Contact Service Centre

• Who We Are and What We Do
• Our Vision, Mission and Values
• Our Commitment to Quality
• Employment Opportunities for Students

Who We Are and What We Do

The Contact Service Centre (CSC) is a 25 seat call centre which employs current UWS students to service course information enquiries from prospective students via phone, email and web. The CSC services more than 120 000 phone calls per year, responds to over 16 000 emails per year and produces daily mail outs of course information packages of approximately 12 000 per year.

For prospective student enquires call 1300 897 669 or email study@uws.edu.au

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Our Vision, Mission and Values

Vision

To be recognised as the best practice contact centre within the tertiary sector and to become the information gateway for the University of Western Sydney, its students, staff and the wider community.

Mission

To deliver a comprehensive and efficient information service, providing positive experiences and placing our clients at the centre of what we do.
This is achieved by:

• promoting the University of Western Sydney mission of Bringing Knowledge to Life
• focusing on our values
• embracing an innovative and contemporary service ethos
• striving to make a difference.

Values

Our staff are committed to:

• superior customer service
• continuous learning and improvement
• team spirit
• integrity.

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Our Commitment to Quality

The Contact Service Centre is committed to continuous learning and improvement and this is demonstrated in its rigorous quality monitoring program. Staff are assessed on their customer service skills and product knowledge based on an internal quarterly review of phone calls and emails. The CSC is also independently assessed each quarter by Customer Service Benchmarking Australia (CSBA), a research-based consultancy group that focuses on the customer service performance of call centres.

For more information, please see CSC Benchmarking Results Ranking Summary 2009-2011 [PDF, 302Kb].

CSBA also conduct Satisfaction Surveys to seek feedback from customers on ways the CSC can improve on customer service delivery and product knowledge through phone contact and printed materials.

For more information, please see Customer Satisfaction Survey Results 2010 [PDF, 101Kb].

In 2009 the CSC was awarded the Vice Chancellor's Excellence Award for Professional Service. The CSC Award Submission provides information on the following: our range of services, historical phone and email volumes, benchmarking data, customer satisfaction data, quality assurance strategies, customer service initatives, and much more. 

For more information, please see our CSC VC Awards Submission [Staff Log-In Required, PDF, 4MB].

In 2009, and again in 2010, the CSC won the CSBA 'Excellence in Telephone Customer Service' Award from over 40 tertiary institutions surveyed. These awards were presented at the Australian Tertiary Education Management (ATEM) Student Service Centre conferences.

Please see the related press release: 'The West is Best'.

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Employment Opportunities for Students

The Contact Service Centre employs current UWS students in the role of Contact Service Officer. The role involves the provision of course information via phone, email and web contacts. Additional duties include outbound call campaigns and promotional work representing the University at events such open days and career markets.

Recruitment usually occurs once per year and the applicants most suitable for this position will be first or second year students who are motivated, hard working, proficient with computers and can demonstrate a pleasant phone manner. Prior call centre and customer service experience is desirable, but most importantly, applicants must demonstrate proven ability to function effectively within a team environment.

Successful applicants will receive extensive training in customer service skills, systems use, and the relevant product knowledge required. A Buddy Program also provides new staff with the opportunity to gain confidence in their skills and knowledge before taking phone calls.

Available positions are advertised on Career Hub.