Customer Services Assistant

Overview

The role of Customer Service Assistant is a key role in supporting students, staff and visitors. A customer focused personality is essential, along with the ability to provide advice, support and general information to a diverse audience. The role involves working across two customer services reception desks, both at Ranmoor and Endcliffe, as well as managing telephone and email communications. We are looking for an enthusiastic and self‑motivated individual with excellent customer service skills, with a flexible approach to covering early shifts (6 am start) and late shifts (10 pm finish), including weekends and bank holidays.

• Provide excellent and professional customer service for students, visitors and staff.
• Handle enquiries via phone, email and in person from students, staff, and external stakeholders. Coordinate with the University security team for student lockouts.
• Act as a first point of contact, to resolve complaints promptly and effectively.
• Assist with bedroom allocation for ad‑hoc cohorts including summer conferencing and respond to guest enquiries.
• Record daily deliveries, post and lost property; prepare outgoing mail for students and staff.
• Manage distribution and return of keys/fobs for accommodation buildings including cycle storage and car parking permits.
• Support the management and auditing of 9,000 building keys, including daily and annual checks.
• Coordinate with the Accommodation Office and Residence Life to allocate emergency rooms.
• Process card payments for keys, fobs, and laundry cards; reconcile daily and ensure PCI compliance with Finance.
• Log maintenance enquiries via Star Rez, coordinate with contractors and staff, and notify residents of planned maintenance.
• Manage the site entrance barrier system at Ranmoor & Endcliffe sites, controlling access as needed.
• Assist with Intro Weekend and semester changeover preparations, including key preparation, welcome packs, fob programming, and coordination with other University sites.
• Support student arrivals and departures during Intro and Exit Weekends, ensuring keys are checked in/out and rooms are inspected for vacancy.
• Support the recruitment of new students by conducting Open Day accommodation viewings, leading campus tours, and assisting at information stands.
• Carry out other duties, commensurate with the grade and remit of the post.

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and are respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

• Good general level of education, e.g., GCSE standard or equivalent.
• Experience delivering high‑quality customer service in a fast‑paced reception setting.
• Ability to efficiently respond to queries by telephone, in person and by email.
• Strong IT skills, able to use technology to enhance customer interaction.
• Capability to take ownership and develop innovative solutions to problems.
• Capable of managing customer queries and complaints efficiently, escalating to management when necessary.
• Ability to effectively manage conflicting priorities, plan and prioritise workload.
• Decisive, quick‑thinking with an adaptable approach to work.
• Flexible with willingness to embrace change.
• Professional appearance in provided uniform; alternating shift pattern experience advantageous.
• Ability to work as part of a team and independently, using initiative.
• Excellent organisational, planning and time‑management skills.

Grade: 3
Salary: £23,742 to £24,685 per annum with potential to progress to £25,804 per annum
Work arrangement: Full‑time
Line manager: Alison Helliwell
Direct reports: Customer Services Team Leader

It is anticipated that the selection process will take place in January 2026. This will consist of an interview and complaint‑based exercise. We will also ask you to spend 30 minutes or so…