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

Position Details:

• Location: University of Birmingham, Edgbaston, Birmingham UK
• Full time starting salary: £25,977 to £27,506
• Grade: 3
• Employment Type: Full Time, Permanent
• Closing date: 18th May 2026

Our Offer to You:

• Flexible working arrangements.
• 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, pension scheme, and three high quality subsidised day nurseries.

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, and direct 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 reported to reception (such as IT, door access, fire alarms, phone system) to the relevant department or supplier, chase progress and escalate as necessary.
• Take and deliver accurate phone messages, with callback numbers, area codes and names legibly written, and promptly relay messages via email to the proper person.
• Maintain office and other supplies in stock, and reorder on own initiative.
• Maintain a neat and tidy reception area, replenish marketing material, clear up any clutter on an ongoing basis, and maintain a professional, clean and welcoming atmosphere.
• 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.
• May be involved in organising outgoing bulk‑mail projects.
• Receive monies or take card payments as set out in the cash handling procedure.
• Complete sales and the onboarding of new members.
• May be asked to support others in administrative duties.
• Occasionally supervise temporary or casual staff.
• Support the University’s sustainability agenda through resource efficient working.
• Promote equality and value diversity acting as a role model and fostering an inclusive working culture.
• Any other duties commensurate with the grade.

Required Knowledge, Skills, Qualifications & Experience:

• GCSE grade D-G/1-3 or equivalent in English and Maths or equivalent level 1 qualification. Where no equivalent qualification is held, relevant work experience evidencing the skills and ability to undertake the role will normally be required.
• Experience of working in a busy customer service or reception role.
• Experience of handling issues from beginning to resolution.
• Ability to prioritise own work, work unsupervised and use own initiative as required.
• Good written and oral communication skills, including tactful and confident telephone manner.
• Articulate, confident and competent in the use of electronic communications.
• IT skills – proficiency with Microsoft office programmes including Word, Excel and Outlook.
• Good organisation and administrative skills.
• Excellent interpersonal skills.
• Fast and accurate working with close attention to detail.
• Ability to learn and understand how diversity considerations affect own area.

Equality, Diversity and Inclusion Statement:

We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy.