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The Student Services Centre


Meet the Student Services Centre team

Our vision

Our friendly and knowledgeable team are committed to providing outstanding customer service to ensure our students feel supported as individuals throughout their studies at Royal Holloway.

The Student Services Centre provides a central point of contact for enquiries and services in a way that is accessible to all. We are dedicated to responding to queries sensitively, fairly and efficiently; if we don’t have the answer to your query we'll work with you and our colleagues across the College to find the best solution.

To achieve our vision we will:

  • Keep a record of all enquiries to ensure that you never have to explain your situation more than once
  • Regularly train our staff so they have the knowledge to help with your query
  • Resolve your query as quickly as we can, keeping you informed of our progress
  • Actively promote the events and services that are available to you across campus
  • Continually review our services to ensure we are putting you at the heart of all improvements
  • Ensure our online presence is innovative and current, so that you can access the information you need, when you need it

What you can expect from us

If you visit us in the Windsor Building over the summer or in the Emily Wilding Davison Building from September 2017, we will:

  • Provide a friendly and welcoming environment with a variety of helpful and up-to-date materials
  • Not keep you waiting for longer than ten minutes to see an advisor
  • Aim to answer 75% of queries on the first visit
  • See you at the agreed time if you have an appointment

If you call us on 01784 276641, we will:

  • Answer in a polite and professional manner, confirming the service area you have come through to and who you are speaking with
  • Regularly monitor our voicemail so if for any reason we are unable to take your call we will respond to your message by the next working day
  • If the office is closed we will alert you to this via our voicemail message

If you email us at student-enquiries@royalholloway.ac.uk, we will:

  • Send an automated email to confirm your query has been received
  • Assign a query reference number to your email so it can be easily tracked and monitored
  • Send you an initial reply or update within 24 hours and resolve your query within three working days
  • Keep you informed of any on-going queries, and let you know when the office is closed.

When using our services we ask that you:

  • Present your College Card
  • Keep all appointments
  • Provide feedback when requested to help us to improve and enhance our services
  • Show consideration to other users and respect their privacy when they are talking to advisors and/or using the self-service PCs
  • Use the PCs in the Student Services Centre to access our services only

Contact us

Opening hours

Summer Vacation 2017

10am to 5pm Monday to Friday

2017/18 Academic Year

Term-Time:

8.30am to 6.30pm Monday to Friday

Vacations:

9.30am to 5.30pm Monday to Friday

Closure days

We will be closed on the following dates this academic year:

  • Friday 15 December 2017
  • Tuesday 2 January 2018
  • Monday 26 March 2018
  • Tuesday 17 April 2018
  • Friday 16 June 2018
  • Friday 27 July 2018
  • Friday 3 August 2018

Statistics

  • We answered 36,812 queries in 2015
  • We helped with 1,712 exams questions
  • We issued 2,641 replacement college cards
  • We issued 1,470 interim transcripts
  • We helped 1,239 people find the right office or location on campus

How can we help you?

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Meet the team


 

bryony-jones

Bryony Jones

Manager

Carol Chan, Student Services Centre

Carol Chan

Assistant Manager

rosie-pugh

Rosie Pugh

Supervisor
(Contact Centre)

melissa-roy

Melissa Roy

Senior Advisor
(Walk-in-Centre)

teresa-duddy

Teresa Duddy

Advisor

andrew-bassingthwaighte

Andrew Bassingthwaighte

Advisor

nihal-abdul-ahad

Nihal Abdul-Ahad

Advisor

nasir-abu-sohid

Nasir Abu Sohid

Advisor

Employee coffee table

Feedback


What to do if you have any feedback about the Student Services Centre

Feedback

We're always on the lookout for your thoughts and feedback to help us shape the Student Services Centre to better serve you and the student community at Royal Holloway. Leave a comment about the Student Services Centre

Complaints

We are committed to providing excellent customer service to ensure our students feel supported as individuals throughout their studies at Royal Holloway. If you are not satisfied with the service you have received from us or if you would like to make a complaint concerning the Student Services Centre, please send an informal complaint to us by email.

We treat all complaints seriously and fairly and we will respond to your complaint as soon as possible, within five working days.

We hope that most complaints will be resolved informally, quickly and to the satisfaction of the complainant, however if after contacting us you are dissatisfied with the outcome, you may wish to submit a formal complaint. Find out more information about making a formal complaint.

Read our student complaints procedure [PDF]