19 April 2017

Estates staff address student housing conference

Estates Services staff were recently invited to speak at the Association for Student Residential Accommodation’s (ASRA) annual conference in Brighton.

Lisa Hofen, Deputy Head of Strategic FM, Kay Miles, Senior Event Marketing Manager and Katie Scheinkonig, Head of Residential Accommodation ran a workshop at the conference. They gave attendees an overview of how the FM and Residential Accommodation teams work at Oxford, before describing their respective journeys towards receiving Customer Service Excellence accreditation.

To break the ice they asked audience members from universities all over the UK to give the strangest student request they’d ever received, getting things started with the Oxford student who wanted to know where they could park their horse. This was followed by other exercises in which they had to identify customer priorities and produce a customer journey map to help them think about how to improve particular service areas.