Job description


The Estates and Facilities Directorate are responsible for a huge range of services across the University, managing the buildings and infrastructure and providing many services to staff, Students, and visitors alike. These include within the Facilities Services divisions: Housekeeping, Security, Accommodation & Conference Services, Catering & Hospitality Services, Facilities Management across the Campus Network, and many other services. All of which with a drive to offer the best experience possible for all our customers and stakeholders.

The Role

This position is for a person who can clearly demonstrate a proactive and confident nature, be service led and deliver a solution-based approach across a range of stakeholders in a variety of scenarios. To support the ACS (Accommodation & Conference Services) teams through coordination of administrative procedures and processes. The person will work across internal and external stakeholders, under the guidance and reporting to the Deputy Head, ACS.

Job application form

    To be the primary contact for Students and clients, responding to all initial enquiries and issues, providing key information, and resolving issues / queries for all areas of the business.

    To be the first point of contact, the postholder will be expected to make decisions and resolve low and moderate issues and deliver a first-class service.

    To ensure that all the administrative processes and procedures that support the efficient operation of the accommodation and conference services teams and services are in place and working efficiently.

    To effectively maintain all the data and administrative tasks across the depts.

    To deliver an excellent student/customer experience.

    To deliver reports as requested from the systems.

    The Person

    The post holder will be expected to be the lead customer facing aspect of the department, open to all enquiries and queries from students, staff, and external clients. The post holder must be able to respond in a timely and professional manner, using their own decision-making processes to ensure the customers queries are dealt with in the first instance, or triaged to the relevant individual/department.

    You must be able to demonstrate excellent communication and service skills, an attention to detail and the ability to work under pressure, be a team player, and have high levels of customer / client service standards.

    Qualified to at least GCSE level in Maths and English with good IT, organisational skills, and the ability to both works effectively as part of a team, whilst also being able to work pro-actively and on their own initiative are essential requirements.

    Desirable requirements: HE / FE / Support role experience, and a willingness / interest in learning about the needs of students in Accommodation and the Housing sector, and /or interest on the conferencing arm of the business, Customer Service industry knowledge and basic project management experience would also be advantageous.

    Additional information

    Canterbury Christ Church University is in the world-famous Cathedral city amongst stunning history and heritage. Canterbury is a thriving international destination, with many students and staff choosing to study and work here, making this historic, cosmopolitan city vibrant and culturally diverse.

    Canterbury Christ Church University is committed to equality of opportunity, supporting and encouraging underrepresented groups as well as valuing diversity. We promote wider inclusion through our policies such as the Race Equality Charter, StoneWall for LGBT+ groups and the Disability Confident Scheme, guaranteeing an interview to all disabled candidates which meet the essential criteria for our roles.

    We aim to create an inclusive working culture in which all employees feel valued. We particularly welcome applications from disabled and Black, Asian and Minority Ethnic candidates, which are currently underrepresented throughout Canterbury Christ Church. We are committed to improving employment opportunities for ethnic minorities. We also welcome applications from LGB, Trans and Non-binary candidates. All applications decisions and progression opportunities through the University will be determined by personal merit only.


    How to apply

    Start date for applications: 15/12/2022

    Closing date for applications: 04/01/2023

    Interviews are to be held: TBA shortly after application closing date

    To apply online, please click the ‘Apply for this job’ button below. To gain further details about this post please visit our Vacancies page: www.canterbury.ac.uk

    Canterbury Christ Church University is committed to providing job opportunities to its existing staff. You will only be eligible to apply for this vacancy if you are currently working at Canterbury Christ Church University.

    Please note, Canterbury Christ Church University reserve the right to bring the closing date of this position forward where a high volume of applications are received.

    For informal enquiries regarding this post please contact Daniel Dobson, danny.dobson@canterbury.ac.uk quoting reference REQ03802. Strictly no agencies, thank you.

    Please note applications must be made online via the University website; details sent directly via email cannot be considered.

    Prior consideration will be given to applicants in the University’s redeployment pool.

    Canterbury Christ Church University


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