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
Closing Date: 01/06/2026 at 23:55
Job Context
In this role you will be the first point of contact for many of our guests, and your team will rely on your skills to make a good impression on our visitors. You may also be asked to assist the site assistant team in accommodation preparation tasks. Positions are split across working at Vale Village and Selly Oak Village.
Job Summary
In this position you will mainly be based at a reception, ensuring our customer service is at its highest level. You may also play a key role in the preparation of Student Accommodation for our conference groups as well as supporting the summer programme and preparation for the start of the next academic year. You will be required to take a proactive approach to ensure accommodation is prepared to the highest standard and all tasks are completed on time.
Main Duties
* Provide a professional and friendly “meet and greet” first point of contact at the enquiry desk.
* Answer the telephone and transfer calls to the appropriate person promptly.
* Deal with queries, take details and, where appropriate, escalate or handle complaints.
* Check customers in and out, issuing keys where appropriate.
* Maintain a clean, tidy reception desk and surrounding areas.
* 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 inputting.
* Accept and sort post for delivery.
* Treat everyone with dignity and respect, supporting equality and valuing diversity.
* Assist Customer Service in auditing accommodation to identify maintenance and repairs.
* Assist with end‑of‑contract duties such as rubbish removal before cleaning and refurbishment.
* Assist with furniture and equipment removal and replacement; heavy lifting will be involved.
* Check inventories of furniture and fittings, ensuring accurate recording of faults or damage.
* Assist with preparation of accommodation for occupation, cleaning duties with training provided.
* Report maintenance defects to the Customer Service Team.
* Comply with security, health and safety issues, maintaining contact with reception during your shift.
* Provide a warm welcome to new residents in September 2026.
* Assist with check‑in of new residents, handing out keys and key cards.
* Process maintenance issues reported by residents, updating systems accurately.
* Deal with general queries from new residents.
* Perform other duties requested by the Customer Service Team to ensure residents, guests and visitors receive an excellent arrival experience.
Required Knowledge, Skills, Qualifications & Experience
* No previous experience required; training will be provided. An aptitude for manual tasks is desirable.
* Comfortable with face‑to‑face customer engagement.
* Comfortable entering flats occupied by residents.
* Friendly and approachable with an understanding of excellent customer service.
* Smart appearance.
* Good verbal and written communication skills.
* Attention to detail to keep accurate records during this busy period.
* Ability to work as part of a team and independently, using initiative when lone working.
* Self‑motivated, able to prioritise work.
* Proactive approach to work is desirable.
* Excellent work ethic and willingness to work flexible hours during this busy period.
Further Information
* Must be available to work key dates: 2nd July, 11th & 12th July, 19th & 20th September 2026.
* The role involves heavy lifting, such as removing rubbish and items from student accommodation.
Eligibility and Legal Statements
Only current University of Birmingham students may apply. If your course does not follow the usual academic term timetable, you and your supervisor must formally agree vacation periods if this role exceeds 20 hours per week. International students must apply for the appropriate authorised absence through the Registry.
Right to work checks will be required prior to commencing work.
Contact
For informal queries, contact Jonathon Scott (j.scott@bham.ac.uk).
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