Customer Service & Reception Supervisor

UCL AI Centre; London; On-site; GBP 35,000 - 42,000; Full time

Job summary

UCL is seeking a motivated Customer Service & Reception Supervisor to lead the front-of-house operations at their Security reception hubs. The role involves ensuring excellent customer service, supervision of key access systems, and fostering a welcoming reception team culture. Candidates should possess strong interpersonal skills and proven administrative experience.

Benefits

41 Days holiday

Defined benefit pension scheme

Cycle to work scheme

On-site nursery

On-site gym

Qualifications

• Proven administrative experience with a focus on accuracy.
• Experience in customer service with great interpersonal skills.
• Strong attention to detail and ability to prioritise independently.

Responsibilities

• Lead and support reception staff for excellent customer service.
• Supervise ID card access and key control systems.
• Respond to queries via phone, email, and in person.

Skills

Customer Service

Interpersonal Skills

Attention to Detail

Tools

Database Systems

Access Control Systems

Job description

Ref Number B28-00069 Professional Expertise Estates, Facilities, Accommodation and Safety Department Finance, Commercial and Estates (B28) Location London Working Pattern Full time Salary £35,930-£41,255 Contract Type Permanent Working Type On site Available for Secondment No Closing Date 27-Jun-2025

About Us

London’s Global University is seeking a motivated, professional, and people-focused Customer Service & Reception Supervisor to lead front-of-house operations at our bustling Security reception hubs. If you’re passionate about delivering exceptional service and thrive in a fast-paced environment, we’d love to hear from you.

About The Role

You’ll supervise a frontline team who represent the first impression of UCL to staff, students, and visitors. From overseeing key and card issuing to enhancing day-to-day customer interactions, you’ll ensure reception services run efficiently across both the Bloomsbury Campus and UCL East. You’ll act as a service role model, helping drive improvements and consistency in how we engage with our community.

What You'll Do

• Lead and support reception staff, ensuring excellent, empathetic customer service
• Supervise the administration of ID card access and key control systems
• Support external users of our access control and Building Access Request systems
• Respond professionally to queries via phone, email, and in person
• Maintain high standards in process accuracy, lost property logging, and stock control
• Contribute to a welcoming and cooperative reception team culture
  
  

About You

About You

You Bring

Proven administrative experience with a focus on accuracy

A track record of working within clear processes and systems

Experience In Customer Service With Great Interpersonal Skills

Knowledge of database or access control systems (or similar)

Strong attention to detail and ability to prioritise independently

A team-player approach with flexibility and initiative

Bonus If You Have

Supervision or team-leading experience

Familiarity with ID card or access systems

Experience in stock management

Why UCL?

As one of the world’s top universities located in the heart of London, we offer an inspiring, diverse, and supportive environment. This is your chance to join a collaborative team making a real difference in the daily experience of thousands of people.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance
  
  

Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.

These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women.

You can read more about our commitment to Equality, Diversity and Inclusion here : https://www.ucl.ac.uk/equality-diversity-inclusion/

Available documents

Attached documents are available under links. Clicking a document link will initialize its download.

• download: Customer Service and Reception Supervisor 05.06.2025.docx