The Advice and Reception Team in the Student Services Centre have received national recognition for the high standard of their customer service.
On Wednesday 17 November, the team were awarded MATRIX accreditation by an external assessor, following two days of interviews with the team and a wide range of clients, including staff and students at LSE. The MATRIX quality standard assesses the team's ability to provide information, advice and guidance, and is already used by higher education careers services in the UK. The Advice and Reception Team are one of the first non-careers based higher education teams giving general advice in the country to achieve this award.
Katie Porrer, student advice and reception manager, said: 'We are proud that our commitment to an exceptionally high standard of customer service has been formally recognised by the award of the MATRIX badge.'
The full team of Katie Porrer, Michelle Ward, Jacque Crane, Sarah Bailey, Natalie Kammies, and Hannah Wood were commended by the assessor for their enthusiasm and resilience.
The Advice and Reception team have been participating in a pilot scheme, part funded by the Learning and Skills Council and by LSE's Staff Development Unit, to implement the standard in other areas of the higher education environment. The team was created in 2002, when LSE opened its purpose-built Student Services Centre, and its brief was to provide clear, informed and relevant information, advice and guidance to students and staff. The MATRIX standard gave the team a timely opportunity to consolidate existing good practice and to undertake a full review of their processes and services, and they worked towards the standard for over a year.
For more information, please contact Katie Porrer, student advice and reception manager, at firstname.lastname@example.org.
29 November 2004