Passion for giving back wins award for Student Services Call Centre team
What started as a desire to support students in need and vulnerable groups in communities, has grown into an award-winning initiative for the University of Pretoria’s (UP’s) Student Services Call Centre team (SSC).
The SSC team, led by Nokulunga Zulu Operations Manager for User Support, won the Best Citizen Experience Initiative at the Customer Experience Africa Awards in November, for its Sanitary and Clothing Drives.
The award, which the team received at the Customer Experience Management Africa summit in Sandton, recognises public-sector programmes that significantly improve how citizens access essential services, especially those that advance inclusivity and support underserved communities.
“Winning in this category is especially noteworthy given the calibre of institutions we competed against, including major public-sector departments such as the Department of Social Development. This achievement highlights the University of Pretoria’s leadership in service innovation and community support, positioning the SSC as a model for meaningful youth engagement in the higher education landscape,” said Jacob Maloka Assistant Director for User Support at the Department of Enrolment and Student Administration.
The team’s decision to support students was driven by frequent calls from female students about assistance with sanitary towels and the desire to help those in need. Having access to a consistent supply of these products was a challenge for many students facing financial challenges.
Soon after assisting the students, the programme blossomed beyond UP to children in care facilities and the elderly community members, reflecting the SSC team’s wish to go beyond its day-to-day duties at the call centre and provide meaningful support.
“Service is not only what happens on the phones, through email or across the counter. It is also about how we show care for the people around us,” she adds.
Over the years since 2021 when it began, the project has donated more than 600 packs of sanitary towels, several bags of clothing and toiletries and sanitary towels to UP students at the Asterhof and Zinnia residences. Children at two orphanages in Pretoria received clothing, toys and essential items, while citizens at the Sunnyside Old Age Home benefitted from clothing drives.
The sanitary products and clothing were contributed by the SSC team, which also made monthly financial contributions, starting from R10 per person, that were used to purchase sanitary towels in bulk. The initiative was driven entirely by voluntary donations rather than formal funding, which allowed the team to support both students and surrounding communities through a collective effort. In addition to the team’s contributions, the SSC also reached out to other UP departments for support.
For the project, Zulu was supported by a team consisting of Dikeledi Wana, Lebohang Mokoena and Patrick Maseko (User Support team members), under the leadership and guidance of Jacob Maloka (Assistant Director, Student Services). Together, the team coordinated the planning, collection, organisation and delivery of donations, and ensured that support reached both students and community beneficiaries in a dignified and meaningful way.
“Winning the award is a collective achievement that reflects the compassion, commitment and teamwork within the SSC. It recognises the effort of a team that gave its time, resources and support generously to make a difference. The recognition is sincerely appreciated, as it shows the impact that can be achieved when people work together with a shared purpose that goes beyond daily operational responsibilities,” a proud Zulu concluded.
The project is currently on pause as the team re-strategises and works on securing broader support and consistent resources. Collections will resume at the Humanities Building 6-13 on the Hatfield Campus next year, once the team has found a way forward.
Be on the lookout for a campus-wide announcement on the resumption of the project and how you can lend a hand!