Job Description
Post title: Customer Service Advisor
College/Division: Campus Services
School/Department: Vale Village
Full time/Part time: Full Time
Start Date: 29/06/2026
Grade: 2
Hourly rate: £13.45 per hour plus holiday entitlement
Number of positions available: 4
Responsibilities
* Work as the first point of contact for guests, maintaining a professional and friendly “meet and greet” enquiry desk.
* Answer telephone calls and transfer them to the appropriate person in a timely manner.
* Deal with queries, record details, and escalates where appropriate, including complaints where possible.
* Check customers in and out, issue keys when appropriate.
* Maintain a clean, tidy reception area and surrounding spaces.
* Report system failures (IT, door access, fire alarms, phone system) to the relevant department or supplier.
* Carry out administrative duties such as photocopying, laminating, filing and data entry.
* Accept post and sort it in readiness for delivery.
* Treat everyone with dignity and respect, supporting equality and valuing diversity.
* Assist the Customer Service team in auditing accommodation to identify maintenance and repairs.
* Support end‑of‑contract/vacation duties, e.g., rubbish removal prior to cleaning or refurbishment.
* Help with furniture and equipment removal and replacement, including heavy lifting; a good level of physical fitness is required.
* Check inventory of furniture and fittings within accommodation, ensuring accurate recording of faults or damage.
* Follow the Customer Service team’s instructions for full preparation of accommodation for occupation.
* Report maintenance defects to the Customer Service team.
* Stay fully aware of and comply with security and health and safety issues at all times.
* Provide a warm welcome to new residents in September 2026, including handing out keys and key cards.
* Process maintenance issues reported by residents using the required procedures and update systems accurately.
* Deal with general queries from new residents.
* Perform any other duties requested by the Customer Service Team that ensure an excellent arrival and welcome experience for residents, conference guests, and visitors.
Qualifications
* No previous experience required; full training will be provided.
* Aptitude for undertaking manual tasks is desirable.
* Comfortable with face‑to‑face customer engagement.
* Comfortable entering flats occupied by residents.
* Friendly and approachable personality and an understanding of the importance of excellent customer service.
* Smart appearance.
* Good verbal and written communication skills.
* Attention to detail to ensure accurate records are kept and updated.
* Ability to work as part of a team and to use initiative when lone working in areas is required.
* Self‑motivated and able to prioritise work, working individually and as part of a team.
* Proactive approach to work is desirable.
* Excellent work ethic and willingness to work flexible hours during this busy and challenging period.
Further Information
* Must be available to work the key dates: 2nd July, 11th & 12th July, 19th & 20th September 2026.
* Role involves heavy lifting, such as removing rubbish and items from student accommodation.
Employment Conditions
* Only current University of Birmingham students may apply; non‑students will not be considered.
* Students can work up to 20 hours per week during term time for a maximum of 13 consecutive weeks. If the role exceeds 20 hours per week, students must formally agree with their supervisor on vacation periods.
* International students must apply to the Registry for the appropriate authorised absence.
* Work requires completion of a right‑to‑work check prior to commencement.
Contact
For informal queries, please contact Jonathon Scott (j.scott@bham.ac.uk).
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