Customer Services Team Leader

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S alary: £27,319 - £28,301 with progression to £29,588 per annum

Newcastle University is a great place to work, with excellent benefits . We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Closing Date: 09 March 2026

Newcastle University is seeking to appoint a Customer Services Team Leader to join the Accommodation Services team within Estates and Facilities.

This role is central to delivering a high-quality, professional, and student-focused customer service across the University-owned accommodation receptions. You will lead and support a team of Customer Services Assistants, ensuring smooth day-to-day operations and consistently high service standards.

Reporting to the Assistant Customer Services Manager, the Customer Services Team Leader will act as a first point of escalation for complex customer queries and operational issues. The role requires a visible and approachable leadership presence, providing hands‑on support to staff and leading by example during busy periods.

You will work closely with a range of internal stakeholders and customers, including Accommodation Managers, Estates and Facilities colleagues, and University teams. You will represent Customer Services in meetings, contribute to operational planning, and support the coordination and delivery of key activities such as student intake periods, Open Days, and summer residential business.

Accommodation Services operates in a fast‑paced, student‑facing environment with significant peaks at key points in the academic year. The successful candidate will be comfortable adapting to change, supporting staff through periods of pressure, and maintaining a calm, consistent, and supportive approach. You should have excellent communications skills and demonstrable experience of working in a face‑to‑face customer service.

For a confidential discussion about his vacancy please contact Robbie Carruthers - Assistant Customer Service Manager,

To apply please upload a copy of your CV along with a cover letter evidencing how your skills and experience align to the person specification as outlined within job description.

Newcastle University is seeking to appoint a Customer Services Team Leader to join the Accommodation Services team within Estates and Facilities.

This role is central to delivering a high-quality, professional, and student-focused customer service across the University-owned accommodation receptions. You will lead and support a team of Customer Services Assistants, ensuring smooth day-to-day operations and consistently high service standards.

Reporting to the Assistant Customer Services Manager, the Customer Services Team Leader will act as a first point of escalation for complex customer queries and operational issues. The role requires a visible and approachable leadership presence, providing hands‑on support to staff and leading by example during busy periods.

The postholder will work closely with a range of internal stakeholders and customers, including Accommodation Managers, Estates and Facilities colleagues, and University teams. They will represent Customer Services in meetings, contribute to operational planning, and support the coordination and delivery of key activities such as student intake periods, Open Days, and summer residential business.

Accommodation Services operates in a fast‑paced, student‑facing environment with significant peaks at key points in the academic year. The successful candidate will be comfortable adapting to change, supporting staff through periods of pressure, and maintaining a calm, consistent, and supportive approach.

The post is full time, permanent.

• To supervise a team of staff responsible for providing reception cover at all three receptions, to ensure best use of resources and continuity, making sure that high levels of customer service are maintained at all times
• To manage all Reception related services and ensure that the reception team are proactive in finding solutions to customer issues. Daily they would ensure…