The Manchester Metropolitan University
Residential Customer Service Advisor
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This is an exciting opportunity to join the friendly and hardworking Residential Services team at Manchester Met within the Commercial Services department (Accommodation, Catering, and Conferences) on their journey to become the best Facilities department in the sector and support the University's ambitions of becoming the best modern University in the UK.
About The Role
Our Residential Customer Service Advisor (CSA) team, provide a warm and professional service to residents, contractors, staff, and other visitors to the receptions we operate from within our Halls of Residence. The role of the CSA is varied, duties you will undertake will include (but are not limited to):
- Processing post and packages delivered for our residents
- Responding to email requests
- Taking telephone calls
- Serving customers at our front desks.
In addition you'll get out and about; delivering small items of post to the halls, helping residents who have locked themselves out, checking on maintenance issues, undertaking inspections, quality checking work, and much more.
The work the Residential Services Team collectively undertake is both planned and reactive, meaning any two days are rarely the same.
The post holder will work flexibly as part of the Residential Team assisting and undertaking various accommodation and health and safety related inspections required within our Halls of Residence, in compliance with the UUK code, MMU procedures and practices, and Health & Safety Regulations. The post holder will help deliver a high quality customer focused service, supporting other functions within the Residential Services department as required.
Outside of term time, we work much more operationally over the busy summer months serving conferencing delegates, summer stay students, and other guests who occupy our accommodation over the summer months, in addition to pulling together to work methodically and efficiently to prepare our halls for the next intake of student residents. A busy and fairly physical period of work, that enables us to create a great first impression for new residents and to ensure their tenancies get off to the best start possible.
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About The Candidate
We are looking for an enthusiastic, personable, and motivated Customer Service Advisor to work as part of the team delivering a customer focused service and developing good working relations with our student residents and other reception visitors.
You will work as part of a team of 5 CSA's on a rotating shift pattern covering the following shifts:
- Early Shift: Monday – Friday 8:00am – 3:30pm
- Mid Shift: Monday – Friday 10:30am – 6.00pm
- Late Shift: Monday – Friday 2:30pm – 10:00pm
There is also the requirement to work 1 in typically every 4 Saturdays for which a TOIL day is awarded back for each shift worked. Saturday shifts are from 8:30am - 4:00pm
Due to the shift pattern, this role attracts a Shift Allowance of £2879.52
The role requires you to be flexible in your approach on a day to day basis, in order to deal with all operational requirements while supporting the team, as well as working across operational boundaries as reasonably requested. There may be the requirement to work different or extended hours, on a different shift pattern or evenings and weekends with adequate notice in line with University policy. Such work is typically limited to peak periods.
Interested?
If you share our ambitions and want to be a member of the team make your application through our online portal!
Upload your CV and include a covering letter outlining why you want to work for us, telling us how your experience meets the requirements set out on our job description. Please note that any applications submitted without a covering letter will be considered incomplete, and will result in applications being discounted from the shortlisting process.
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We intend to hold the assessment in the w/c 21 September, in person at Archway Hall. This will include a 15 minute written test, followed by a 45 minute competency-based interview.
For informal enquiries, please contact Alex Hesketh (Residential Reception Manager) on A.Hesketh@mmu.ac.uk
Further Information
Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from local and international communities, including those from Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals.
We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.
Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.
Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria as listed in the attached Job Description for that vacancy.
This vacancy is expected to attract a high volume of applications. Therefore, under the Disability Confident Scheme, only disabled people who apply under the scheme and best meet the essential criteria will be offered an interview.
Documents
- Residential Customer Service Advisor.pdf (94.66 KB)
- Candidate Pack.pdf (9.15 MB)
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