Senior Customer Services Officer (REDPLOYMENT ONLY) in London

Please note: This role is only open to redeployees at City St George's. Applications from individuals who are not redeployees will not be considered at this time.

City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution. The combined university is now one of the largest higher education destinations for London students, combining a breadth of disciplines across health, business, policy, law, creativity, communications, science and technology. Our students are at the heart of everything that we do, and we are committed to supporting them to pursue their career and personal ambitions. Our research is engaged, at the frontier of practice and has a positive impact on the world around us.

The Estates, Environment and Facilities (EEF) Team plays a leading role in the successful operation of the University. The Service Desk, the core channel through which EEF services are accessed and delivery co-ordinated, sits at the heart of this success. This newly created role provides supervision of the Service Desk and development of customer service standards to bring the service into line with the high expectations of our customers.

Responsibilities

• The role involves the development and implementation of customer service and communication standards to centre our customer needs.
• Responsibilities include development of communication standards and process, managing effective feedback and complaints mechanisms, and identifying trends or emerging issues before they escape into more significant concerns.
• The role also requires supervision of a small unit and day‑to‑day management of our Service Desk software.

Person Specification

• The ideal candidate will have experience within a fast-paced environment, preferably within an estates or facilities context.
• An understanding of estates operations in higher education or health care would be desirable, though not essential.
• The successful candidate will draw on experience of developing successful processes to improve communication and engagement and bring a positive approach towards problem solving.
• Technical skills to maintain and develop service desk software will be very valuable, as will the knowledge of how best to line manage a small team.
• And critically, the role requires a skilled communicator with excellent interpersonal skills.

Additional Information

• Closing date for applications: 8 November 2026 at 11:59pm
• Interviews are scheduled for: TBC
• The selection process will involve an interview. Further details will be confirmed at the interview stage.
• If the selection process will include a presentation or test, please provide details and be prepared to accommodate any reasonable requests for candidates with a declared disability or who are making an application under the Guaranteed Interview Scheme.

City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.

City St George’s, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors. We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background. City St George’s operates a guaranteed interview scheme for disabled applicants.