Customer Service Supervisor

• See the FAQ page for help with any problems.

BU04081

Sport

4

Permanent

Head of Sport

21-08-2026

We are seeking a full-time, permanent, Customer Service Supervisor to supervise and manage front of house service to all visitors, University students and staff.

You will have experience of providing excellent customer service as well as good IT and administration skills. You will work well in a team and have good interpersonal and communication skills as well as the ability to work on your own initiative. Applicants should have a minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area or equivalent experience of working in a customer care area with experience of being the first point of contact.

The successful candidate will be expected to start as soon as possible. The ability to communicate in Welsh is essential for this post. This post is subject to a satisfactory enhanced Disclosure & Barring Service check.

Closing date for applications:
Friday 21st August 2026

Informal enquiries can be made by contacting:
Sam Wallwork, Head of Sport, email

To provide a customer focused front of house service to all University visitors, students and staff.

• Manage sports centre front of house rota with annual leave and sickness cover. Responsible for implementing training program for full time and casual staff. Managing direct debit and staff salary membership schemes.
• Managing all aspects of front of house system, issues or new online software developments. Working with management team to improve and develop front of house services leading on technology changes or updates with software.
• Provide a warm welcome to all visitors, staff and students, offering a customer focused service both via face-to-face and telephone interactions, through the medium of Welsh and English.
• Deal with all enquiries and provide relevant information, where appropriate directing these communications to the correct department/ staff member.
• Make decisions about requests, complaints and emergencies. Exercise judgement in taking appropriate action, where necessary elevating issues to a supervisor/ manager.
• Carry out clerical tasks such as typing, photocopying, filing, use of email and data entry.
• Develop an understanding of all front of house services in the University (Brailsford, Pontio, Main Arts) in order to provide cover in any location.
• Be responsible for using a range of specialist booking systems and to provide support to new staff enabling them to use these systems effectively.
• Capturing customer information in accordance with the Data Protection Act.
• Be responsible for taking payments, making customer refunds and daily cashing up/ preparing banking.
• Collect and collate customer feedback as requested by managers.
• Where appropriate, seek opportunities to upsell and cross sell products and services.
• Make suggestions on how services could be improved for both the internal and external customer.
• When required assist with the setup of events and brief volunteers.
• Provide a reception service and support for conferences and large events.
• Provide data reports on membership and court sales
• Provide support with departments marketing and promotion of it's products.
• Carry out any other duties as required by the line manager that are commensurate with the grade.

• The post holder will be expected to participate in performance review and developmental activities.
• The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Policy and the Welsh Language Standards.
• The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for him/her self and for other members of staff, students and visitors affected by his/her actions or inactions. The post holder is also required to comply with all applicable health and…