Student Customer Services Officer

Birmingham City University; Birmingham; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Generous leave

Pension scheme

Wellbeing support

Staff benefits

Job summary

Birmingham City University is seeking a Student Customer Services Officer to join the Student Advice & Community Team, supporting high-quality services across the University. You will be the first point of contact for students accessing the University's Student Enquiry Centre, responding to enquiries across face-to-face, telephone, email and live chat.

You will signpost or refer students to specialist support, assist with booking appointments, and log enquiries using the enquiry management

Qualifications

• Experience in a customer service or front-line enquiry role.
• Strong verbal and written communication skills.
• Ability to manage multiple enquiries with good organisation.
• Proficiency in using IT systems for enquiry logging and information retrieval.
• Commitment to delivering high standards of customer care.

Responsibilities

• Respond promptly and professionally to student enquiries via face-to-face, telephone, email and live chat channels.
• Provide accurate information on university services, processes and policies, including signposting or referring students to specialist support where appropriate.
• Assist students in booking appointments with advice and support services.
• Record and log enquiries accurately using enquiry management systems.
• Work collaboratively with colleagues and other university departments to resolve enquiries efficiently.
• Maintain up-to-date knowledge of university procedures, services and service changes to ensure accurate and consistent advice is provided.

Skills

Customer service

Communication skills

Multi-tasking

IT systems

Enquiry logging

Empathy

Job description

We are seeking a Student Customer Services Officer to join our Student Advice & Community Team, supporting the delivery of high-quality services across the University. You will be the first point of contact for students accessing the University's Student Enquiry Centre. You will respond to a wide range of enquiries and provide accurate, timely and empathetic information and advice across face-to-face, telephone, email and live chat channels. You will work closely with colleagues across Student Services and academic departments to ensure students receive the right information, support and referrals at the right time.,

• Respond promptly and professionally to student enquiries via face-to-face, telephone, email and live chat channels.
• Provide accurate information on university services, processes and policies, including signposting or referring students to specialist support where appropriate.
• Assist students in booking appointments with advice and support services.
• Record and log enquiries accurately using enquiry management systems.
• Work collaboratively with colleagues and other university departments to resolve enquiries efficiently.
• Maintain up-to-date knowledge of university procedures, services and service changes to ensure accurate and consistent advice is provided.
• Experience working in a customer service or front-line enquiry role.
• Strong communication skills, both verbal and written, with an ability to explain information clearly.
• Ability to manage multiple enquiries simultaneously with good organisational skills.
• Empathy and understanding of diverse student needs and challenges.
• Ability to work as part of a team and independently as required.
• Proficiency in using IT systems and databases for enquiry logging and information retrieval.
• Commitment to delivering high standards of customer care.
• Flexibility to work across different locations and shifts as needed.

Desirable Requirements

• Experience working in a higher education environment.
• Knowledge of student support services and referral processes.
• Experience using enquiry management or CRM software.

Please note that this is an on-site role when working on shift and there is no remote working option. You will be required to work flexibly across different University locations and shifts as needed. The role may include occasional evening or weekend work, particularly during peak periods and key University events.

Further Information If you are excited by the opportunity to help shape the future of our Student Advice & Community Team, we would love to hear from you.

About Birmingham City University

At Birmingham City University, we are a diverse and inclusive learning community of over 31,400 students from more than 120 countries. We aim to become an exemplar anchor institution, creating and sharing knowledge for a better and more inclusive society. We are committed to providing a transformational educational experience, supporting world‑class research, and fostering a collaborative and supportive working environment for our staff. Recognised as one of the UK's Top 250 employers (Financial Times & Statista), we pride ourselves on being a place where colleagues feel valued, supported, and able to grow their careers while contributing to the success of our students and communities. Our student demographic reflects the rich cultural and ethnic diversity of Birmingham itself, with a significant proportion of students from minoritised ethnic backgrounds and the majority of our home students coming from the West Midlands. This diversity is a strength, and it calls for a workforce that is equipped to challenge deficit narratives and thinking - those assumptions that position students from underrepresented groups as lacking rather than recognising their assets, strengths and potential.

Why work for us

• Work-life balance - Generous leave and benefit provision.
• Career development - Opportunities to grow, develop and progress your career.
• Reward and wellbeing - Competitive pay, pension, wellbeing support and staff benefits.
• Inclusive culture - A supportive, diverse environment where everyone belongs.