Customer Service Assistant Cleaning - Campus ServicesGrade 2
Customer Service Assistant Cleaning - Campus ServicesGrade 2
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£ 23764 - 24855
1 Vacancy
Job Description
Position Details
Campus Services
Location: University of Birmingham Edgbaston Birmingham UK
Full time starting salary is normally in the range 23764 to 24855
Grade: 2
Part Time 15 hours per week Saturday and Sunday 2pm 10pm)
Permanent
Closing date: 15th April 2025
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 andweare 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 todevelopthrough our sectorleading Birmingham Professional programmewhichprovides allprofessionalservices staff with development opportunities and the encouragement to reach their full potential.With almost 5000professionalservices jobs in a widerange of functionsin Edgbaston andin our campus inDubai there are plenty of opportunities foryou to be able to develop yourcareer 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 areand how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees andtothe success of the University and depending on the role we offer avarietyof flexible working arrangements. We therefore welcome discussions on all forms of flexible working addition you will receive a generous package of benefits including 40 dayspaid holidaya 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 stateoftheart sports centre with pool shopsplaces to eat and drinkour own art gallery museum and botanical gardens.
Find out more about thebenefits of working for the Universityof Birmingham
Background
Student Accommodation is part of the Campus Services directorate 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 c6000 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 www.birmingham.ac/students/accommodation.
Role Summary
The post holder will be a key member in maintaining the highest levels of cleanliness and service delivery in all areas of the Village ensuring our accommodation is ready for students to move in and maintaining this high standard throughout the duration of their stay.
The post holder will be required to attend emergencies on site e.g. fire alarm activations and welfare concerns.
The post holder will be required to have excellent customer service skills and be able to communicate positively in a diverse community to support and improve student awareness about the Village environment and sustainability goals supported by the Village Receptions and wider management team.
CampusServices(CS)
Employing approximately 1000 staff the Campus Services (CS) team is made up of a group of diverse and dynamic forward thinking individuals contributing towards enhancing the student staff and visitor experience at the University of Birmingham. CS provides round the clock services including sports facilities catering cleaning conferencing day nurseries student housing transport and security.
Our team is fully committed to delivering excellent customer service. We believe that it is not just about what you do but the way in which you do it that is vital to our success. At the heart of our team are these behaviours:
- Communication
- Going above and beyond
- Delivering results
- Personal effectiveness
- Empowerment
- Teamwork
Joining our team means youll be making a real difference to the student and staff experience at the University. For this role in particular the successful candidate will need to demonstrate the following key behaviours:
- Communication
- Personal effectiveness
- Teamwork
- Empowerment
Main Duties
Delivering Service Excellence
- To ensure a high standard of cleanliness and order is maintained throughout the communal and external areas of the accommodation blocks as per Cleaning Specification and updating records accordingly.
- To undertake room checks and void room cleans as required to include shower room/toilets and en suite areas & bedrooms.
- Ensuring room preps and checks are carried out to deadlines set to enable the rooms to be occupied.
- To assist with general inspections when accommodation has fallen below standard in the flats as instructed by Customer Service Manager and updating appropriate records.
- To undertake weekly water quality checks in accordance with Legionella legislation and directed by the Customer Service Team completing appropriate records.
- To complete jobs which are issued daily to a mobile device allocated to the individual on a daily basis within the expected timeframes to ensure KPIs are being met monthly (void cleans communal area cleaning moving/replacing white goods restocking inventory items etc). To complete these jobs autonomously with little management oversight and to the customers satisfaction.
- To ensure the job status is updated on the allocated mobile device promptly upon completion of the task this may include adding photos or notes to StarRez using the mobile device.
- To complete minor maintenance tasks such as changing lightbulbs paint touch ups dismantling furniture.
- To complete proactive and reactive door access battery changes.
- To provide an emergency response and incident support when necessary and report any incidents/health or welfare concerns within the accommodation to the Customer Service Team and ensure details are given of the incident immediately.
- To escalate within the Customer Service Team any concerns relating to residents wellbeing as a result of visits into their flats/rooms.
- To escalate to the Customer Service Manager including evidence where possible e.g. photos any observed breach of the law and/or accommodation contract terms and conditions such as a covered smoke detector smell of smoking in a room.
- To carry out welfare checks on residents when necessary and confirm back as requested/escalate any concerns.
- To report any security concerns to the reception team or directly to the security team for investigation.
- To log any maintenance issues using the mobile device or via the reception team as per agreed procedure when observed completing their daily duties ensuring that the Code of Practice is being adhered to at all times.
- To work collaboratively with the CSA team Reception team and Management team to ensure that the stores are kept in good order and that stock levels remain at the correct level including completing routine stock counts.
- To attend to lockouts and trip switches within the residences and update records accordingly.
- To undertake Fire Warden training and attend to fire alarm activations ensuring the residents evacuate to the assembly point escalating if a real fire is found and in the event of a false alarm resetting the alarm and awaiting Security attendance to handover details.
- To support in directing the work of student teams ensuring that tasks are carried out correctly safely and to the expected standard. Escalating any concerns relating to this to the relevant Customer Service Manager.
Waste Management & Cleaning
- To remove general rubbish/recycling items to the designated areas making sure that recycling is used correctly.
- Working with the wider team to ensure that recycling and refuse providers are maintaining the service to a high standard and highlighting any issues to the Customer Service Manager.
- Working with student residents and providing advice on segregation and disposal of waste to ensure any concerns are addressed effectively.
- To support energy and sustainability requirements within the residences ie: ensuring that lighting is switched off when necessary in communal areas etc.
- To use and keep in clean condition industrial and standard cleaning equipment such as vacuum cleaners carpet cleaning machines floor scrubbing/drying machines reporting any issues immediately.
Health & Safety
- To ensure that all chemicals are used and stored correctly in accordance with COSHH regulations at all times.
- To adhere to Health and Safety Regulations and report any accidents/health and safety issues to the Customer Service Manager immediately.
- To replace or move equipment within the accommodation as directed by the Customer Service Manager or Customer Service Team. This will include white goods and any furniture within the accommodation.
General
- To participate in 121s and attend training sessions relevant to your job role in order to support personal development.
- To actively participate in regular team meetings to support the consistent improvement of team performance and job satisfaction.
- To work with team members to ensure that duties are covered and standards maintained across all areas during the absence of colleagues.
- To undertake from time to time such other duties as may be requested which are consistent with the nature of the position which may include working in other areas.
- The post holder is required to wear uniform provided by the University and maintain a smart appearance at all times.
Required Knowledge Skills Qualifications Experience
- The post holder must be able to drive and hold a full clean Driving license.
- The post holder should be able to demonstrate experience of providing excellent customer service.
- The post holder should be able to demonstrate experience of incident response and keeping calm under pressure The post holder should have basic skills required to complete minor maintenance tasks.
- The post holder should be able to demonstrate previous experience of working within COSHH guidelines as well as previous experience of working in an environment where health and safety policies are in place and a priority and conforming to these policies is the post holders responsibility.
- The post holder will be required to undertake basic wellbeing/mental health training and be willing to carry out initial welfare checks on residents autonomously and escalate accordingly.
- The post holder must be willing to undertake basic first aid training in order to form part of the first aid response team for the accommodation villages.
Dimensions
- This role will work closely with the wider Customer Service Assistant Team Customer Service Advisors and Customer Service Managers.
- This role will also need to work closely with members of the wider accommodation team the Estates Team the Security Team and the Cleaning Services Team.
- This role involves working collaboratively with external contractors i.e. cleaning contractors. This role involves working collaboratively with third parties e.g. Emergency Services.
- This role includes regular interaction with members of the public the post holder must ensure they are considering the reputation of the University at all times during these interactions.
Problem Solving and decision making
The following decisions are likely to be typical:
- Prioritisation of tasks where multiple tasks are being requested alongside daily duties or where a customer is liaising directly with the post holder.
- When to escalate a concern in relation to a resident and/or their living environment. When to call emergency services when first on scene to a serious incident.
- Resolving issues with stock management and waste disposal through collaborative working across the villages.
Planning and Organising
- Duties undertaken in this role will predominantly be set by the Customer Service Management team. Requests for reactive duties will also come via the Reception team or direct from customers.
- The post holder will need to be able to plan their workload to ensure all deadlines are met.
- The post holder will need to work collaboratively with the wider Customer Service Assistant team where reactive requests have meant that daily/weekly duties have not been completed.
- The post holder will be responsible for helping the Customer Service Manager to plan the workload of the student staff team and to monitor that this work is being completed to deadline and to the standards expected.
Informal enquiries to Louise Twigg email:
View our staff values and behaviourshere
We believe there is no such thing as a typical member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability which is a key part of our strategy. You can find out more about our work to create a fairer university for everyoneon our website.
Employment Type
Full-Time
