POSITION DETAILS

Campus Services
Location: University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £32,546 to £35,116 with potential progression once in post to £39,355
Grade: 6
Full Time, Fixed Term contract up to October 2026
Closing date: 6th August 2025
This role is also open as an internal secondment opportunity which would need to be agreed by your current line manager.

CORE COMPETENCIES/TRANSFERABLE SKILLS

Working at this level, you will be able to develop and successfully use the core competencies/transferable skills outlined in each of the areas shown below. As appropriate for the level, our Birmingham Professionals will take ownership for getting things done. You will be expected to be flexible as required in supporting your department and wider University.

ROLE SUMMARY

The Customer Service Manager will be responsible for the delivery of an efficient accommodation service to students and guests of the University of Birmingham, ensuring that excellent customer care is provided at all times.
There are five Customer Service Managers across the student villages, each one taking responsibility for circa 700-1000 bed spaces, and the experience of the students living within them. In addition, Customer Service Managers also take on individual responsibility for various elements of our services, for example international students or summer conference trade.
This post is ideal for an individual with energy, drive and ambition and for someone who wants to make a positive impact on our service. The post holder will need to be self-motivated and able to produce innovative ideas to improve our service as well as the ability to achieve challenging performance targets.

MAIN DUTIES

• Ensure that all accommodation is fully compliant with University of Birmingham Health & Safety Policy, statutory regulations and the UUK Code of Practice. Identifying and resolving safety hazards and risks and responding to incidents, including fire alarm activations.
• Investigate student complaints and ensure that resolution is found in a timely manner or escalated for more serious complaints. This can sometimes include dealing with challenging customers, and also their parents when your ability to respond may be limited by data protection/confidentiality restrictions.
• Investigate incidents which occur in or around the accommodation and respond to situations which may on occasions be challenging. This can include resolving shared living problems and which can require action against residents related to breach of contract.
• Resolve issues or incidents with the appropriate level of involvement from University of Birmingham Security, emergency services and the other managers and staff. This can include being the first response to students experiencing difficult issues, including complex mental health concerns.
• You will be responsible for ensuring that the accommodation is maintained to a high standard of cleanliness and repair when in use, including over the summer for conferencing or other occupation.
• Monitor the progress and quality of any maintenance and cleaning work undertaken ensuring that such work is completed in accordance with performance specifications.
• Undertake room and communal area inspections ensuring that every flat is visited each term and findings are documented along with any customer feedback given by occupants.
• Identify structural/service improvements for consideration during the cyclical maintenance programme of works.
• Be a CS ambassador on University Open Days, external visits, Accommodation Open Days and similar events ensuring that the accommodation and services are promoted positively and professionally.

ROLE CONTEXT

Roles at this level will require expertise and a detailed understanding of methods, systems and procedures in an administrative or professional area. You will either use specialist knowledge or have more of a planning/co-ordination/project role, or a role which is supervisory in nature, where you may manage a team doing similar kinds of work. You will have the opportunity to exercise a high degree of personal responsibility and initiative, which you will use to resolve queries; you will use your judgement to deal with unforeseen problems and circumstances, all with limited guidance/supervision.