Customer Services Administrator

Sheffield Hallam University; Sheffield; On-site; GBP 27,000 - 28,000; Full time

Job summary

Sheffield Hallam University is seeking a Customer Services Administrator to join the Estates and Facilities team in Sheffield. The role is full-time, on-site, permanent, and involves handling the switchboard, reception duties, and frontline customer service.

The successful candidate will manage inquiries, triage issues, and signpost to appropriate services, while performing general administrative tasks within in-house systems and adhering to university regulations.

Qualifications

• Dealing with customer issues and resolutions, on telephone and face to face.
• Triaging queries to capture details and escalate to the correct area.
• Signposting customers to queries or escalating issues for resolution.
• Managing administration tasks in in-house systems (Outlook, ID cards, etc).
• Working effectively under complex regulations and procedures.
• Ability to work weekends/evenings occasionally.

Responsibilities

• Handle the University Switchboard and call handling, providing first contact for customers.
• Deliver reception duties and be the initial point of contact for service providers.
• Assist in day-to-day administration to support university operations.

Skills

Customer service

Query triage

Signposting

Administration systems

Regulatory compliance

Evenings/weekends availability

Job description

Customer Services Administrator

Company: Sheffield Hallam University

Salary: £27,241 to £27,865 a year

Hours: Full-time

Location: Sheffield, S1 1WB

Working pattern: On-site

Job type: Permanent

Posting date: 6 Nov 2026

Closing date: 14 Nov 2026

Are you passionate about making a difference? Do you have a strong sense of responsibility for your own actions, love to be organised and self-motivated and have a high level of attention to detail? Do you take pride in all that you do and love to provide a great customer service?

If your answer to these questions is yes, then the role of Customer Service Administrator within the Estates and Facilities team at Sheffield Hallam University may be the right position for you.

We are focused on the providing a great service which provides our staff, students, and customers with a memorable campus experience. While carrying our diverse role we provide a high standard service while supporting the university one team culture. We thrive on the busy and diverse nature of the role and remain positive, dedicated and determined to produce quality work for ourselves and the team around us.

We fulfil many crucial roles in the everyday running of the university. The team are responsible for the University Switchboard and call handling, reception which provides a first point of contact between customers and our service providers.

Essential requirements

• Dealing with customer issues and resolutions, answering queries and signposting/ escalating more complex issues as appropriate, (both on the telephone and face to face).
• Experience of triaging queries to ensure all detail is captured to escalen customer issues to the correct service provider (area).
• Experience of signposting customers both face to face and on the phone/email, to queries and/or escalating issues for a resolution.
• Experience of carrying out administration activities on in house systems (or following an in house processes), such as dealing with Outlook email enquiries, processing new starter ID cards or similar type processes.
• Working effectively in an environment of complex regulations and procedures
• Willingness to work weekends/evenings (occasional for Recruitment Visit Activity or service delivery)

Proud member of the Disability Confident employer scheme

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.