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Our community is made up of 30,000 students from 150 countries, 8,000 staff, including 1,500 of the world’s leading academics and over 300,000 alumni in 205 countries across the world...
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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 (6am start) and late shifts (10pm finish), including weekends and bank holidays.
Main duties and responsibilities
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 StarRez, 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.
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