We are Professional
We take pride in applying our knowledge, skills, creativity and judgement to deliver innovative, effective, efficient services and solutions of excellent quality.
As professional services staff at Swansea University we will:
Examples include….
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Take pride in accepting and demonstrating personal responsibility for getting
things done on time and to the required standard
Provide, seek and value regular constructive feedback, using it to identify
personal development and improve our delivery of excellence
Be open minded to new ideas and proposals to deliver and create innovative
solutions
Be accountable for failure as well as success, making informed decisions and
taking responsibility for them
As professional services staff at Swansea University we will not:
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Fail to see the importance of continuous professional
development in learning new skills, developing understanding and
keeping up to date; either by avoiding development opportunities
or by failing to put new learning into practice
Miss deadlines, using time pressures as an excuse for not thinking
about things differently or for seeing things through
Avoid making decisions and fail to take responsibility for
prioritising our work, resulting in work of poor quality
Fail to ask for clarity when we are unsure of what is expected of
us, or avoid taking feedback on board
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We Work Together
We take pride in working in a proactive, collaborative environment of equality, trust, respect, co-operation and challenge to deliver services that strive to
exceed the needs and expectations of customers.
As professional services staff at Swansea University we will:
Examples include….
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Work respectfully with others, building trust by communicating and sharing
information and keeping them informed
Listen to and understand the views of others to enable the best solutions to be
found
Be aware of how our actions impact on others and challenge where
inappropriate actions undermine equality, trust, respect and cooperation
Be accountable for working with others in a proactive way that strives to exceed
the needs and expectations of customers
As professional services staff at Swansea University we will not:
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Be disrespectful and critical towards colleagues, act selfishly, and
fail to see the bigger picture
Avoid contributing to team discussions or discount others without
listening
Be unapproachable, allowing our mood or circumstances to
impact on our relationships with others
Put our own priorities ahead of the customer’s, by not
cooperating with colleagues, or challenging ourselves and others
to improve service delivery
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We Care
We take responsibility for listening, understanding and responding flexibly to our students, colleagues, external partners and the public so that every contact
they have with us is a personalised and positive experience.
Examples include..
As professional services staff at Swansea University we will:
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Take personal responsibility for genuinely listening and fully understanding
who our customer is and their needs
Respond in a caring and flexible manner to ensure these needs are met, seeking
support if unable to find a solution, and keeping the customer updated of
progress
Understand the importance of keeping promises, acknowledging when things
go wrong and working hard to put them right
Provide clear, helpful and timely support and information, personalised to
meet the needs of each individual customer
As professional services staff at Swansea University we will not:
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Be unaware of who our customers are and their individual needs
Fail to listen to customers, understand, or respect their views
Be inflexible; blaming policies, processes or lack of resources for
not delivering good service
Be rude, condescending, unhelpful, unfriendly or disrespectful
towards our customers; failing to communicate in advance if
deadlines are not likely to be met
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