Sport & Fitness Receptionist - UoB Sport & Fitness - 55516 - Grade 3 in Birmingham

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £25,977 to £27,506

Grade: 3

Full Time, Permanent

Closing date: 18th May 2026

Our offer to you:

• People are at the heart of what we are and do.
• The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university.
• We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.
• We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential.
• Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University.
• 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.

Background:

The University of Birmingham is a global institution working within a diverse and vibrant City, offering an inspiring education to our students, and undertaking critically important research. Professional Services put students at the heart of all they do and enable an exceptional educational experience.

Departmental Overview:

Campus Services (CS) employs over 900 staff with a turnover exceeding £65m in the last financial year. CS plays a key role in the quality of the student, staff and visitor experience, providing services across diverse areas such as the University’s sporting facilities, food and beverage, cleaning, conferencing, hotel operations, day nurseries, Portering, post, branded and own-brand retail outlets, visitor services and attractions.

Sport & Fitness is responsible for operating the University of Birmingham's extensive sport and recreation provision. It caters for the whole sports continuum from elite athlete to beginner; it supports 6,500 members, 40+ performance clubs, over 50 sports scholars and offers an extensive participation and intra-league programme.

Role Summary:

At the University of Birmingham Sport & Fitness, we pride ourselves on delivering outstanding service to students, staff, and members of the wider community. Guided and supported by our Reception Team Leaders, you will play a key role in creating a welcoming and professional first impression for everyone who walks through our doors.

Main Duties:

• Provide a professional and friendly “meet and greet” first point of contact for all customers and visitors to Sport & Fitness.
• Deliver excellent customer service at all times, in line with internal guidelines.
• Maintain complete and current knowledge of all products and services provided by UB Sports.
• Answer incoming calls positively and warmly, accurately directing the caller to the appropriate people courteously and professionally.
• Respond to and resolve the vast majority of queries without needing to escalate, although judge when escalation is appropriate.
• Promptly report any system failures to the relevant department or supplier, chase progress and escalate as necessary.
• Take and deliver accurate phone messages, maintaining a neat and tidy reception area.
• Ensure the successful delivery of a 12‑month user engagement programme that enhances customer experience.
• Carry out administrative duties such as word processing, photocopying, laminating, filing and data inputting.
• Achieve and maintain Key Performance Indicators (KPIs) set for customer satisfaction, query resolution, and service delivery standards.
• Receive monies or take card payments as set out in the cash handling procedure.
• Complete sales and the onboarding of new members.
• Support the University’s sustainability agenda through resource efficient working.

Required Knowledge, Skills, Qualifications, Experience:

• GCSE grade D-G/1-3 or equivalent in English and Maths or equivalent level 1 qualification.
• Experience of working in a busy customer service or reception role.
• Good written and oral communication skills, including tactful and confident telephone manner.
• Proficiency with Microsoft office programmes including Word, Excel, and Outlook.
• Excellent interpersonal skills and attention to detail.

Informal enquiries to Mandy Griffiths, email: m.l.griffiths@bham.ac.uk