Before the start of the Covid-19 pandemic the Student Enquiry Centre (SEC) provided a blended service of replying to student enquiries via a drop-in service from Monday to Friday, over the phone and emails. However, as a result of Covid-19 SEC has adapted a number of its processes to become more of a remote service in order to meets the needs and expectations of its customers (Students).
In the last 16 months from the 23rd March 2020 to the 01st of June 2021, SEC has provided a limited drop-in service because of social distancing rules in the workplace and national lockdowns but has responded to over 35,000 enquiries that ranged from enrolment to examinations.
From the 01st May to the 31st May SEC received 1789 enquiries. SEC responded and closed 1761 at the first attempt. The remaining enquiries enquiries where responded and closed at the 2nd attempt because the enquirer requested further information.