Customer Service Manager - Campus Services - 106020 - Grade 6

Position Details

Campus Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £32,546 to £35,116 with potential progression once in post to £39,355

Grade: 6

Full Time, Fixed Term contract up to October 2026

Closing date: 6th August 2025

This role is also open as an internal secondment opportunity which would need to be agreed by your current line manager.

Our offer to you

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.

We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.

We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.

Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.

Find out more about the benefits of working for the University of Birmingham

Background

Campus Services (CS) employs over 1000 staff with a turnover of circa £80m in the last financial year. CS plays a key role in the delivery of the University’s 2030 strategic framework and enhancing the quality of the student, staff, and visitor experience, providing services across diverse areas such as the University’s sporting facilities, food and beverage, cleaning, community safety and security, conferencing, hotel operations, day nurseries, portering, post, branded and own-brand retail outlets, visitor services and attractions (e.g., Winterbourne House & Gardens), student housing, transport, waste disposal and recycling. CS is a commercial Division operating within the University context and has an ambitious strategic agenda, in terms of growing our service profile across our campuses.

Student Accommodation is part of the Campus Services Division at the University of Birmingham. The majority of student accommodation has been developed or refurbished over the last 10 years at an investment in excess of £100m. The University of Birmingham currently provides accommodation for circa 6000 students who are predominantly 1st year undergraduate and postgraduate students, the vast majority of 2nd and 3rd year students live in the neighbouring community in private sector housing.

Further information on Student Accommodation can be found on our website at 

Student Accommodation at University of Birmingham - University of Birmingham

Role Summary

The Customer Service Manager will be responsible for the delivery of an efficient accommodation service to students and guests of the University of Birmingham, ensuring that excellent customer care is provided at all times. 

There are five Customer Service Managers across the student villages, each one taking responsibility for circa 700-1000 bed spaces, and the experience of the students living within them. In addition, Customer Service Managers also take on individual responsibility for various elements of our services, for example international students or summer conference trade.