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 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
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 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
Send you an initial reply or update within 24 hours and resolve your query within five 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

Visit us in the Davison Building
Telephone 01784 276641
Email us

Opening hours

2018/19 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 2018/19 academic year:

Thursday 21 February 2019 - partial closure from 11am to 2pm
Monday 1 April 2019
Wednesday 17 April 2019
Tuesday 18 June 2019
Friday 2 August 2019
Friday 9 August 2019

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?

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Meet the team


Bryony Jones Manager	Carol Chan Assistant Manager

Tanya Mohammed Supervisor (Communications)	Elsa Williamson Supervisor (Walk-in Centre)	Beccy White Supervisor (Contact Centre)

Kara Ilsley Senior Advisor (Systems)	Georgie Mitchell Senior Advisor (Walk-in Centre)

Nihal Abdul-Ahad Advisor	Nasir Abu Sohid 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]