Customer Operations Team Leader

University of Birmingham - Hospitality and Accommodation Services

Student Accommodation is part of the Hospitality and Accommodation Services (HAS) directorate at the University of Birmingham and it provides accommodation to over 5,000 students across three student villages. The post holder will be managing a busy reception based across Selly Oak and Pritchatts Park Reception, home to nearly 2,000 students with plans for further student bed spaces, ensuring the team are providing excellent Customer Service at all times in order to maintain high levels of customer satisfaction. You will be leading a team of four Customer Service Advisors to create a welcoming and informative Reception service, dealing with enquiries and issues promptly and escalating to senior managers when required. Ensuring the Receptions at both sites are sufficiently staffed at all times and taking responsibility for the recruitment, training and day to day management of a team of four staff. To monitor, create and implement procedures in order to ensure that statutory requirements and organisational needs are met. To be instrumental in the improvement of the service offered and in ensuring consistency over the three villages, suggesting areas for improvement and in conjunction with the Customer Operations Manager ensuring these are implemented effectively. Working closely with the Vale Customer Operations Team Leader and Customer Service Managers to create a cohesive team ethos.


  • Previous experience working in a busy, front facing, student accommodation environment.
  • A minimum of one years’ experience managing a team.
  • Ability to work a flexible shift pattern between the hours of 07:00 – 19:00, on a 5 out of 7 shift pattern, according to business needs.
  • Previous experience recruiting and training new members of staff.
  • Proven experience of working in a high pressured environment where priorities can often change quickly.
  • Previous experience of developing and embedding new procedures. Desirable:
  • Previous experience leading projects.
  • Previous experience in a conferencing environment – allocating rooms and leading a team to deliver a hotel experience.

Full time starting salary is normally in the range £22,277 to £23,933. With potential progression once in post to £27,705 a year.

To download the details of this position and submit an electronic application online please click on the Apply Online button below, please quote the appropriate Job Ref in all enquiries, alternatively information can be obtained from

Valuing excellence; sustaining investment

Share this job
  Share by Email   Print this job   More sharing options
We value your feedback on the quality of our adverts. If you have a comment to make about the overall quality of this advert, or its categorisation then please send us your feedback
Advert information

Type / Role:


Midlands of England