Archive for category: Edge Membership

Customer service excellence is at the heart of what we do and we’ve just received official accreditation for it!  At Sport and Physical Activity, we want everyone who comes into contact with the services we deliver to receive an excellent and memorable customer experience.

Sport and Physical Activity is part of the University of Leeds’ Commercial and Campus Support Services (CCSS) and has achieved Customer Service Excellence ®, a government standard that recognises an organisation’s commitment to putting customers first. The Service was particularly praised by the accreditation assessor for achieving “eight Compliance Plus awards,– an amazing achievement for a first assessment!”

Head of Sport and Physical Activity, Suzanne Glavin said: “We as a Service are delighted to have acknowledged, through this accreditation, our customer-centric approach to providing excellent services. We are particularly pleased that the inspection has highlighted our efforts to include as many students, staff and local community as possible, in supporting them to be active and engage in sport in the way that they want to take part”.

The Customer Service Excellence ® standard challenges organisations to examine their service in relation to 57 criteria that have been shown to influence customer satisfaction.  CCSS achieved a significantly positive result, receiving ‘Compliance plus’ for eight standard criteria, the most criteria that any first time participating organisation, for this accreditation, has ever received.

The Service was praised for:

• In-depth understanding of its current and potential customers
• Customer insight about customer groups to better understand their needs and preferences.
• Particular efforts to identify hard-to-reach and disadvantaged groups and individuals
• Reliable and accurate methods to measure customer satisfaction.
• Analysing and publicising satisfaction levels of its customers
• policies and procedures that support the right of all customers to expect excellence levels of service.
• We have made arrangements with other providers and partners to offer and supply coordinated services
• Developed coordinated working arrangements with our partners that ensure customers have clear lines of accountability for quality of service.

Richard Hamilton, Customer Service Excellence Manager commented: “Following well-coordinated preparations, CCSS at the University of Leeds was completely ready to complete its assessment against the national quality mark for excellence in customer service.  This was a large project, requiring consistency across several diverse services.  The outcome has provided a great opportunity for CCSS to celebrate its excellent practice and respond positively to the areas identified for development.  Working with CCSS has been a pleasure for the Centre for Assessment – many congratulations on your impressive achievement.”

Read further about how we deliver customer service excellence.

We are proud to announce that Sport & Physical Activity, The Edge has won ‘Education Facility of The Year’ at the National Fitness Awards 2018.

The National Fitness Awards is an annual event which recognises excellence and achievement in gyms throughout the country. The Education Facility of the Year category is aimed at gyms which are based within a school or college or on a university campus.

The University of Leeds beat some stiff competition from six other shortlisted institutions including Coventry University and the University of Edinburgh

Shortlisted gyms have all been scored on being able to offer a  wide range of excellent facilities, with staff engaging with students, staff and the wider community; successfully spreading the positive word of health and fitness to the younger generation. Judges have shortlisted Sport & Physical Activity and scored The Edge highly based on the rage of equipment and group classes available, as well as how as a service we are able to support a range of sports clubs and elite athletes, and how The Edge facility enhances the experience of those living and working on campus.

Suzanne Glavin, Head of Sport & Physical Activity had to say …

“I’m delighted for the whole team who work tirelessly to provide a great experience for all our users. It’s especially pleasing that the award recognises not just the range of our facilities but how we engage students, staff and the community and how we are successfully spreading the word about health and fitness. This effort is in line with our new joint emerging plan “Do What Moves You” which will be published in January 2019″.

This fantastic achievement builds on The Edge being runner-up in the ‘Group Exercise Gym of the Year’ at the 2017 awards.

National Fitness Awards’ event director Judith Halkerston said:

“All our winners have had an arduous journey to this point – the standard of entries seems to just get stronger year on year and every facility that walked away with an award should be extremely proud”.