Service Team Leader We’re Hello Student, part of the Empiric Student Property Group. With over 9000 beds around the UK our properties are some of the best in the market and our friendly and approachable team get to know our students, so that we provide a more personal experience. Be a part of that unforgettable service We are only just getting started and we need great individuals to continue our success. You will work as part of a collaborative team that believes in respectfulness, supporting each other and most of all having FUN About the Role: We are looking for a dynamic, hands-on Service Team Leader to join our awesome Hello Student team As a Service Team Leader, you’ll be at the heart of everything that makes our student accommodation exceptional. You will lead and develop a passionate team of Customer Service Advisors, ensuring smooth operations, driving sales, and creating unforgettable experiences for our students. This role is perfect for someone who thrives in a fast-paced, customer-focused environment and loves bringing creativity, leadership, and a can-do attitude to everything they do. Whether you’re hitting financial goals, organising student events, or ensuring our facilities remain in top condition, you’ll be essential to making it all run like clockwork Key Responsibilities: Customer Service: Serve as the first point of contact for all customer-related accommodation concerns. Ensure the service team provides a welcoming, warm environment for students, parents, and visitors. Deliver exceptional customer satisfaction across all sites in the city. Manage and resolve customer inquiries in an efficient, friendly, and professional manner. Monitor the booking system, ensuring timely follow-ups and contact with rebookers. Efficiently handle customer complaints in line with company policy, escalating when needed. Maintain internal communication with residents, including contractor notifications and service visits. Ensure compliance with ANUK National Code of Standards and assist with emergency situations. Collate and manage Purchase Orders and Invoices. Assist with marketing, letting campaigns, and conduct site viewings when required. Collaborate with University accommodation teams to ensure a quality service for clients. Prepare operational reports, update the site’s Competitor Analysis, and manage parcels. Organise student social events and maintain cleanliness in social spaces to meet required standards. Build strong relationships with suppliers and contractors. Leadership: Foster strong working relationships with broader support functions like Customer Relations, Central Operations, and IT. Support and develop the service team through training, coaching, and feedback. Lead the team to achieve daily tasks and maintain high levels of customer satisfaction, evidenced through GSLI scores and Student Crowd ratings. Key Skills and Experience: Previous experience in providing excellent customer service, ideally in hospitality or the property sector (high-end student accommodation experience is a plus). Proven experience in leading or supervising teams. Strong problem-solving skills with the ability to manage and resolve customer relations issues. Experience in sales or driving revenue is desirable. Excellent communication skills with the ability to adapt to different situations. Proficiency in Microsoft Office and other IT systems. A flexible approach to working hours, including weekends, evenings, and occasional out-of-hours calls. Why join us? 25 days holiday entitlement (pro rata for part time colleagues) Have your birthday off 8% pension (7.5% employer / 0.5% employee) contribution SmartTech - get the latest technology and spread the payments over time with no interest or upfront payments Access to Reward Gateway and enjoy discounts with a number of leading retailer Cycle 2 Work Scheme Service Award Scheme (one day per year up to 5 years’ service)