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The Customer Service Excellence standard: Sharing hints and tips [TG2/CSE]


1:30 pm - 4:30 pm


Woburn House Conference Centre
20 Tavistock Square, London, WC1H 9HQ

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This event brings together key speakers who have worked to achieve Customer Service Excellence accreditation for their respective HE Libraries. The speakers will focus on particular key aspects of CSE or essential elements that have helped them to either achieve or maintain the standard.

The afternoon is intended to be highly participative with scope to share good practice, concerns and questions in general, with both your fellow attendees and the speakers.

Programme :

1.00 – 1.30pm  – Arrival and registration including tea and coffee

1.30 – 1.35pm – Welcome and introduction

1.35 – 2.05pm – Julian Roland, UWL: ‘The Customer Service Excellence Journey’

2.05 – 2.35pm – Rowan Williamson, UAL: ‘Challenges of achieving a corporate standard in a creative institution’

2.35 – 2.45pm – Comfort break

2.45 – 3.15pm – Simon Gower, University of Sussex: ‘CSE from a fresh perspective’

3.15 – 3.35pm – Tea and coffee break

3.35 – 4.15pm – Group exercise (3 x 10 minute groups and time for changeover)

4.15 – 4.30pm Question and Answer session – Panel discussion and summary of outcomes

4.30pm – Close


Julian Roland has approaching forty years experience in organisational, FE and HE libraries. As Head of Customer Experience for UWL Library Services’; a post he has held since 2014, Julian is responsible for the library’s front line services, customer engagement and its marketing and communications. Julian has led the Customer Service Excellence project for the library service since 2016 and the library is now in its third three-year cycle with an outstanding record of continuing improvement as evidenced by 14 of the 57 areas graded as Compliance Plus in its 2023 assessment.

In his presentation, Julian will discuss the Customer Service Excellence Journey, that both the Library Service and he personally have been on since 2016 with advice to those setting out on their own journeys and to those looking to maintain the award.

Rowan Williamson is Associate Director for Library Services at UAL, and has been leading the department through the customer service excellence award process since 2016, with year on year improvements in results. Library Services were recognised by Assessment Services (who provide their accreditation) in their annual awards last year, receiving the award for ‘Maintaining a customer focused organisation’.

UAL has held the CSE standards since 2016, and Rowan will explore ways to evidence a commitment to customer service and build a compelling narrative to meet the standard through case studies as well as metrics.

Simon Gower joined the University of Sussex Library in December 2022 following ten years in secondary and further education. Taking on a new role in a new team responsible for the overall student experience across the library, including managing the online and face-to-face service points, service design and the Library membership team, leading on reaccreditation for Customer Service Excellence was one of the first major aspects of this new role.

Simon will discuss approaching the Customer Service Excellence framework from a fresh perspective, looking at collaboration, collation and submission of evidence to get the most out of the award.


Woburn House Conference Centre – UUK Boardroom

20 Tavistock Square London WC1H 9HQ

£90 for members
£180 for non-members

Cancellations less than one week before the event will be charged a 50% cancellation fee. In the event of a ‘no-show’ on the day, the full non-member fee will be charged.

Electronic CPD attendance certificates can be provided on request. Please request via


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