Student & Learning Support

Making it happen

The University

Supply chain Internationalisation Excellence in teaching

Graduate destinations Accountability Financial stability

• Peter Fidler is President• Shirley Atkinson now Interim VC• Revised corporate plan 2013-2015

Hot Spots

- Opportunity- Support

- Experience- Sustainability

- Society

Plugging us into the plan

• Finding ways to reach into the supply chain – colleges, schools, the community – helping to raise aspirations & demystify HE

• Marshal our specialisms, directing and focusing on specific University objectives

• Demonstrate that we innovate, flex and grow in anticipation of change

• Walking the talk: University KPIs, SLS targets and articulating our value

SLS Headlines• Student Choice• Student Experience & Success

– Grow our range of services, with purpose; build on our connections; be agile; be there

• Graduate Outcomes & Sunderland Futures– An all-University approach driven by SLS

• Ourselves– Our culture of staff recognition &

developing staff withthe skills to succeed

Our students’ experience

Making a difference for all of our students

“Today’s customers are a hard bunch to crack, their expectations are tougher than ever for business to keep up with. They are empowered like never before and expect business to respect that sense of empowerment – lashing out at those who don’t”

Micah Solomon, High-Tech, High-Touch Customer Service, New York, NY: Amacom 2012

How do we….

• develop and grow our service• respond to the “hard to crack” bunch • engage with those that do not know

they need us• move the Student Experience on?

….By

• providing thought leadership • proactive development• positive partnerships• engaging with customers• understanding our impact, its true value

and being proud of both • believing the best can be improved • taking the plunge

“The things that can be counted don’t always count, and the things that can be counted often really do count.”

Albert Einstein said

What counts to us as a service?

• How we do our jobs• How we feel about doing our jobs well• How our customers feel about us doing our

jobs well• Knowing the nature of our service provides

“make or break University” moments for our students 

• Knowing we all individually, and as a collective SLS, make a difference to all our students.

Shared Values – we chose them together:

• Team Work• Information Sharing• Customer Focus• Customer Satisfaction• Continuous Improvement

Shared Values & Behaviours

Consider each of our shared behaviours and the examples of taking effective action

Discuss with others occasions and times when you have worked like this. What was the impact on the customer, and you?

Flipchart it!

In your groups30 mins

• Student Led Awards Winners - CES & Student Financial Advice 2013 winners; Disability Support won in 2012

• Sportsbyte shortlisted for NUS Student Media • Student Financial Advice s/listed for NASMA• Library awarded Gold Award by CILIP Public

Relations • Web Team work showcased in Denver, USA

Outcomes & Impact

A massive "thank you for going the extra mile" - its quite rare now, but so appreciated.

I had amazing support from the Disability Support Team

She helped me prepare for a graduate job interview that took place today. It went brilliantly well and I was chosen for the job

Hooray for @UniOfSunLib and their consistent work in adding e-books to the collection

Outcomes & Impact