Student Customer Services Officer (S

Student Customer Services Officer: A Gateway to Impactful University Support

Birmingham City University (BCU) is offering an exciting opportunity for dedicated individuals to join their Student and Academic Services team as a Student Customer Services Officer. This role is instrumental in shaping the student experience, serving as the primary point of contact for students seeking information and support within the University's Student Support Centre.

The Opportunity and its Advantages

This position offers a unique chance to directly contribute to student success by providing accurate, timely, and empathetic responses to a diverse range of enquiries. You will be at the forefront of delivering high-quality service across both physical and digital platforms, playing a vital role in guiding students through university policies, processes, and available support services.

Key advantages of this role include:

• Direct Student Impact: You'll be making a tangible difference in students' lives by helping them navigate their academic journey and access essential resources.
• Varied and Engaging Work: Each day will bring new interactions and challenges, requiring you to utilize strong problem-solving and communication skills to assist a wide array of student needs.
• Career Development: The role encourages participation in team meetings and ongoing training, fostering personal and professional growth within a supportive environment.
• Contribution to Service Improvement: Your insights into common student issues and trends will be valued and used to continuously enhance the enquiry service, giving you a voice in operational enhancements.
• Inclusive Environment: BCU is deeply committed to equality, diversity, and inclusion, creating an environment where all backgrounds are celebrated and individuals are empowered to reach their full potential.

Key Considerations for Candidates

To thrive in this role, candidates should possess a strong foundation in customer service and a genuine desire to help others. Here are the key aspects to consider for your career path:

• On-Site Commitment: This is a full-time, on-site position requiring your presence five days per week. Applicants should be comfortable with a consistent on-campus presence.
• Flexible Working Hours: The role involves working shifts between 8 am and 6 pm across multiple campuses. Flexibility and adaptability in your schedule will be essential.
• Core Responsibilities: Your daily tasks will involve responding to students via various channels (face-to-face, phone, email), providing clear information on university services and policies, accurately logging enquiries, and liaising with specialist support teams when necessary.
• Essential Skills: Strong verbal and written communication skills are paramount, as is the ability to explain complex information concisely. Empathy, organizational prowess for managing multiple tasks, and proficiency with IT systems are also crucial.
• Employment Structure: The appointed candidate will typically be employed through BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Opportunities for direct employment with Birmingham City University exist for those with prior Local Government Pension Scheme (LGPS) membership.
• Interview Timeline: Please note that interviews are scheduled to take place during January 2026.

This Student Customer Services Officer role is an excellent stepping stone for individuals looking to build a career in higher education support services, offering valuable experience in student engagement, administration, and service delivery within a dynamic university setting. If you are passionate about providing exceptional service and contributing to a positive student experience, we encourage you to explore this rewarding opportunity.