The Institute’s ‘Customer Care Policy’ and ‘Customer service guidelines’ are available via the IoE website  

These advocate being ‘customer friendly’, listening, ensuring clear communication, leading by example and dealing positively with any tensions.

See IoE Policy

The Unit’s ‘customers’ include funders, fellow researchers, students, policy-makers, practitioners and lay people. All staff should be aware that they are representing the Unit in their dealings with these ‘customers’.

The Unit Administrators are the first point of contact for all visitors to SSRU.  Customer service must be a key priority for all staff when dealing with all ‘customers’ in person or by phone. 

The 18 Woburn Square administrative office is covered at all times between 9-5pm, including phone cover, and the Unit answerphone is checked regularly. 

Staff will be notified by email if the office needs to be left uncovered at any stage.

All staff must make clear if and how they can be contacted if they are working but not in the office.

See IoE Policy

Procedures available via the Unit Administrative Officer.

See IoE Policy

NB IoE policy requires staff to ensure that if you are not available to answer the phone, incoming calls are diverted to either voice mail or an appropriate person.

The same principle applies to email and you are expected to use the Out of Office facility to explain when you will be available to respond to emails and, if appropriate, who can be contacted in the meantime.