HR Ops Customer Care Standards

Our Commitment to Customer CareÌý

The HR Operations (HR Ops) team has developed a set of five customer care standards that unify and align how we engage with and service our customers.ÌýÌý

Developing the Standards

These shared standards were derived from the 13 Community Standards as outlined in the Buff Way - a training designed and developed as a North Star for demonstrating a culture of care on campus - especially toward students and families. These standards, along with our shared HR purpose, vision, and core values, inspired the five customer care standards adopted by HR Ops.Ìý

Our standards include:Ìý

  1. Responsiveness: This means being timely and proactive, even during busy times. We are committed to keeping our customers updated and informed at regular and predictable intervals.

    • What you can expect: If you email us at HRmail@colorado.edu, someone is always minding that inbox and you will get a response within 3 business days – often much sooner!Ìý

  2. Accountability: This means owning our work, following through on our commitments, and learning from feedback.Ìý

    • What you can expect:We will address your request promptly and update you in the event that we need more information to complete the request.Ìý

    • Even if our team is unable to process your request, we will do our best to provide guidance on the correct next steps so you can get the help you need.Ìý

  3. Professionalism: This means we represent HR with respect, consistency, and reliability. We build trust through competence and courtesy.

    • What you can expect: ÌýIf you have a question we cannot answer because it resides with another HR department or campus/community agency, we will give you as much information as we can and will direct you to the right source.Ìý

    • We will always treat you with kindness and respect.Ìý

  4. Clarity: This means we provide accurate, clear, and consistent information. We will be clear on timelines, roles, and expectations, so we are on the same page as our customers.Ìý

    • What you can expect: ÌýWe will clearly communicate deadlines and expectations, so we stay on the same page and achieve our shared goal of transactional excellence and serving the employees of ÃÛÌÒ´«Ã½Æƽâ°æÏÂÔØ and the community.Ìý

  5. Partnership: We work across HR teams and with our campus partners to solve problems and deliver a seamless HR experience for our customers.Ìý

    • What you can expect: We'll work closely with other HR Centers of Excellence, our unit HR colleagues, and community partners to understand your needs and address any questions or concerns before they become issues.Ìý

To get to know our team better and how we can best serve you, check out the resources on our webpage and the trainings and information sessions we offer.Ìý

We look forward to serving our customers and campus partners!Ìý