Customer Service Excellence
Customer Service Excellence Awards
ISS received the Customer Service Excellence award (in a joint application with Academic Registry and Student Services) in March 2013. This is the UK national standard of customer service excellence for public sector organisations and is overseen by the Cabinet Office.
To achieve the Customer Service Excellence award, ISS submitted documentation and underwent an assessment visit in March 2013. This included interviews with University students and staff to ensure that we met the required level of service in five areas:
- Customer Insight
- The Culture of the Organisation
- Information and Access
- Timeliness and Quality of Service
ISS is proud to have received the Customer Service Excellence award as a confirmation of our commitment to customer service.
Careers and Employability: The Careers and Employability Service is accredited to the Matrix quality standard for information, advice and guidance services. It forms part of Information Services and Systems, and is located in the Library.
How to Contact Us
How to find us
The Library and Information Centre is Building 7 on the campus map;
The Library is on the main Singleton campus, while the South Wales Miners' Library is on the nearby Hendrefoelan campus.
There is a frequent bus service to the main campus, and a limited amount of pay and display visitor car parking is available on site. Drivers displaying a disabled badge will be directed by our porters to appropriate parking spaces. The main campus is about fifteen minutes by taxi from Swansea station.
Contacting Information Services & Systems
We welcome enquires, along with your views on how we might improve our service to you.
Please contact us if you have a query, comment, suggestion or complaint. If you’d like to make an appointment (for example, with one of your Subject Librarians) please let us know.
We aim to respond to you within three working days.
You can contact us in the following ways:
Telephone (answerphone when closed)
Issue Desk (renewals, overdues, fines): 01792 295178
IT Support: 01792 295060
Information Desk: 01792 295697
Information Services & Systems
Swansea SA2 8PP
You can also find us on and
Complaints about ISS services will be forwarded to the appropriate member of ISS staff responsible for that service. If they cannot resolve the problem then you will have the opportunity to discuss it further with the Director of ISS, or one of the Deputy Directors. If, exceptionally, this still does not resolve the problem, then a formal complaint can be made under the ISS Complaints Procedure