Customer Service Advisor - Campus Services - 97362J1 - Grade 3 at University of Birmingham

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £25,618 to £27,126

Part Time (18 hours per week)

Fixed Term contract up to January 2027

Our offer to you

• Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.

Role Summary

• Student Living at the University of Birmingham have an exciting opportunity to join our team as a Customer Service Advisor. In this pivotal role, you will play a key part in ensuring a comprehensive and efficient accommodation experience for all students.
• The team play a major role in ensuring that university owned and managed bed spaces are fully occupied and that excellent customer care is always provided. The Student Living team provides advice, information and support to students living in University owned accommodation and the private sector.
• This Customer Service Advisor role, situated within the Business Development Team at the Student Living Hub in University Centre, requires the post holder to provide direct customer and administrative support. Key responsibilities include assisting with accommodation allocations, transfers, private sector contract verification, and general guidance. The role encompasses responding to customer inquiries across multiple channels (in-person, email, telephone) and performing general office administration.
• The post holder will represent Student Living at various outreach events, including Open Days, Webinars, and Offer Holder Days.

Main Duties

• Deliver a high-quality service to all visitors at the Student Living Hub.
• Respond promptly and effectively to customer enquiries across all channels (in-person, email, telephone, and social media) concerning a full range of accommodation issues.
• Advise students on appropriate housing options, including University, Partner, and private sector accommodation.
• Provide updates to the wider team on Key Performance Indicators (KPIs) and trends related to customer enquiries.
• Manage the accommodation transfer process and requests for early release from accommodation.
• Handle complaints confidently and efficiently, escalating issues to the relevant manager when necessary.
• Update the student record database, StarRez, ensuring records are current and all correspondence is logged accurately and professionally.
• Monitor knowledge bases and University websites to ensure their relevance, accuracy, and support a quality user journey.
• Ensure clear communication and effective information sharing with other Student Living departments and across the University.
• Maintain up-to-date knowledge of private accommodation options across Birmingham (training will be provided).
• Generate references for students moving into the private sector.
• Adhere to General Data Protection Regulations (GDPR), IT, Health and Safety, and financial policies, and other relevant legislation at all times, handling sensitive and confidential information professionally.
• Undertake any other duties commensurate with the grade of the post as required.

Further Details

• All post holders are expected to take their main annual leave period when the business needs permit and in agreement with the relevant line manager.
• During business-critical periods the post holder may be required to work full time hours and/or anti-social hours including weekends, bank holidays and University closed days.
• Hours of work will be flexible and as required to meet the demands of a business that can have a changeable pattern across the year, including evening and weekend work as required. This includes taking annual leave outside of the summer allocations period that runs from August to mid-September.

Required Knowledge, Skills, Qualifications, Experience

• Excellent customer service skills, with experience of providing customer service to a wide range of people from diverse backgrounds.
• Computer literate with the ability to use Microsoft Office. Advanced Excel skills is desirable. 
• Confident in telephone and in-person engagements, including in the delivery of presentations.
• Able and willing to work flexibly, working hours are set, however some evening and weekend work will be required.

Dimensions

• An organised individual with the ability to work well both within a busy and diverse team and independently deciding own short-term priorities and timetabling of tasks to meet agreed deadlines.
• Able to accurately judge the urgency of tasks and reliably, independently and consistently, prioritise their workload.

Problem solving and decision making 

• Enthusiasm and willingness to meet challenging and competing demands.
• A proactive and innovative approach to problem solving, with an ability to adapt to changing requirements and escalate issues where needed.
• Internal and external relationships
• Good interpersonal skills with the ability to communicate effectively with internal and external customers and staff, demonstrating a high level of discretion in dealing with confidential matter.

End Date: 18th March 2026