Job Description

Job Title: Customer Service Assistant

Department: CoSector/Shared Services

Section: Housing Services, Recruitment and Finance

Level: 04 (CTS)

Provide a friendly, welcoming and efficient service in acting as the

first point of contact for the department’s visitors and callers and to
Job Purpose: undertake a range of other administrative tasks.

1. To be the first port of call for visitors and callers to Housing Services, Recruitment and
Finance and to deal with them in a friendly and efficient manner ensuring that enquiries
are dealt with promptly and professionally, directing complex enquiries as appropriate.

2. To provide basic information about housing issues to current and prospective students,
signposting or booking appointments as needed, in order that service users are
informed about their options.

3. To provide guidance to current and potential users of the Housing Database, and to
process student and landlord registrations, ensuring that users are getting the most
out of the database.

4. To update and maintain advertisements on the Housing Database, and proactively

liaising with landlords, to ensure that mandatory information is kept up to date, and
making suggestions in order to improve the potential of advertisements.

5. To maintain the office calendar, booking advice appointments for students and staff
members, and confirming appointments in advance, to ensure that the Advisors’ time
is used efficiently.

6. To file and archive a wide range paper and electronic information, so that information
is easily accessible and well-organised.

7. To assist the Services Coordinator in the administration of financial procedures, such

as processing payments and raising invoices, to ensure that payments are processed
promptly and accurately.
8. To provide administrative assistance to the department, such as sending mailshots,
restocking stationary, collating statistics and updating materials, to ensure the smooth
running of the office.

9. To maintain an awareness of the activities carried out by the Accommodation &

Hospitality Team, Student Homes and Recruitment teams, dealing with enquiries as
needed.
 10. To attend a range of training courses as required, keeping knowledge and skills up to
date.

11. To actively follow and promote the University of London policies, including the
University's Dignity at Work and Equal Opportunities Policy and actively promote these
wherever possible.

12. To assist in the supervision and training of seasonal temporary staff.

13. To arrange reception cover for periods of absences such as lunch breaks and
meetings.

14. Any other duties consistent with both the grade and scope of the post.

15. To maintain an awareness and observation of fire and health and safety regulations.

16. Any other duties reasonably required of the post holder by the reporting manager or
Housing Services Senior Management Team following consultation.

Reports to: Senior Housing Advisor

Responsible for: Assisting seasonal temporary staff as and when

required.

Additional demands of the role:
There are peak periods of service demand
throughout the year, especially the weeks leading
up to the beginning of the academic year in
September. Occasionally, during these times, the
post-holder will be required to work at weekends
and some evenings. During such busy periods,
when demand on the service is at its highest,
granting requests for annual leave cannot be
guaranteed.
Methods of Assessment:

A = Application Form, I = Interview, T= Test or Assessment, P= Presentation

JOB REQUIREMENTS / PERSON SPECIFICATION

EXPERIENCE Essential Desirable How
identified and
assessed
General administrative experience, dealing with  A
people in an advisory capacity, administrative
experience possibly in a Higher Education or Public
Service/advice service setting.

TECHNICAL KNOWLEDGE / SKILLS/ APTITUDE Essential Desirable How

identified and
assessed
Previous experience of effectively dealing and  A/I/T
communicating with staff and customers at all levels
in person, over the telephone and email

Ability to communicate sensitively with people who  A/I/T

may be anxious or upset and to deal with challenging
situations with tact and discretion

An understanding of the main housing issues that face  A/I/T

students and a knowledge of the types of housing
likely to be offered and the ability to distinguish
between suitable and unsuitable offers of
accommodation

Knowledge of computer applications including MS  A

Word, Excel and Outlook.

Experience in the use of databases  A

The ability to manage and prioritise workload  A/I

effectively.

Ability to work under pressure and with the minimum  A/I

of supervision

Some knowledge of the geography of London  A

PERSONAL QUALITIES Essential Desirable

Proven ability to work independently and effectively  I
as part of a team

Willingness to work flexibly and to develop new  I

methods of working
Ability to balance competing priorities under pressure  A/I
of deadlines and workload whilst acknowledging the
importance of attention to detail

EDUCATION / PROFESSIONAL QUALIFICATION Essential Desirable

Education to a good general standard, but literacy,  A

numeracy, and an ability to assimilate new
information and communicate effectively are more
important than formal qualifications.

REPORTING Reports To (Job Title) Senior Housing Advisor

LINES Responsible for (No of staff in Assisting seasonal temporary staff as and
each grade) when required.
SPECIAL DEMANDS OF THE ROLE
There are peak periods of service demand throughout the year, especially the weeks leading up to
the beginning of the academic year in September. Occasionally, during these times, the post-
holder will be required to work at weekends and some evenings. During such busy periods, when
demand on the service is at its highest, granting requests for annual leave cannot be guaranteed.

Competency Requirements Essential Desirable

B
Adapting to change
A
Commercial awareness (optional)
A B
Creativity and innovation
B
Customer focus (optional)
C
Interpersonal understanding
A
Leadership
A
Managing resources
A
Organisational commitment
B
Proactivity and planning A
B
Problem solving and decision making
A
Performance Management
B
Resilience
A B
Staff development and commitment to learning (optional)
A B
Striving for excellence (optional)
A B
Working collaboratively with others

Competencies are scored on an A-D scale, with D representing the highest demonstration of
the competency.
For further information on each of the competencies and relevant levels, please refer to the
University’s Competency Model: https://london.ac.uk/sites/default/files/governance/UoL-
Consolidated-Competency-Model-%28Updated-Oct-2018%29.pdf