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Service Level Agreements and Remit of the Language Centre

Core Remit

The Language Centre reflects the specialist nature of the Language Centre Governance| London School of Economics and Political Science itself, namely a world class institution where quality of research and teaching is paramount.

The core remit of the Language Centre in relation to the School's own mission statement is as follows:

Non Core Remit

  • to develop EAP programmes to provide and income stream for LSE
  • to develop EFL programmes to provide an income stream for LSE
  • to develop MFL programmes to provide an income stream for LSE
  • to develop opportunities for the provision of MFL tailored programmes to provide an income stream for LSE
  • expand existing programmes on LSE International Summer School
  • to work with LSE Student Recruitment to develop new markets
  • to be actively involved with 'widening participation at LSE

Structure of the Centre

Overview of the Language Centre

Office Hours

Please check our Staff Contacts and Office Hours| page for details.

User Satisfaction Surveys

A summary of the results of our user satisfaction survey can be found here. Our undergraduate courses are surveyed by the LSE Teaching Quality Assurance and Review Office (TQARO). The surveys here include everything else we do.

We have an annual user satisfaction survey (see below). However, you can also send instant feedback using this Instant Feedback Form|. Please remember, if you prefer to speak to someone in person and are registered on a course with us, you can always speak with your teacher or go to office hours for the course in question to give your feedback or to talk about anything that concerns you about your course of language learning in general.

Service Complaints Procedure

We hope that you will be happy with your chosen course but if any circumstances arise with which you are not happy then we follow  the LSE Service Complaints Procedure which provides a framework to help to resolve any issues.

To read this policy please see the Service Complaints Procedure|.

Where it is appropriate to do so, a complainant should, in the first instance, attempt to resolve his/her complaint through informal discussion with those directly involved in its subject matter. If it becomes clear that the informal stage is not going to be effective, then the formal stages outlined in the proecure should be instigated at the earliest opportunity.

Service Level Agreements

Service Level Agreements

Description

Performance Target

Measurement

Document Authentication|

Complete within 5 working days

Accounts and Client records

Translation|

Depends on size and targets set with each individual client

Accounts and Client records

Proofreading|

Complete within 5 working days

Accounts and Client records

Arrangement of a tailored tuition programme|

Initial needs analysis appointment to be arranged within 5 working days

Accounts and Client records

Delivery for an individual or private group programme

Constant liaison with client to arrange mutually convenient timetable and bespoke programme with monitored development

Feedback from client

Dealing with enquiries (general)

Response within 24 hours

Repeat calls/contact from customer

Dealing with enquiries (specific)

Response within 72 hours, from a Language Co-ordinator or Assistant Co-ordinator.

Repeat calls/contact from customer

Invoicing (long term/contracted 1-2-1 clients only)

Invoice to be sent within 2 weeks of programme completion (or as agreed with client)

Accounts records

Customer retention for individual or group tuition

Establishment as the provider of bespoke language courses to the  company

Customer & Accounts records

Raise awareness/market LSE Language Centre Course

Web Site, advertising in relevant publications. Close liaison with LSE Student Recruitment team and participation in recruitment open days/events

Growth in scheduled course registrations, income from additional services and number and source of enquiries 

Provision of MFL Degree Courses

Modern Foreign Language Degree Courses|

Questionnaires of Student Opinion of Teaching at the School conducted by TQARO in Michaelmas & Lent  terms

Provision of Linguistics and Literature Degree Courses

Linguistics and Literature Degree Courses|

Questionnaires of Student Opinion of Teaching at the School conducted by TQARO in Michaelmas & Lent  terms

Provision of Pre-sessional EAP programme

Pre-sessional Programmes|

Constant feedback from students during programme and formal questionnaire at end of each programme  as well as annual Language Centre User Satisfaction Survey and Instant Feedback Form.

Provision of EAP Foundation programme

Foundation Programmes|

Constant feedback from students during programme and formal questionnaire at end of each programme as well as annual Language Centre User Satisfaction Survey and Instant Feedback Form

Provision of Insessional EAP support to LSE students

EAP Insessional Support Programme|

Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved

Provision of IWLP of certificated short courses

MFL Certificate Course Programme|

Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved

Provision of MFL| teaching to academic and part-time teaching or research staff.

To provide a tailored MFL programme on request. Initial needs analysis to be arranged within 7 days

Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved

Provision of English for Teaching Purposes programme

English for Teaching Purposes|

Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client and/or Department, Institute or Centre involved

Provision of a Language Summer School programme

Language Summer School|

Annual Language Centre User Satisfaction Survey, Instant Feedback form and feedback from client.

 

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