Job Description

Job Title:

Customer Services Flexible Assistant

Posting Start Date:

06/08/2025

Job Id:

1263

School/Department:

Accommodation & Commercial Services

Work Arrangement:

Full Time (On site)

Contract Type:

Permanent

Salary per annum ():

23414 - 24344

Closing Date:

20/08/2025
The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities,a commitment to your development and wellbeing, a wide range of retail discounts, and much more.

Find out more at sheffield.ac.uk/jobs/benefits and join us to become part of something special.

Overview

The role of Customer Service Assistant is a key role in supporting students, staff and visitors.


A customer focused personality is essential, along with the ability to provide advice, support and general information to a diverse audience. The role involves working across two customer services reception desks, both at Ranmoor and Endcliffe, as well as managing telephone and email communications.


We are looking for an enthusiastic and self-motivated individual with excellent customer service skills, with a flexible approach to covering early shifts (6am start) and late shifts (10pm finish), including weekends and bank holidays.

Main duties and responsibilities

Provide excellent and professional customer service for students, visitors and staff. Handle enquiries via phone, email and in person from students, staff, and external stakeholders. Coordinate with the University security team for student lockouts. Act as a first point of contact, to resolve complaints promptly and effectively. Assist with bedroom allocation for ad-hoc cohorts including summer conferencing and respond to guest enquiries. Record daily deliveries, post and lost property; prepare outgoing mail for students and staff. Manage distribution and return of keys/fobs for accommodation buildings including cycle storage and car parking permits. Support the management and auditing of 9,000 building keys, including daily and annual checks. Coordinate with the Accommodation Office and Residence Life to allocate emergency rooms. Process card payments for keys, fobs, and laundry cards; reconcile daily and ensure PCI compliance with Finance. Log maintenance enquiries via StarRez, coordinate with contractors and staff, and notify residents of planned maintenance. Manage the site entrance barrier system at Ranmoor & Endcliffe sites, controlling access as needed. Assist with Intro Weekend and semester changeover preparations, including key preparation, welcome packs, fob programming, and coordination with other University sites. Support student arrivals and departures during Intro and Exit Weekends, ensuring keys are checked in/out and rooms are inspected for vacancy. Support the recruitment of new students by conducting Open Day accommodation viewings, leading campus tours, and assisting at information stands. Carry out other duties, commensurate with the grade and remit of the post.

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and are respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

Criteria

Essential or desirable

Stage(s) assessed at

Have a good general level of education, e.g. GCSE standard or equivalent experience in a similar role.


Essential


Application/Interview


Experience of delivering high quality customer service in a fast paced reception setting.

Essential


Application/Interview


Ability to efficiently respond to queries by telephone, in person and by email.

Essential


Application/Interview/Task


Strong IT skills with the ability to utilise technology to enhance customer interaction.


Essential


Application/Interview


Capability to take ownership and develop innovative solutions to problems.

Essential


Application/Interview/Task


Capable of managing customer queries and complaints efficiently, escalating to management when necessary.


Essential


Application/Interview/Task


Ability to effectively manage conflicting priorities, plan and prioritise your workload.

Essential


Application/Interview


Decisive, quick thinking with an adaptable approach to work.


Essential


Application/Interview


Be flexible with a willingness to embrace change.

Essential


Application/Interview


A smart, professional appearance in the provided uniform; alternating shift pattern experience would be advantageous.

Essential


Application/Interview


Ability to work as part of a team and independently, using your own initiative.

Essential


Application/Interview


Excellent organisational, planning and time management skills.

Essential


Application/Interview

Further Information

Grade

3

Salary

23,414 to 24,344 per annum with potential to progress to 25,448 per annum.

Work arrangement

Full-time

Line manager

Alison Helliwell

Direct reports

Customer Services Team Leader

Our website

https://www.sheffield.ac.uk/acs


For informal enquiries about this job contact Jon Merritt, Customer Services Manager at j.d.merritt@sheffield.ac.uk or 07775 706344

Next steps in the recruitment process

It is anticipated that the selection process will take place in August 2025. This will consist of an interview and complaint based exercise. We will also ask you to spend 30 minutes or so sitting with the existing team, to give you a better understanding of the role.

We plan to let candidates know if they have progressed to the selection stage in the week following the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact Jon Merritt at j.d.merritt@sheffield.ac.uk

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision ().

What we offer

A minimum of 38days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more. Flexible working opportunities, including hybrid working for some roles. Generous pension scheme. A wide range of discounts and rewards on shopping, eating out and travel. A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks). Recognition Awards to reward staff who go above and beyond in their role. A commitment to your development access to learning and mentoring schemes; integrated with our Academic Career Pathways / Professional Services Shared Skills Framework. A range of generous family-friendly policies + paid time off for parenting and caring emergencies
+ support for those going through the menopause
+ paid time off and support for fertility treatment
+ and more





We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.