Nicole Gower, Vice-President, Professional Services, launches the Professional Staff Service Charter – designed to ‘supercharge’ the University’s established strength in service excellence. 

Recently I provided a progress snapshot of our ongoing work to improve systems and processes at Macquarie, including refinement of our service delivery models. Through this work we have been determined to put the people we support – our students, our colleagues and our external stakeholders – at the centre of what we do. 

Today, I am proud to share with you a key deliverable in this program of work – one that will help us further strengthen our service culture into something truly distinctive amongst Australian universities. 

Macquarie University’s Professional Staff Service Charter has been designed by staff, for staff, as a guiding framework to maintain the high standard of service we all aspire to: 

Our four core principles of service excellence at Macquarie are: 

• Agility – which involves us being adaptable, open minded and responsive to meet the evolving needs of the University community 
• Partnership – which recognises that we deliver the best services when we work together and communicate effectively 
• Clarity – where we strive to deliver clear, simple and seamless services 
• Empowerment – where we work to remove barriers so that members of the University community can achieve their objectives. 

Over the coming months, professional teams will explore how each of these principles will be brought to life within their local areas. Manager-led discussions and themed workshops will provide opportunities for teams to discuss strengths and opportunities and co-design service excellence in their local context. 

Resources to support managers and teams through these discussions – including workshop guides – are available on the Professional Staff Charter SharePoint.

This work will also be supported by Service Advocates – a network of outstanding professionals who will model the principles of the charter and amplify the voices of our students and stakeholders. I see so many staff across our University demonstrating service excellence every day and I encourage you to reach out to your manager if you are interested in becoming a Service Advocate. 

The University will recognise individuals and teams that demonstrate the principles of the Professional Staff Service Charter at the Vice-Chancellor’s Excellence Awards for Professional Staff next year. In the meantime, I look forward to hearing how you are using the Charter to improve service in your area.

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Visit the Professional Staff Service Charter SharePoint.