Customer Services Coordinator

Are you passionate about providing exceptional customer service. If you are a great communicator, have first class IT skills and have the confidence and ability to train new and existing staff on a range of bespoke in-house software systems, then this is a great opportunity for you.

Join us as a Customer Services Coordinator where you will take a leading role supporting Customer Service Officers in delivering an efficient and effective reception service to students, parents, staff and visitors.

The customer services team, located in eleven receptions across the Canterbury Campus, are the “face” of the University and our Customer Services Assistants are often the first people our customers encounter. The quality of welcome and service provided by the Customer Services team is crucial to our ongoing success.

As Customer Services Coordinator you can expect to be involved in:

• Assisting with the induction, development, and annual appraisals (RPD) of the Customer Services Assistants. Conduct and write up probation meetings with new members of the team as well as annual RPD meetings.
• Supporting the Customer Service Officers to develop, implement and maintain a comprehensive training programme for the Customer Services team.
• Receiving, addressing and seeking to resolve enquiries from students, staff, residents and others using our reception services both face to face, via email and on the telephone. 
• Administering and co-ordinating the Customer Services Assistant staff rotas and annual leave requests, ensuring adequate cover is provided across all eleven reception areas. 

What will you bring to the role?

• Minimum GCSE grade C /4 or above in English and Maths or equivalent 
• Proven high level of computer literacy in the use of MS Office products 
• Previous reception or customer service experience in a busy customer focussed environment 
• Experience of maintaining exceptional service delivery under pressure 
• Sound knowledge of Hotel or Hospitality systems.

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

• Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs) 
• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
• Excellent pension scheme with generous employer contributions
• Corporate employee-funded healthcare plan, in partnership with Benenden Health

For more information about what you can look forward to if you join us, visit our dedicated webpage:

Working at Kent

We are ambitious for our people, our communities and the region we serve – join us in making the world a better place.

Visit our website for more on who we are: http://www.kent.ac.uk/about/

Please see the 'Apply' link above to view the full job description and to apply for this post.

For further information regarding the application process, please contact peopleserviceshr@kent.ac.uk quoting reference number CS-393-26.

Further details:

Job Description
Additional Information

*Occasionally we may need to close a vacancy before the published deadline due to a high number of applications being received, therefore we strongly advise you to submit your application as soon as possible. (All vacancies will be open for at least one week.)

PLEASE NOTE: We prioritise applications from current University of Kent redeployees. 

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