davison building

The Student Services Centre


Meet the Student Services Centre team

As the start of term approaches, many of our student support teams are receiving a very high volume of queries via phone and email, particularly the Student Services Centre team.

We are working very hard to reply to queries as quickly as we can, but please be aware that there may be a delay in receiving a response. We are dealing with your requests on a first-come first-served basis, and will be in touch as soon as possible. Thank you for your continued patience. Our student intranet and Welcome Week website contain lots of information regarding start of term and might be helpful in answering some of your queries.

From Monday 16 September to Friday 20 September 2019, the Student Services Centre will be open from 10.30am to 5.30pm to answer your queries in person, over the phone and by email. 

 

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 Davison Building 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
  • If the Centre is closed we will alert you to this via our voicemail message

If you email us at studentservices@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
  • Resolve your query within three to five working days.
  • Keep you informed of any on-going queries, and let you know when the Centre 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

2019/20 Academic Year

Term-time:

8.30am to 6.30pm Monday to Friday

Vacations:

9.30am to 5.30pm Monday to Friday

Closure days

The Student Services Centre is also closed on the following days throughout the 2019/20 academic year:

  • 10 September 2019
  • Further dates will be confirmed here shortly

Statistics

In 2017:

  • We were open for a total of 2058 hours
  • We answered a total of 47,611 queries
  • We answered 10,404 queries in person
  • We received 24,327 emails
  • We issued 2,339 replacement College cards.

In 2016:

  • We answered 36,983 queries
  • We helped with 2,035 exams questions
  • We issued 2,860 replacement College cards
  • We issued 1,870 interim transcripts
  • We helped 971 people find the right office or location on campus

How can we help you?

Business_People_round_table-486140535

Meet the team


 

bryony-jones

Carol Chan, Student Services Centre

Elsa_Williamson_2018

Bryony Jones

Manager

Carol Chan

Assistant Manager

Elsa Williamson

Assistant Manager 

Tanya_Mohammed_2018

Beccy_White_2018

Tanya Mohammed

Supervisor
(Communications)

 

Beccy White

Supervisor
(Contact Centre) 

Georgie_Mitchell_2018 

nasir-abu-sohid 

Georgie Mitchell

Senior Advisor
(Walk-in Centre)

 

 

Nasir Abu Sohid

Senior Advisor
(Contact Centre)

nihal-abdul-ahad

Anam_Mahmood

Nihal Abdul-Ahad

Advisor

 

Anam Mahmood 

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]