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Customer Service Manager

University of Birmingham - Department of Worklink

Location: Birmingham
Salary: £27,511 to £30,046 with potential progression once in post to £33,797
Hours: Full Time
Contract Type: Permanent
Placed On: 2nd September 2021
Closes: 26th September 2021
Job Ref: 81717

The University is seeking an experienced customer service professional to join one of its key services and ensure the delivery of excellent services for both students and staff.

As part of the leadership team, the post holder will support the Deputy Operations Manager in the leadership and operational management of the University’s internal student casual work agency (Worklink); leading and motivating a team, delivering an excellent student and staff experience, ensuring the effective delivery of recruitment, marketing and communications activities, identifying and implementing service improvements, ensuring systems remain accurate and up to date, providing advice on casual resourcing needs and supporting the team to achieve excellent service standards in line with Service Level Agreements, compliance and quality standards.

The post holder will ensure a high quality and professional service is delivered and must represent the University in a very professional manner, building two-way partnerships with a wide range of stakeholders and seeking opportunities to enhance the service delivered for students and hiring managers.

The post holder joins the team at an exciting time, as the team seek to further enhance the student experience whilst embedding a new five year service strategy; including increasing on campus work opportunities for students, enhancing Equality, Diversity and Inclusion across its services, launching new employability provision for students in collaboration with Careers Network and providing key services for initiatives such as the Commonwealth Games, for which the University will be a hub of activity. The post holder will lead on the delivery of casual work recruitment campaigns for student casual work, including key campaigns such as Welcome, Graduations and the Commonwealth Games, supporting departments across the University and providing a wealth of opportunities for students.

This role operates from within the University’s Campus Services division and works closely with the University’s integrated HR and Payroll services, supporting colleagues across our community to better meet the needs of the University, its students and staff.

Person Specification

Skills and Experience

  • Strong leadership skills and ability to manage core and student staff, including leading, motivating and inspiring staff, prioritising work, monitoring and appraising
  • Front of house, customer-focused experience within a service environment
  • Delivering successful projects, events and/or initiatives with limited guidance
  • Excellent organisational skills and high level of initiative, with experience of prioritising workload and delivering multiple objectives with limited supervision and within specified timeframes
  • Strong interpersonal skills with ability to effectively manage relationships with colleagues at all levels
  • Excellent written and verbal communication skills

Personal attributes:

  • Passionate, driven and energetic
  • Ability to recognise future stars, a ‘can do’ attitude and a desire to be ‘the best’ in what we do
  • Passionate about delivering the best service and experience for students and staff
  • Self-confident and articulate
  • Comfortable and credible communicating with hiring managers across the University

For informal enquiries please contact Kirsty Fereday ( 

Valuing excellence, sustaining investment 

We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working. 

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