Customer Services Team Leader

Overview

At UWE Bristol, Accommodation Services provides a welcoming home to thousands of students and visitors each year. As Customer Services Team Leader, you will lead a team of Customer Service Assistants and Post Room staff, coordinate daily operations, and ensure the highest standard of service and support for students. You’ll be involved in welcoming new arrivals, supporting international students, improving post and parcel services, and leading annual student surveys.

The role offers variety and responsibility, including:

• Recruit and develop staff, manage rotas and workloads, resolve queries and complaints.
• Coordinate daily operations and foster collaboration across Accommodation Services and other university departments.
• Welcome new arrivals and support international students.
• Improve post and parcel services and contribute to the development of new communications and services.
• Drive sustainability initiatives and support student surveys.
• Build strong relationships and ensure the best possible student experience through proactive problem resolution and process improvement.

• Passionate about delivering exceptional customer service in a busy, people-focused environment.
• Strong organisational skills to manage rotas, workloads, and deadlines; proactive in resolving problems and improving processes.
• Ability to build relationships and collaborate effectively across departments.
• Right to work in the UK – you will need to provide valid documentation before employment begins.
• This role is not eligible for Skilled Worker visa sponsorship.
• Disability Confident employer status is relevant to recruitment; see Disability Confident details in the posting.

Accommodation Services operate across various locations. Frenchay Campus will be your primary base, with an expectation to travel to other campuses and accommodation sites regularly. This role is on-site for all working time.

• This is a part-time, permanent post, working 30 hours per week – Tuesday to Saturday. 6 hours per day, typically 13:00 – 19:00 (to be discussed).
• Salary includes an enhancement for Saturday hours (time and a half).
• This post is not available on a job share basis.
• Salary offers aligned with the University’s salary assessment guidelines, reflecting relevant skills and experience.

Right to Work in the UK