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We are seeking to appoint a Customer Services Team Leader
Closing date for application is : 19th April 2026
Interview date : 1st May 2026
Aims of Job/ Job Purpose:
Through the implementation of best practice procedures and using a customer focused approach, the reception and call centre team will work to improve and maintain a high standard of communication and customer care to all of the college’s customers, both internal and external.
Key Accountabilities and Responsibilities
- Co-ordinate with all team members
- Ensure quality robust systems are in place for reception telephones, Call Centre, software etc with regular monitoring across centres
- Ensure adequate staffing levels (planning around leave, sickness etc) at all campuses and organise cover
- Ensure reception/Call Centre cover for events, open evenings/weekends, enrolment etc
- Report sickness, absence etc to Deputy Head of Admissions & Customer Services
- Ensure reception areas are clean, tidy and safe by carrying out annual risk assessments on environment and team members
- Ensure service standards and procedures are up to date, consistent and on display in all receptions
- Ensure college promotional material is displayed and up to date. Check on daily basis that information on reception/noticeboards are appropriate
- Ensuring and promoting good channels of communication across the team
- Assist the Deputy Head of Admissions & Customer Services in ensuring all team members have the skills, knowledge and experience to undertake their role and deliver excellence in customer care, including sharing best practice and one-to-one/group guidance and training
- Provide statistical information so that the Deputy Head of Admissions & Customer Services can monitor team performance with reference to service standards and procedures
- Ensure safeguarding regulations are followed by all reception areas.
- Work with the Admissions Team Leader as and when necessary
The Job Description for this role has been attached, please refer to it for more detailed information.
About South and City College Birmingham
We are one of the largest further education providers in the UK, with eight campuses across the city. We are committed to ensuring students have the relevant skills, qualifications and experience for their future, whether that is to seek employment or continue their education.
Our vision is to be recognised as an outstanding educational and economical resource by, providing outstanding education, training that is primarily vocational in response to the needs of the learners, employers and other key stakeholders.
At South and City College Birmingham, equality, diversity and inclusion are integral to who we are and what we do. We are firmly committed to promoting and imbedding the key principles for all within our institution, from our learners to our staff, governors, employers, visitors and contractors.
For further details about the role and how to apply:
To apply, please click onto the Apply Online button below.
If you have any queries not specified in the Job Description, please contact the People Services team by email to peopleservices@sccb.ac.uk
Safeguarding
The college is committed to safeguarding and promoting the welfare of children and young adults and expect all staff to share this commitment.
The successful applicant will be subject to all necessary pre-employment checks. including, enhanced DBS; Prohibition check; Childcare Disqualification (where applicable); qualifications (where applicable); medical fitness; identity and right to work.
All applicants will be required to provide a minimum of two suitable references covering a 5-year period.
An online search will also be carried out as part of our due diligence on all shortlisted candidates.
This post is exempt from the Rehabilitation of Offenders Act 1974 and the amendments to the Exceptions Order 1975, 2013 and 2020. Which means that when applying for certain jobs and activities certain spent convictions and cautions are ‘protected’ so they do not need to be disclosed to employers, and if they are employers cannot take them into account.
Further information about filtering offences can be found in the DBS filtering guide.
Safeguarding is our top priority. We encourage all applicants to review our Safeguarding and Child Protection Policy, which outlines our commitment to the safety and wellbeing of learners.
This post is covered by Part 7 of the Immigration Act (2016). Therefore, the ability to speak fluent and spoken English is an essential requirement for this role.
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