Job Description

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Student Customer Services Officer
Department
Student Advice and Community
Location
Multiple Campuses
Salary
32,006 to 35,331 per annum
Permanent
Post Type
Full Time
Release Date
02 December 2025
Closing Date
23.59 hours GMT on Monday 15 December 2025
Reference
S125019
BCU is seeking Student Customer Services Officers to join our Student and Academic Services team. You will be the first point of contact for students accessing the University's Student Support Centre, providing accurate, timely, and empathetic responses to a wide range of enquiries. You will be responsible for providing a high quality and consistent service across physical and digital platforms, offering students information, advice, and referrals in accordance with university policies and service standards.
Please note, this role requires a commitment to being on-site five days per week, working shifts between the hours of 8am and 6pm across multiple campuses.
Your responsibilities will include:

• Responding promptly and professionally to student enquiries via face-to-face, telephone and email.
• Providing accurate information on university services, process, and policies, including signposting to specialist support where needed.
• Recording and logging enquiries in enquiry management systems, ensuring data accuracy.
• Supporting the continuous improvement of the enquiry service by feeding back common issues and trends.
• Participating in team meetings and training to enhance service delivery and personal development.

The Student Customer Services Officer will have:

• 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.
• Empathy and understanding of diverse student needs and challenges.
• The ability to manage multiple enquiries simultaneously with good organisational skills.
• Proficiency in using IT systems and databases for enquiry logging and information retrieval.

Please note: Interviews are planned to take place during January 2026.
The appointed candidate will normally be employed through our subsidiary company BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Appointees with prior LGPS membership who wish to enter the LGPS scheme will be able to do so and will be employed by Birmingham City University directly.
We are committed to equality, diversity and inclusion and to an environment that supports lawful free speech and academic freedom. We will continuously review and improve our policies, practices, and procedures to ensure that we are promoting these in all aspects of our operations. We believe that by working together, combining our many different backgrounds and life experiences, we will empower each other to reach our full potential.

Skills Required