Campus Central Customer Service Commitment
Campus Central is a key service provider on all UniSA campuses. It is
a team-based, continuous improvement environment, which assists and
supports study life and campus experiences through delivery of a broad
range of student and academic services to a variety of customers,
including staff and members of the community, but in particular UniSA
students. As professional service providers, Campus Central staff
members are committed to ensuring our students receive value-added, high
quality service -
Campus Central CARES about Students!
Contact
We will be a first point of contact for our student’s queries
We will use our specialist knowledge of student administration and
campus life to answer questions and give support and assistance to make
our student’s time at UniSA a rewarding experience. We will provide
answers to their questions by utilising our knowledge, and sourcing
information, resources or documentation from other service providers,
administrative units or schools.
We will identify ourselves as Campus Central employees
We will wear name badges when serving in person, and we will provide our
name when answering phone queries and emails so our students know who
they are talking to.
Accessible
We will be contactable 24 hours a day, seven days a week
At a minimum we will be open 8.30am to 6.00pm Monday-Friday to provide
assistance in person as well as via email, phone and fax. We will have
effective systems which enable our students to phone, fax or email us
after business hours and will ensure the information on our web site is
up to date.
We will respond to all phone, email and fax queries within 24 hours (1
business day)
We will acknowledge the query, keep the student informed of its progress
and notify them when it has been resolved.
Responsible
We will take responsibility for resolving student administration queries
We will take ownership of queries and pride in the information we
provide. The staff member that receives the query will be responsible
for sourcing the information, so students won’t have to repeat
themselves.
We will remember our students
When we say we will follow something up, we will. We will keep students
informed of the progress of their query and advise them when it has been
resolved.
Experts
We will provide accurate information and advice and we will do things
right the first time
We will have specialist knowledge of student administration processes as
well as comprehensive knowledge about UniSA, its programs, our campuses
and life as a student. We will help our students understand what tools
are available to help them resolve their queries. We will continually
develop our knowledge and skills, enabling us to provide students with
the best service and advice possible.
Service
We will proactively build relationships with our students
We will take our services to our students by going onto the campuses and
talking to people about life as a student and their experiences with
UniSA and Campus Central.
We will be enthusiastic and passionate about providing high quality
service
We are service professionals and will provide high quality service on
every occasion. We will be culturally sensitive, treat students with
respect, and be empathetic and understanding towards their needs and
circumstances.
We will seek, and listen, to feedback
We will genuinely listen to feedback and use this information to
challenge ourselves and improve the service we provide. We will review
and measure our service performance on a regular basis and make
continuous improvement a key focus.