guide for Graduates NEW
  • Autism NetworkNEW
  • Bolton Award

3.1.2 Where there is a charge for services, we tell our customers how much they will to pay /
  • Printing charges are made clear through office signage

3.2.1 We provide our customers with the information they need in ways that meet their needs and preferences, using a variety of appropriate channels. /
  • E-guidance available and publicised
  • 1-1 sessions for CEIAG
  • Annual calendar of workshops utilising a range of different times
  • Social media
  • Targeted emails
  • Targeted text messages
  • Posters/leaflets/flyers
  • Use of Moodle
  • Consumer Group NEW
  • Student Newsletter NEW
  • Autism Network NEW
  • Careers Fair
  • Employability WeekNEW
  • Employers having a stand on the Mall
  • Hand-outs updated every year
  • Telephone Guidance
  • Evening SessionsNEW
  • Bolton Award

3.2.2 We take reasonable steps to make sure our customers have received and understood the information we provide /
  • Face to face meetings with contracting
  • Evaluations taken
  • Student consumer group NEW
  • Team meeting discussions
  • Staff planning day
  • Moodle is being used to reach students who may not be in contact with the service.
  • Autism NetworkNEW
  • Social Media
  • Action plans given after CEIAG meetings

3.2.3 We have improved the range content and quality of verbal, published and web based information we provide to ensure it is relevant and meets the needs of customers /
  • Annual review of all career guides
  • Annual review of website
  • Staff quality group to review all incoming information
  • Intern review of website
  • Student consumer groupNEW
  • Team Meetings
  • Staff planning day
  • Careers Service Marketing GroupNEW
  • Student Hub NEW

3.2.4 We can demonstrate that information we provide to customers is accurate and complete, when this is not the case we can advise customers when they will receive the information they requested /
  • Careers Service standards in place
  • Statements of service
  • Feedback file
  • We keep evidence of negative comments as well as positive ones
  • Customers are informed when they send CV in for checking that they will get a response in 5 working days NEW

3.3.1 We make our services easily accessible to all customers /
  • 24/7 website
  • E guidance facility
  • Telephone Guidance/Text
  • 1-1 appointments
  • Annual programme of workshops
  • Curriculum delivery
  • On Tour about campus
  • Mock Interviews
  • Evening sessionsNEW
  • Social Media
  • Moodle
  • Student HubNEW
  • CV check via email
  • Autism NetworkNEW
  • Careers Fair
  • Employability WeekNEW
  • Bolton Award

3.3.2 We evaluate how customers interact with the organisation through access channels and we use this information to identify possible service improvements and offer better choices. /
  • Staff reviews of workshop attendance
  • Staff review of drop in and appointments
  • Staff review of social media presence/hits/likes etc.
  • Bolton Award and Careers Service statistics
  • Website stats looked at monthly to see which pages have had views
  • Consumer Group NEW
  • Autism NetworkNEW

3.3.3 We ensure that where customers can visit our premises in person facilities are as clean and comfortable as possible /
  • Cleaning of premises maintained by facilities daily
  • Private interview facilities available

3.4.1 We have made arrangements with other providers and partners to offer and supply co-ordinated services, and these arrangements have demonstrable benefits for our customers /
  • Statements of service for employers
  • Employer Leaflets
  • Annual Careers Fair
  • Employer presentations/campus visits
  • Workshop schedule
  • Employer briefs
  • Dedicated employer web pages
  • Offer of placements and internships
  • Student feedback and evaluations
  • Annual Employability WeekNEW
  • Sessions with NHS at Autism NetworkNEW
  • Employers on Campus SLA NEW

3.4.2 We have developed co-ordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service /
  • Employer Visits
  • Employer Industry Boards
  • Statement of service for employers
  • Employer information on website
  • Employer evaluations
  • Careers Fair instructions and guidelines
  • Employers on Campus SLA NEW
  • WBL Code of PracticeNEW

3.4.3 We interact within wider communities and we can demonstrate the ways in which we support these communities /
  • Volunteering Service and links to community groups
  • Volunteering Fair
  • Support Community groups via student placements and support through “live briefs”
  • Autism NetworkNEW
  • FE Group attendanceNEW
  • Work with the Princes Trust to support young people with job huntingNEW

4.1.1 We have challenging standards for our main services, which take into account our responsibility for delivering national and statutory standards and targets /
  • Careers Service standards and processes
  • Destination (DLHE) Indictors
  • NSS Survey Personal Development
  • Team Statistics
  • Employability Implementation Plan
  • Employability Plan with KPIs
  • Statements of Service

4.1.2 We monitor and meet our standards, key departmental and performance targets, and we tell our customers about our performance /
  • Postcard feedback
  • Student Evaluations
  • You said we did
  • Monthly team statistics
  • Team meetings/minutes
  • Annual DLHE results
  • Careers Service Annual ReportNEW
  • Employability Implementation Plan
  • Reports to Education Committee

4.1.3 We consult and involve customers, citizens, partners and staff on the setting, reviewing and raising of our local standards /
  • Staff suggestion scheme
  • Team meetings
  • Staff planning day
  • Employability and Enterprise Strategy Group
  • Employability Champions Group
  • Student Consumer groupNEW
  • Education Committee
  • Intern feedback NEW

4.2.1 We agree with our customers at the outset what they can expect from the service we provide /
  • Statements of Service
  • Careers Service Standards
  • Career Adviser contracting with client in guidance interviews/workshops/focus groups
  • You said we Did
  • Website information

4.2.2 We can demonstrate that we deliver the service we promised to individual customers and that outcomes are positive for the majority of our customers /
  • Survey Monkey feedback
  • Written evaluations
  • Postcard Feedback
  • Positive Feedback via email
  • NSS Survey
  • Reviews on social media
  • Annual Service survey

4.2.3 We can demonstrate that we benchmark our performance against that of similar or complementary organisations and have used that information to improve our service /
  • Careers Adviser staffing comparison undertaken against other HEIs used in management report
  • DLHE comparison and employability league tables
  • External events and visits
  • Staff planning day/team meeting minutes
  • NW Heads Group
  • NW DLHE meeting
  • NW Teaching Group
  • Student Hub User Group NEW

4.2.4 We have developed and learnt from best practice identified within and outside our organisation, and we publish our examples externally where appropriate /
  • Case Studies on the web
  • CSE Blog/website
  • NW Heads Minutes
  • External Visits
  • Press articles
  • HEA Project: Employability Audit Results NEW
  • HECSU Research Project – Consumer Group NEW

4.3.1 We identify any dips in performance against our standards and explain these to customers, together with action we are taking to put things right and prevent further recurrence /
  • Discussed internally at career team meetings and staff planning day
  • You said we did
  • Career Service standards
  • DLHE discussed at strategy meetings and DLHE information shared with staff
  • Team Bulletin
  • Employability Strategy Group/Champions Group/Education Committee
  • Performance page on website

4.3.2 We have an easy to use complaints procedure, which includes a commitment to deal with problems fully and solve them wherever possible within a reasonable time limit /
  • Complaints procedure available on the website
  • Career Service Standards
  • Statements of Service

4.3.3 We give staff training and guidance to handle complaints and to investigate them objectively, and we can demonstrate that we empower staff to put things right /
  • Staff refer any complaints to Head of Service
  • Staff receive Resilience Training NEW

4.3.4 We learn from mistakes we make by identifying patterns in formal/informal complaints and comments from customers and use this to improve services and publicise action /
  • Discussed at team meetings/staff planning day which would then lead us to address our delivery where appropriate

4.3.5 We regularly review and improve our complaints procedure, taking account of the views of customers, complaints and staff /
  • Discussed at team meetings/staff planning day which would then lead us to address our delivery where appropriate.

4.3.6 We ensure that the outcome of the complaint process for customers (whose complaint is upheld) is satisfactory for them /
  • Standards and Enhancements Office would identify, review and ensure satisfaction of complaints

5.1.1 We set appropriate and measurable standards for the timeliness of response for all forms of customer contact including phone calls, letters, e-communication and personal callers /
  • Careers Service Standards
  • Website Information
  • Careers Service Statements of Service
  • Set appointments times in place
  • CV Checking Standards – Response within 5 working days NEW

5.1.2 We set comprehensive standards, for all aspects of the quality of customer service to be expected in all dealings with our organisation /
  • Students offered a range of communication channels and different ways to interact
  • Careers Service Standards in place
  • Employability KPIs via strategy
  • Staff handbook

5.2.1 We advise our customers and potential customers about our promises on timeliness and quality of customer service /
  • Statements of service
  • Career Service standards in place
  • Website Information
  • Notices displayed in Careers Office
  • Notices displayed at Queens CampusNEW

5.2.3 We promptly share customer information with colleagues and partners within our organisation whenever appropriate and can demonstrate how this reduces unnecessary contact for customers /
  • Sharing students CVs for placement opportunities
  • Client Action Plan
  • Student Profile
  • Internal Staff Training
  • Employability Strategy and Champion Group Meetings
  • Moodle
  • Student HubNEW

5.2.4 Where service is not completed at the first point of contact we discuss with the customer the next steps and indicate the likely overall time to achieve outcomes /
  • Careers Adviser Contracting
  • Client action plan
  • Follow up appointments
  • Career service standards

5.2.5 We respond to initial enquirers promptly and if there is a delay we advise the customer and take action to rectify the situation /
  • Staff cover rota in place
  • Office notices
  • Website information
  • Social Media
  • CV checking – Individual informed that they will receive a response within 5 working daysNEW
  • All appointments made on Student HubNEW