Communications from SSiD to Staff
There are a number of ways we communication with academic and professional service departments.
Staff facing web presence
Our comprehensive web pages highlight how we can help colleagues across the University
We are in daily contact with academic departments when helping to resolve issues with their students presenting at the front desk.
Most months we send out an email newsletter to all Student Support Services staff and the generic email addresses of all professional service and academic departments.
For several years we have held regular liaison meeting with our key partners in Professional Services and this year we decided to piloting liaison meeting with a selection of academic department. We recently met with Department of Electronic and Electrical Engineering and the Medical School.
Each summer we visit the reception points of each academic and professional services department to meet reception staff, refresh leaflet stocks and tell colleagues about Work Shadowing Opportunities in SSiD
We have developed a flyer to explain to staff how we can support them including visits to SSiD, liaison meetings, work shadowing and presentations to teams.
An annual summary of SSiD updates is sent to heads of department and faculty contacts each summer including our Just the Facts presentation.
We offer a half hour presentation to academic and professional services departments that give them a flavour of the range of services provided by SSiD and how we can support you and your students.
VC Welcome Event
We staff a stall at the event, with flyers and have a sign-up sheet for work shadowing.
Work shadowing sessions are usually booked for a two-hour slot and introduce staff to our main areas of operation - front desk, contact centre and back office.
Visits to SSiD
Over the years we have hosted visits from individuals, groups and conference delegates from the UK and overseas. This has included hosting visits from colleagues of academic staff from other HEIs.
Supporting Campus Tours
We support department campus tours by answering general student-related enquiries before and after tours and act as a place where attendees can collect prospectuses, guides and brouchures.
Sharing Good Practice:
In our staff facing web pages we share our experiences and good practice related to:
- Student Customer Service
- Enquiry Management
- Managing Feedback from Students
- Service Quality
- Web Content Guidelines
Collection / Delivery Point Offer
We offer to act as a collection / delivery point for students of academic departments.
Internal Customer Review
From time-to-time, we contact colleagues in academic departments to contribute to surveys and focus groups to improve how we can support them. The last time we ran this exercise was in 2018/19.
To help ensure that colleagues from academic and professional services deliver clear, concise, accurate and up to date information about all the key services the Student Support Services Department delivers we have developed the following web page that can go to access the information we want them to share.
Content Management Newsletters
We invite to sign-up to our regular content management newsletter to help share good practice in this area.