Our Standards of Service

Our Service Vision:

We are a team of professional enablers, responsive, reliable, approachable and helpful, customer-focused, offering specialist services and proactively encouraging ‘joined up thinking’ across our institution; we see our role to develop, communicate and lead best practice in marketing and communications, in particular to lead a move to proactive marketing and market development in home and overseas markets through early engagement with Schools and relevant Services, especially at programme or initiative concept and development stages.

Our service operates through 7 operational teams:

• Development and Alumni Office
• Market Development team
• Public Relations and Communications
• Print Services
• Student Admissions
• Publications and Design
• Web and Digital Media

Our Service objectives and institutional responsibilities

• To orchestrate our student recruitment activities to achieve our institutional targets for home, EU and international markets, identifying appropriate strategies for different markets, and leading a chain of activities from generating awareness and interest, through initial enquiry and application, maximising conversion of enquiry into completed enrolments, through first-class customer-focused marketing, communications, enquiry and admissions processes.
• To develop and champion our brand, vision and values, protecting and strengthening our reputation, broadening our networks and supporting relationships with customers and stakeholders, including our alumni and new partners who wish to support us in achieving our institutional vision;
• To develop and lead best practice in communications internally and externally;
• To provide professional services in line with our institutional responsibilities;
• To ensure the successful application of our activities in support of these objectives within the EU and internationally, as well as in the UK.

Our key areas of institutional responsibility as a service are:

• Corporate marketing strategy
• Corporate/external communications
• Institutional Website development and management
• Corporate events (including graduation ceremonies)
• UEL Brand, brand strategy and visual identity
• Public/Media relationships
• Corporate Sponsorship
• Internal communications strategy
• Alumni Network
• Philanthropic fundraising and UEL Development Trust
• Student recruitment marketing
• Home/EU Market Development
• Open Days
• Programme enquiries telephone hotline
• Student Admissions
• International strategy
• International market development
• International student recruitment
• International student help desk
• International business development support
• Advertising
• Graphic Design and Typesetting
• Online and printed publicity and prospectuses
• Print and bulk copying services.

Our Standards of Service for students

We aim to:

1. Publish on the web (and in hard copy) up-to-date information about the programmes we offer and how to apply to study here.
2. Reply to all enquiries on how to join us within five working days (or immediately if the enquiry is made by telephone).
3. Provide guidance on the academic skills and level of language needed to meet our minimum conditions of entry (including international qualification equivalencies), and then process most applications within 14 days.
4. Establish ongoing communications with you to ensure you are kept up-to-date with the application process.
5. Issue offer and acceptance letters to confirm the details of your place with us.
6. Send you information on fees and how to pay them.
7. Offer a welcome service for international students. This includes an airport collection and orientation programme to introduce you to the range of services we offer to support you while you are here (including welfare, counselling, recreation, Students' Union and so on).
8. Manage visiting exchange programmes (including the Erasmus-Socrates network) for both incoming and outgoing students to facilitate student exchange and development.
9. Make our services accessible for all users, including people with disabilities, and to provide information for applicants, students and staff in accordance with our university’s Policy on Students with Disabilities and Charter for Inclusivity.
10. Develop and maintain our student communications channels, using a range of media, to give you access to a wealth of information, helping you make the most of your time with us.
11. Issue invitations to successful students to attend Graduation Ceremonies and to respond to any queries relating to your attendance within five days, or immediately by telephone.

Our Standards of Service for our colleagues

We aim to:

1. Project a positive customer focus in all our dealings, whether by telephone, email, written or face to face contact and seek to deliver a favourable impression of our university at all times.
2. Deliver a professional standard of service in a friendly, timely and cost effective manner.
3. Offer professional advice and guidance to our colleagues to maximise the effectiveness and outcomes of our collective efforts to achieve our institutional vision and objectives
4. Deliver a high quality service at all levels of engagement subject to the need to balance institutional priorities against those of the individual client and to work within our resource constraints.
5. Focus on our customers needs and provide appropriate solutions.
6. Respond quickly to scope projects, allocate resources and agree completion dates together.

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© 2008