Birmingham City University
Student Customer Services Officer
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Department: Student Advice and Community
Location: Multiple Campuses
Salary: £32,006 to £35,331 per annum
Post Type: Permanent, Full Time
Release Date: 14 September 2026
Closing Date: 23.59 hours BST on Monday 28 September 2026
Reference: S126046
About Birmingham City University
At Birmingham City University, we are a diverse and inclusive learning community of over 31,400 students from more than 120 countries. We aim to become an exemplar anchor institution, creating and sharing knowledge for a better and more inclusive society. We are committed to providing a transformational educational experience, supporting world-class research, and fostering a collaborative and supportive working environment for our staff.
Recognised as one of the UK’s Top 250 employers (Financial Times & Statista), we pride ourselves on being a place where colleagues feel valued, supported, and able to grow their careers while contributing to the success of our students and communities.
Our student demographic reflects the rich cultural and ethnic diversity of Birmingham itself, with a significant proportion of students from minoritised ethnic backgrounds and the majority of our home students coming from the West Midlands. This diversity is a strength, and it calls for a workforce that is equipped to challenge deficit narratives and thinking — those assumptions that position students from underrepresented groups as lacking rather than recognising their assets, strengths and potential.
By embracing this perspective, we aim to create an environment where all students and colleagues can thrive, and where our work contributes positively to the social, cultural and economic life of Birmingham and beyond.
Role Summary
We are seeking a Student Customer Services Officer to join our Student Advice & Community Team, supporting the delivery of high-quality services across the University.
You will be the first point of contact for students accessing the University's Student Enquiry Centre. You will respond to a wide range of enquiries and provide accurate, timely and empathetic information and advice across face-to-face, telephone, email and live chat channels.
You will work closely with colleagues across Student Services and academic departments to ensure students receive the right information, support and referrals at the right time.
Key Responsibilities
- Respond promptly and professionally to student enquiries via face-to-face, telephone, email and live chat channels.
- Provide accurate information on university services, processes and policies, including signposting or referring students to specialist support where appropriate.
- Assist students in booking appointments with advice and support services.
- Record and log enquiries accurately using enquiry management systems.
- Work collaboratively with colleagues and other university departments to resolve enquiries efficiently.
- Maintain up-to-date knowledge of university procedures, services and service changes to ensure accurate and consistent advice is provided.
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Essential Requirements
- 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.
- Ability to manage multiple enquiries simultaneously with good organisational skills.
- Empathy and understanding of diverse student needs and challenges.
- Ability to work as part of a team and independently as required.
- Proficiency in using IT systems and databases for enquiry logging and information retrieval.
- Commitment to delivering high standards of customer care.
- Flexibility to work across different locations and shifts as needed.
Desirable Requirements
- Experience working in a higher education environment.
- Knowledge of student support services and referral processes.
- Experience using enquiry management or CRM software.
Please note that this is an on-site role when working on shift and there is no remote working option.
You will be required to work flexibly across different University locations and shifts as needed. The role may include occasional evening or weekend work, particularly during peak periods and key University events.
Further Information
If you are excited by the opportunity to help shape the future of our Student Advice & Community Team, we would love to hear from you.
For an informal discussion about the role, please contact Ben Redfern at ben.redfern@bcu.ac.uk.
Interviews for this role are scheduled to take place on 12 October 2026.
Why not explore our campuses using our interactive map: Interactive Map | Birmingham City University
Why work for us
- Work–life balance – Generous leave and benefit provision.
- Career development – Opportunities to grow, develop and progress your career.
- Reward and wellbeing – Competitive pay, pension, wellbeing support and staff benefits.
- Inclusive culture – A supportive, diverse environment where everyone belongs.
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Visa Sponsorship
This role may be eligible for sponsorship under the Skilled Worker visa route, subject to meeting the relevant criteria. For further information, please visit: https://www.gov.uk/skilled-worker-visa
Further Details
Job Description
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Use of AI in applications
At BCU, we welcome applications that clearly demonstrate how your skills and experience meet the requirements of the role. AI tools may be used to support you in preparing your application, but the information you provide must be accurate, authentic and based on your own experience. Applications that rely too heavily on AI, appear generic or do not provide specific evidence against the role criteria are less likely to progress to the next stage of the recruitment process. For more information, please refer to our candidate guidance; How to Apply - Jobs at Birmingham City University
Equality, Diversity & Inclusion
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.
Disability Confident Employer
Birmingham City University is proud to be a Disability Confident Committed Employer. We are committed to creating an inclusive and accessible recruitment process. Disabled applicants who meet the essential criteria for the role will be guaranteed an interview.
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 re-enter the scheme may do so and will be employed directly by the University.
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