We put students and clients first
We put students and clients first means:
This value expresses how we prioritise our activity. It means that we make decisions and take actions primarily for the benefit of our students and our clients. We strive to meet our students’ and clients’ needs and, no matter what we are doing, we think of the consequences for our students and clients ahead of other considerations.
This includes:
- Having a concern for the needs of all stakeholders but particularly those of students and clients.
- Recognising the role of LJMU in serving the wider community.
- Encouraging interaction with industry, the voluntary sector, regional bodies and cultural organisations.
Some behaviours that support this value:
- Seeking to demonstrate professionalism at all times when dealing with students and clients.
- Understanding and identifying who the students and clients are (internal, external, regional, national and
international). - Taking steps to understand students’ and clients’ individual expectations and needs and to treat these as a priority, addressing them appropriately.
- Caring about the needs of students or clients and going the extra mile where needed (even if this goes outside of specific job roles).
- Taking careful note of student feedback and acting on it appropriately.
- Taking any student or client complaints seriously and acting to resolve these promptly. If it cannot be resolved then to make sure that it is passed on to the appropriate person.
- Approaching decisions and actions from a student or client perspective and avoiding a “this is how we have always done it” approach.
- Reviewing current practices and processes with service to students and clients as the principal driver.
- Seeing it as our responsibility to support students as independent learners who have a personal and financial stake in their course of study.
- Making time to attend student-related activities (e.g. graduation).
- Setting out to convey a “can-do” attitude to all LJMU stakeholders (students, clients and the wider community including other LJMU staff).
- Supporting the role of LJMU in serving the wider community.
- Dealing with people as individuals and developing a unique relationship.
- Recognising gaps in knowledge and skills and taking ownership of development needs.
Examples of LJMU value in action:
- Delivery of the core business of teaching, learning and assessment.
- Introduction of the World of Work concept enables students to provide evidence to future employers of business related skills as well as academic achievement.
- Arranging field trips at times which help students with outside commitments and virtual field trips for disabled students.
- Partnership arrangements with external bodies - LJMU is involved in social and environmental activity through its membership of external boards and trusts such as
- North of England Zoological Society (Chester Zoo), Liverpool and Mersey Theatre Trust and Mersey Partnership.
- Community activities are encouraged through the Volunteering Scheme.
- Links and partnerships with employers and commercial organisations.
- Student related partnerships (e.g. Study groups, Northern Consortium UK, AIM Higher Greater Merseyside and Studio Residences).
- Development of tactile “maps” for blind students in biological sciences.
- Developing a student contract that articulates students’ rights and corresponding obligations.
- Introduction of Student Experience Programme to provide a single point of contact for students throughout their relationship with LJMU, making the adjustment to university life easier.
- Organising training/teaching to fit in with company and student timetables.
- Ensuring services are accessible to students when they want and need them.
- Payroll giving for student hardship.
- Trained staff to support students with special needs (e.g. sign language, scribes and setting up PCs in rooms during exams).
- Help students visually impaired with providing PCs with specialised software.
