Customer Service Administrator

at  Royal Agricultural University

CUSTOMER SERVICES ADMINISTRATOR

Job Description
The Role
Job title: Customer Service Administrator
Department: Commercial Services and Facilities
Responsible to: Customer Services Team Leader
Location: Royal Agricultural University, Cirencester
Salary: Grade 4: £22,680 – £25,742 per annum dependent upon experience
Term: Full-time (35 hours) or Part-time hours on a rota to include evenings,
weekends and Bank Holidays (during vacation periods the hours of
work may be changed by mutual agreement).
Relationships with: Staff, students, customers, contractors, and other relevant
stakeholders
Purpose
The Customer Services Administrator will work as part of a team under the direction of the Customer
Service Team Leader, to deliver a consistently high level of customer service and act as an
ambassador for the University. They will provide and maintain a service that is fit for purpose, safe
and legally compliant in order to support University strategies to positively impact the staff, student
and visitor experience and fulfil Service Level Agreements.
The Customer Services Administrators will be at the heart of the University’s reception provision
across all University sites. This is a pivotal role at the RAU, acting as the first point of contact for
visitors and callers to the University, greeting, welcoming, and directing them appropriately.
Key Responsibilities
1. Act as the first point of contact for the University, offering a warm and professional welcome,
and demonstrating equality of opportunity and respect for diversity.
2. Undertake all general reception duties, administrative tasks and operational procedures
relating to the daily operations of the University receptions. Assist staff, students, customers,
contractors, and other stakeholders, with queries and administration tasks.
August 2024
3. Receive all incoming calls to the University, assist visitors and manage the reception email
account. Respond to enquiries, complaints and other ad hoc queries. Ensure all queries are
resolved or progressed quickly and efficiently.
4. As required, monitor and action the security CCTV, burglar alarms and fire alarms located
within the Lodge. Instigate emergency procedures as required.
5. Coordinate requests for first aid, and report them to the Duty Officer or Duty First Aider as
required. Monitor and re-fill first aid boxes. Ensure that accident and incident reports are
completed on the Engage system.
6. Work with the Estates & Facilities team to ensure the effective operation of car parking, access
control barriers.
7. Manage residential key allocation requirements as instructed.
8. Monitor and maintain compliance with all Health & Safety legislation and all University policies
and procedures.
9. Take delivery of student guns in accordance with University’s Shotgun Policy and store
appropriately.
10. Assist with Bed & Breakfast and conference reservations including: key allocations; check in
duties; bookings; payments; preparing invoices. Act as the point of contact and provider of
the internet connection instructions and charges for conference guests.
11. Sort and distribute all incoming mail and parcels. Prepare all outgoing mail for collection,
including the coordination of courier services.
12. Process ad hoc maintenance requests to the Maintenance team via the Quemis system.
Contact the Duty Officer as and when required and liaise with on-site staff.
13. Arrange car, mini bus and coach hire and book taxis. Check, book and confirm travel
arrangements as and when required.
14. Receive and record lost property.
15. Sell products held in reception and complete daily till reconciliations.
16. Conduct site tours as and when required.
17. Compile the end of shift report ensuring that actions are dealt with or escalated accordingly
and hand over to the day/night team.
18. Be willing to work flexibly to help cover team absences when necessary.
19. Carry out other duties appropriate to the grade as requested by the Customer Services Team
Leader.
General responsibilities:

The University is committed to equality of opportunity. All staff are required to comply with
current legislation, University policies and good practice guidance.
August 2024
All staff are required to act in a way that safeguards the health and wellbeing of children and
vulnerable adults at all times. The post holder must be familiar with and adhere to appropriate
safeguarding policies and guidance and participate in related mandatory/statutory training.
Managers have a responsibility to ensure their team members understand their individual
responsibilities with regard to safeguarding children and vulnerable adults.
All staff are required to participate in the University appraisal process and should ensure they
are familiar with the process and plan time to prepare for their appraisal. Following the
appraisal, staff are expected to undertake in any necessary learning and development and
work towards the objectives that have been set.
The University expects staff to attend any training designated as mandatory and to undertake
learning and development activities to support their role. Managers must facilitate learning
and development within their teams.
It is a condition of employment that staff will not disclose any information obtained in the
course of their duties other than to those entitled to receive it. The post holder must ensure
that the confidentiality of personal data remains secure and that restricted information or
highly restricted information to which they have access remains confidential during and after
their employment at Royal Agricultural University. All staff must undergo appropriate data
protection training as required.
All absence from work must be reported in accordance with the University’s absence
procedures and recorded on iTrent.
The University acknowledges its responsibility to provide a safe, smoke free environment, to
its employees, service users and visitors. It is the policy of the University not to allow smoking
on University premises other than in specifically designated areas.
Person Specification
Requirements Essential Measured By
The post holder must be able to demonstrate: or A) Application Form
Desirable B) Interview
C) Presentation

QUALIFICATIONS:

A good standard of general education to GCSE level including E A
numeracy and literacy
Shot Gun licence (full training can be provided and the E A, B
licence can be applied for by the University)

KNOWLEDGE, EXPERIENCE AND SKILLS:

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Excellent telephone manner E A, B
Strong customer orientated approach and demonstrable E A, B
customer service skills
Excellent communication skills at all levels E B
Computer literate with experience in MS packages E A, B
Numerate with till experience D A, B
Ability to complete end of shift reports, input incidents and E A,B
accidents in the H&S system
Ability to work under own initiative and be resourceful in E A, B
approach to problem solving
Well-developed communication skills including tact, diplomacy E A, B
and sensitivity
Ability to work effectively as an individual, as part of a team E A, B
in partnership with others; pass on knowledge to others
Ability to develop and maintain good working relationships E A, B
across the University
Application Procedure

If you are interested in applying for this role, please send:

• University Application Form together with the Equal Opportunities Monitoring Form available on

the University website www.rau.ac.uk) – you may attach your up to date CV if you wish to add

additional information.

• Details of two referees who must be people who can comment authoritatively on you as a person

and as an employee in relation to the level of the post, and must include your current or most

recent employer or their representative.

• Please forward to the HR Team, Royal Agricultural University, Cirencester, Gloucestershire, GL7

6JS or via email to jobs@rau.ac.uk stating where you saw the advert for the role

• Closing date: 15 September 2024 with Interviews on: 24 September 2024
• Should you be selected for interview please be aware that we are unable to reimburse interview

expenses.

If you are interested in applying for this role, please send:

• University Application Form together with the Equal Opportunities Monitoring Form available o

6JS or via email to jobs@rau.ac.uk stating where you saw the advert for the role

• Closing date: 15 September 2024 with Interviews on: 24 September 2024
• Should you be selected for interview please be aware that we are unable to reimburse intervie