A Day in the Life of a CSA

A Day in the Life of a CSA

At UBC, our Customer Service Assistants (CSAs) are far more than a friendly face on reception-they are the first impression, the go-to support, the organisers behind the scenes, and the everyday problem solvers that help our business centres run like clockwork.

With a warm welcome and an eye for detail, CSAs keep the wheels turning from the moment the doors open to the time the last meeting ends. But what does that really look like? We asked a few members of our team to walk us through a typical day in their role.

Morning: Setting the Tone for the Day

For most CSAs, the day begins before clients even arrive. There’s meeting room prep, emails to check, and often, a quick catch-up with the team over a cup of tea.

“I set the rooms up if needed and check emails – it sets the tone for the rest of the day,” says Lorna from Warrington.
“I usually make myself a peppermint tea and then check in with my manager,” adds Blossom from Bath. “It’s a calm way to ease into a busy day.”

These simple routines are essential. From ensuring meeting rooms are spotless to managing early calls and post, the morning is all about getting ahead.

Elizabeth, CSA at UBC London Blackwell House

Mid-Morning to Early Afternoon: People and Priorities

Once the centre is up and running, CSAs take it up a gear. The role demands a mix of client-facing service and behind-the-scenes coordination. From handling incoming enquiries and signing in visitors to sorting mail, managing meeting room bookings, and keeping the communal spaces pristine - it’s fast-paced, varied, and always people-focused.

“Busy with meeting rooms, hot desking and helping clients with anything they need – you’ve got to stay on your toes,” says Michelle from Cirencester.
“A typical day? No two are ever the same,” adds Blossom. “We’re always seeing new faces and taking on different tasks.”

Customer Care at the Core

What sets UBC’s CSAs apart is their focus on service. Whether supporting long-term office clients or one-off meeting room guests, they’re committed to making every interaction professional, personal, and positive.

“I always try to make sure that all the clients are happy and comfortable - it’s about the little things,” Michelle explains.
“The clients are so friendly, and I’ve really enjoyed building relationships with them,” says Chloe from Birmingham Business Park.
“I like doing the post around the centre because I get to interact with everyone as I go,” she adds.

Even the small things - remembering names, greeting people with a smile, adjusting room layouts, or lending a listening ear - make a big difference.

Helen, CSA at UBC Henley-in-Arden

Building Relationships & Going the Extra Mile

Many CSAs talk about how much they value being part of their clients’ everyday experience. It’s not just about managing the centre - it’s about building trust and rapport.

“To smile and greet everyone I walk past always makes a difference,” says Mae from Tunbridge Wells.
“Helping clients to the best of my ability is something I really care about,” Chloe adds.

It’s no surprise that some of the most memorable moments on the job involve client events, holiday celebrations, or just genuine connections.

“Our VE Day afternoon tea was lovely,” Mae recalls. “I made plain, fruit and cheese scones, and everyone really enjoyed themselves.”
“Last Christmas we had a giant reindeer in the centre!” Michelle adds. “It made the whole place feel festive and fun.”

Teamwork Across the Centres

While every CSA works independently within their own centre, the wider UBC team spirit runs strong. Whether it’s support from managers, fellow CSAs, or head office, there's a sense of shared purpose and camaraderie.

“Fantastic,” says Lorna simply, when asked to describe the team culture.
“Friendly and welcoming,” Mae echoes.
“The whole of the UBC team made me feel so welcome so quickly,” Chloe says. “It’s a great environment to work in.”

Crystal, CSA at UBC Brentford

Final Thoughts: The Heart of the Centre

At the end of the day, a CSA’s role is about creating a space where businesses can thrive. They’re part concierge, part coordinator, part client champion. It’s a role that requires independence, initiative, empathy, and attention to detail—and the people who do it make a lasting impact every day.

So what’s the one word they’d use to describe working at UBC?

Amazing. Enriching. Friendly. Fantastic. Supportive.

And honestly - we couldn’t agree more.