Customer Service Supervisor

**The University of East London**

If you are seeking a career that combines innovative education with a passion for crafting positive change, look no further than the University of East London. Founded in 1898 to meet the skills needs of the 2nd industrial revolution, we’re now in Year 5 of our ground-breaking 10-year Vision 2028 strategic plan, orchestrated by our Vice-Chancellor and President, Professor Amanda Broderick. Our goal is to advance industry 5.0 careers-first education and provide a clear path to the jobs and opportunities of the future. We are committed to driving diversity in the 5.0 talent pipeline, working in partnership to promote talent wherever it is found and creating a sustainable, inclusive, and green future. But we can't achieve this goal alone. We need forward-thinking, innovative, and curious individuals like you to join our community and help us shape the future. As part of our team, you'll have the opportunity to work with a diverse range of people who share your passion for generating positive change. We’re an inclusive and welcoming community that is constantly moving forward, never satisfied with the status quo. If you're ready to join a team that values your outstanding skills and perspectives and is dedicated to making a difference, we invite you to explore a career with us. We are excited to welcome versatile individuals who are committed to advancing their careers while making a positive impact on the world.

**About Us**

The Estates and Facilities Directorate at the University of East London (UEL) plays a critical role in supporting the university’s strategic objectives by delivering a range of essential services. These include strategic estate planning, campus facilities management and maintenance, security, sustainability initiatives, print services, capital investment, and space management. The directorate ensures that UEL’s physical infrastructure supports both the academic and operational needs of the university, maintaining a safe, functional, and sustainable environment across all campuses.

The Estates and Facilities team works closely with key Delivery Partners and professional services within UEL, including HR, Procurement, Finance, Strategic Development & Delivery, IT, and Health & Safety. This collaborative approach ensures that all estate-related services are aligned with the university’s wider goals, enabling effective decision-making and the running of the estate. Together, these partnerships support the ongoing enhancement of UEL’s estate, helping to provide a fit for the future environment for students, staff, and visitors.

**About the Job**

To act as the main point of contact for internal and external customers regarding Facilities Services, ensuring all queries are handled promptly, professionally, and in line with high quality service standards. Supervise and support the Customer Service and Switchboard Operator staff, fostering a positive, customer-focused culture and ensuring exceptional service delivery.

Carry out daily checks of the estate to ensure Facilities Services are delivered to the highest standards, proactively identifying and addressing issues, and ensuring full compliance with health, safety, and fire regulations. Working with the Campus Managers to take immediate action to rectify any breaches and communicate solutions effectively to all stakeholders.

Build and maintain strong relationships with colleagues, contractors, and university departments to enable effective collaboration and swift resolution of issues. Take ownership of customer feedback, ensuring complaints are investigated thoroughly, resolved promptly, and used to drive continuous service improvement.

Proactively identify opportunities to enhance the customer experience, ensuring services are inclusive, accessible, and meet the diverse needs of all stakeholders. Provide regular reports to Campus Managers, highlighting trends, risks, and recommendations for improving the quality and efficiency of Facilities Services.

Champion a culture of excellence in customer service, acting as a role model and promoting innovative solutions to enhance the customer journey across all aspects of Facilities Services.

**Key responsibilities include**:

- Deliver and promote a culture of exceptional customer service, acting as a role model and championing improvements that enhance the experience for all stakeholders.
- Develop and maintain service standards, work instructions, and staff rotas, ensuring these are regularly reviewed and updated.
- Coordinate with internal teams (Maintenance, Security, Sustainability, Timetabling, and Residences) to promptly address issues affecting safety, compliance, energy efficiency, and operational readiness.
- Monitor and manage cleaning standards by directing contractors to urgent tasks, conducting spot checks, and ensuring proper signage is in place.
- Support reporting and communication processes by contributing to monthly compliance reports, hig