Student Casual – Customer Service Advisor – Accommodation – Grade 3 - 906007

Post title: Customer Service Advisor

College/Division: Campus Services

School/Department: Accommodation

Full time/Part time: Part time

Duration of the Post: 24/08/2026 – 02/10/2026

Grade: 3

Hourly rate: £14.27 per hour plus holiday entitlement

Number of positions available: 10

Closing Date: 04/08/2026 at 23:55

Please note that this vacancy may be taken down early depending on the number of applications received. We advise you to submit your application promptly.

Our offer to you:

At the University of Birmingham, Worklink is the dedicated student employment service which helps students to find flexible, well paid part-time roles that fit around your studies. Each year, the University invests more than £2.5 million to employ 3,000 of our own students in a wide range of roles, supporting our student community into part-time work. Roles available via Worklink include a range of positions, including administrative roles, support staff such as cleaners or baristas, research roles and many more.

Jobs through Worklink help you to gain work experience, develop skills relevant for your future career, and improve your soft and hard skills in a professional setting. Enhance your CV and get valuable experience ready for graduate roles and feel connected to your university and local community.

Our jobs are flexible and can be scheduled around your academic commitments, so you can focus on your studies first. Our team are passionate about supporting students into work. Worklink are based in a central location on campus which is easily accessible for students and can also be contacted online.

Job Context:

In this role, you may be the first point of contact for many of our students and our team will rely on your skills to make a good impression. The positions will be split across working at the Vale Village and Selly Oak Village.

Job Summary:

In this position you will be on one of our reception or satellite check in reception desks. You will be required to take a proactive approach to work in order to ensure that students have a warm welcome and help them move in to our accommodation by giving students their key cards and handling their enquiries to the highest standard. The role requires attention to detail to ensure that accurate records are maintained. The individual will be dedicated, committed and have a passion for delivering excellent customer service during this very busy period for Student Accommodation. To support the Customer Operations Team Leader and Customer Service Management Team.

Main Duties:

• Offer a high quality and first-class welcome to all those attending the reception area.
• Undertake front-of-house duties to ensure excellent customer service experience.
• Meet and greet students, contractors and all site visitors at reception, and provide polite and courteous customer service in person, on the telephone or via email.
• Provide full administration support to the accommodation team including allocation and check-ins, maintaining accurate data records, creating reports and sending out correspondence in bulk.
• Fully utilize the use of any internal database system to manage operations and communication with students.
• Responsible for checking in student customers, issuing keys when appropriate.
• Maintain a clean, tidy reception and common area of the highest level and surrounding areas outside of the reception desk.
• Manage complaints confidently and efficiently, following escalation procedures where appropriate to their manager or to the relevant Customer Service Manager.
• Record maintenance tasks and repairs, ensure that repairs are chased before priority deadlines and provide updates to students/staff as required.
• Ensure daily handovers are completed.
• Issue daily any jobs that are required to be completed by the Customer Service Assistants ensuring that these are completed in the timeframe allocated, signing off any of these in the required manner and advising the Customer Service Manager of any delays.
• Undertake administrative tasks including word processing, sending email communications, photocopying, laminating, filing and data inputting and processing of reports.
• Work collaboratively with local community and wider University teams to ensure information and publications are updated and replenished.
• Promptly report any system failures which have been reported to reception (such as IT, Door access, fire alarms, phone system) to the relevant department or supplier and advise others as appropriate.
• Receive deliveries for the village and follow local procedure regarding delivery notes.
• Answering work radios in a professional and timely manner.
• Receive monies or take card payments as set out in the cash handling procedure.
• The post holder will report to the Customer Operations Team Leader; however, they will oversee and support administratively a portfolio of beds for the Customer Service Manager (where required).
• You will be expected to treat everyone with dignity and respect, supporting equality and valuing diversity.
• Any other duties as may be reasonably requested.
• To be fully aware of and comply with Security and Health and Safety issues at all times.
• You will be required to maintain contact with reception during your shift to ensure that updates on progress are recorded.
• To provide a warm welcome to our new residents in September 2026.
• To assist with checking in our new residents, including handing out keys and key cards to our residents.
• Processing maintenance issues which are reported by our residents using the required procedures and updating our systems accurately (training will be provided).
• Dealing with general queries from our new residents.
• Any other duties that may be required by the Customer Service Team in order to ensure that all our residents and visitors receive an excellent arrival and welcome experience.

Required knowledge, skills, qualifications & experience:

• Previous experience is not required as full training will be provided. However, some skills in DIY and an aptitude for undertaking manual tasks is desirable.
• You must be comfortable with face-to-face customer engagement.
• You must be comfortable entering flats that are occupied with our residents.
• A friendly and approachable personality and an understanding of the importance of excellent customer service.
• A smart appearance is important.
• Good communication skills are essential both verbal and written.
• Attention to detail is essential to ensure that accurate records are kept and updated during this very busy period.
• The ability to work as part of a team as well as using initiative when lone working in areas is required.
• Self-motivated and can prioritise work, work individually and part of a team.
• The ability to be proactive in the approach to work is desirable.
• Excellent work ethic and a willingness to work flexible hours are very important during this busy and challenging period.

Further Details:

You must be available to work the following days: 18th, 19th, 20th, 21st September 2026. If you cannot commit to full time hours in this period, we will not be able to consider your application.

This role involves heavy lifting, such as removing rubbish and items from student accommodation. The University of Birmingham restricts all students to working up to 20 hours per week during term time for a maximum of 13 consecutive weeks. If your application is successful and your course does not follow the usual academic term timetable (e.g. PGT, PGR or PhD student), you and your supervisor must formally agree vacation periods if this role exceeds 20 hours per week. In addition to this, please be aware if you are an international student you will be required to apply to the Registry for the appropriate authorised absence.

You are only eligible to apply to this role if you are a current University of Birmingham student. If you are not a University of Birmingham student your application will not be considered.

To work you will need to carry out a right to work check. These checks will need to be completed prior to work commencing.

Regarding the use of AI in applications, we review hundreds of applications and shortlist candidates based on their unique perspective, motivations and potential. Cover letters generated through, or edited by, AI tools (e.g. ChatGPT or CoPilot) are easy to identify. They produce generic answers and will not score highly enough to progress. You may use AI tools for research, but all written content in your application must be your own work. Authenticity and originality are key to standing out in this process.

Due to the high volume of applications we receive, we’re unable to contact all applicants individually. You can check the progress of your application by logging into the Worklink jobs portal using the same email address you used to apply. If you haven’t heard back within six weeks of the closing date, please assume your application has been unsuccessful.