Customer Service team

The Customer Services team ensures that the services provided by Estates and Campus Services are delivered in a manner that is driven by the needs of the customer. The six Customer Service sub-sections will engage, influence, lead and champion the delivery of excellence in service, customer care and communication

Estates and Facilities Helpdesk

The Estates and Facilities HelpdeskEstates and Facilities HelpdeskEstates and Facilities Helpdesk provides a dedicated customer-care facility and is the first point of contact for:

• fault reportingfault reportingfault reporting
• alteration worksalteration worksalteration works – see what’s happening on our campuses
• car parkingcar parkingcar parking
• health and safety hazardshealth and safety hazardshealth and safety hazards
• cleaning and portering requests
• BBQs and events in the squares and grounds

The Helpdesk can also provide information about post services, lost property, grounds, Central Stores and contractor support.

Operational Communications team

• Developing and implementing lines of operational communication and resources
• Constructing and disseminating communication to relevant stakeholders and the wider university community in relation to operational activities
• Providing advice and supporting those impacted by operational activity

Estates and Campus Services core activities

• Ensuring the delivery of high-quality customer-led support to the University community
• Co-ordinating services provided by Estates and Campus Services teams in relation to core activity and events
• Engaging with stakeholders and positively promoting the section to internal and external customers

Estates and Campus Services compliance and projects

• Developing and delivering the section's customer service standards, cultural change, the People Strategy, and UECS compliance
• Developing processes, procedures, and technology with a focus on customer journey improvement and resource maximisation
• Implementing exemplary practices regarding health, safety & wellbeing, statutory compliance and project implementation

Estates and Campus Services health and safety

• Providing advice, coaching, and supporting staff by organising training and advising managers and technical/operational staff on risk assessments for the activities of Estates and Campus Services sections
• Co-ordinating the development and review of standards relevant to the activities of Estates and Campus Services, performing audits, compliance monitoring, inspections and investigations
• Developing and producing written health and safety standards, systems of work, guidance and risk assessments, ensuring the information is kept up to date and reflects change in operational delivery and legislation

 Estates and Campus Services systems

• Implementing, developing, and supporting corporate business information systems
• Contributing to the planning of the use of systems in line with the University and ECS strategic plans and related supporting strategies
• Taking lead responsibility for various projects or enhancement activities related to the development and support of ECS systems
• Ensuring that ‘off the shelf’ systems are configured to provide optimum support to ECS, and proactively engaging with the owners/ administrators of all ECS commercial applications to identify possible enhancement and/ or efficiency opportunities