Campus Experience Team Leader

As a Campus Experience Team Leader, you will work with the wider Campus Experience Team to lead Front of House operations across our Campus accommodation receptions and manage the University Switchboard service, ensuring a professional, welcoming and responsive service for students, staff, visitors and commercial guests.

The role changes throughout the year to reflect the needs of the University. During term time, the focus is on supporting students living in accommodation, overseeing communication channels, responding to enquiries, coordinating information for arrivals, and ensuring issues reported within residences are managed effectively and communicated clearly. You will work closely with colleagues across Residence Experience, Campus Infrastructure, Security, Student Support and Accommodation Operations to keep students informed and supported throughout their time in University accommodation.

A key aspect of the role is understanding how to communicate effectively with students, ensuring communications are clear, timely and aligned with the University's tone of voice. You will help coordinate statutory and operational communications in line with the Universities UK (UUK) Accommodation Code, ensuring students receive accurate information about accommodation services, maintenance works, community living and support available to them.

During the summer period, the focus shifts towards supporting the University's extensive commercial accommodation and events business. Working alongside colleagues across Campus Services, you will help deliver a hotel-style reception service for conference delegates, language schools, summer schools, guest and group bookings and residential events. You will support reception operations, guest arrivals and departures, accommodation enquiries and visitor services, ensuring guests receive a professional and welcoming experience throughout their stay.

You will also lead the recruitment, training, scheduling and day-to-day management of a large team of casual reception staff, ensuring the right resources are in place to deliver excellent service throughout both the academic year and the busy summer season.

We're looking for someone who is:
- Passionate about delivering excellent customer service and creating positive experiences for students, visitors and guests.
- A confident communicator who can write clear, engaging and empathetic communications, ensuring students feel informed, supported and up to date.
- An inclusive and supportive people leader who can recruit, motivate and develop teams, helping colleagues perform at their best.
- Organised, proactive and adaptable, with the ability to manage high volumes of enquiries, balance competing priorities and remain calm under pressure.
- A collaborative problem-solver who enjoys working with different departments to improve services, resolve issues and enhance the student experience.

Benefits include:
- Generous annual leave allowance with an additional 5 discretionary days
- Generous employer contributory pension schemes
- Cycle to work scheme
- Electric vehicle salary sacrifice scheme
- Staff discount at Team Bath gym
- Discounted postgraduate tuition and language courses
- LinkedIn Learning and apprenticeship opportunities
- Local discounts, including free entry to the Holburne Museum in Bath
- A family-friendly workplace
- Relocation allowance
- Employee assistance services through Health Assured, including access to the Wisdom app
- Staff support groups and networks
- A network of Staff Wellbeing Champions