Campus Experience Team Leader (KD14074) - Bath, BA2 7AY

This is a varied and rewarding role at the heart of the student, guest and visitor experience within Campus Services.

As a Campus Experience Team Leader, you will work with the wider Campus Experience Team to lead Front of House operations across our Campus accommodation receptions and manage the University Switchboard service, ensuring a professional, welcoming and responsive service for students, staff, visitors and commercial guests. The role changes throughout the year to reflect the needs of the University. During term time, the focus is on supporting students living in accommodation, overseeing communication channels, responding to enquiries, coordinating information for arrivals, and ensuring issues reported within residences are managed effectively and communicated clearly.

You will work closely with colleagues across Residence Experience, Campus Infrastructure, Security, Student Support and Accommodation Operations to keep students informed and supported throughout their time in University accommodation. A key aspect of the role is understanding how to communicate effectively with students, ensuring communications are clear, timely and aligned with the University's tone of voice. You will help coordinate statutory and operational communications in line with the Universities UK (UUK) Accommodation Code, ensuring students receive accurate information about accommodation services, maintenance works, community living and support available to them.

During the summer period, the focus shifts towards supporting the University's extensive commercial accommodation and events business. Working alongside colleagues across Campus Services, you will help deliver a hotel-style reception service for conference delegates, language schools, summer schools, guest and group bookings and residential events. You will support reception operations, guest arrivals and departures, accommodation enquiries and visitor services, ensuring guests receive a professional and welcoming experience throughout their stay.

You will also lead the recruitment, training, scheduling and day-to-day management of a large team of casual reception staff, ensuring the right resources are in place to deliver excellent service throughout both the academic year and the busy summer season.

This is an ideal opportunity for someone who enjoys leading people, managing operations in a fast-paced environment and making a genuine difference to the experience of students, visitors and guests across the University.

We’re looking for someone who is:

• Passionate about delivering excellent customer service and creating positive experiences for students, visitors and guests.
• A confident communicator who can write clear, engaging and empathetic communications, ensuring students feel informed, supported and up to date.
• An inclusive and supportive people leader who can recruit, motivate and develop teams, helping colleagues perform at their best.
• Organised, proactive and adaptable, with the ability to manage high volumes of enquiries, balance competing priorities and remain calm under pressure.
• A collaborative problem-solver who enjoys working with different departments to improve services, resolve issues and enhance the student experience.

We consider ourselves to be a university where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equity and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students and encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on the university.

We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment. We’re very proud to be a signatory of the Armed Forces Covenant, an accredited Disability Confident Leader; autism friendly university, committed to building disability confidence and supporting disabled staff.

What we can offer you:

• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance.
• Generous employer contributory pension schemes.
• Cycle to work scheme.
• Electric vehicle salary sacrifice scheme.
• Staff discount at Team Bath gym.
• Staff benefits include discounted postgraduate tuition and language courses, alongside a wide range of personal and professional development opportunities such as apprenticeships, LinkedIn Learning, and more.
• Local discounts, including free entry to the Holburne Museum in Bath.
• A family-friendly workplace.
• An excellent reward package that recognises the talents of our diverse workforce.
• Relocation allowance.
• Employee assistance services through Health Assured, including access to the Wisdom app.

Be Well at Bath: We’re committed to creating a health-supporting working environment where everyone can thrive and be at their best. We offer a range of resources to enable you to do that from your first day here, including staff support groups and networks, a network of Staff Wellbeing Champions, and a suite of tools, resources and frameworks that enable you to be at your best and thrive.