We are looking for someone to join our Roost on a part-time fixed term basis, with the successful candidate working 5 days out of 7 between 8am & 8pm. Our new Customer Service Advisor will become a key part of our existing, friendly and experienced property team at our Home Park Property in Bournemouth.
Salary: £16,348.80 per annum
Fixed term period: 6 months
The City: Bournemouth: with green open spaces, seven glorious miles of idyllic coastline, a wide range of water sports, an eclectic mix of nightlife and a micro-climate that makes it feel just a little warmer and sunnier, Bournemouth really does have something for everyone. With more than 25,000 students studying across three universities, Bournemouth is a lively, fun and friendly town.
The Site: Our Bournemouth Roost is located in the heart of Lansdowne Campus and close to the town centre so our residents are never far from the action. With a focus on wellbeing, the property works in close partnership with the Arts University Bournemouth and is staffed 24/7 so there is always someone on hand to help. Consisting of City Manager, Assistant Operations Manager, 3 Customer Service Advisors, Housekeeper, 3 Night Owls, and maintenance, we are a friendly bunch determined to make our residents' university experience the best it can be and help them to make memories that will last a lifetime.
The Vibe: Home Park is a pretty cool place to live, with an arty vibe. Excellent social spaces for kicking back and relaxing with friends, a gym, cinema room, quiet study zone and even a dedicated work room where AUB students can let their creativity flow, this home-from-home has been designed with art and wellbeing in mind.
As a Customer Service Advisor, you will be the first point of contact for residents, across a wide range of services: from the moment a potential resident comes to see what we’re about, right the way through their journey with us to check out. You’re an important part of our residents’ stay, supporting students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat. Every interaction matters, which is exactly why you matter.
You’ll be someone we can count on to:
OWN
* Be a customer-service superstar! Your friendly face may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day.
* You will be a key part of our sales team, therefore building good rapport with our residents will be a good attribute to have to ensure that all sales targets are achieved.
* Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
* Be an expert in our properties in the city and actively searching for new leads able to clearly articulate what we offer to prospective residents.
* Take pride in ensuring your property is fully booked and that any debt is managed swiftly.
* Support the Assistant Manager’s responsibilities in ordering stock for your property.
* Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.
* Conduct first class room inspections to make sure that our residents are taking care of their rooms through the year, and make sure that any issues are highlighted sensitively.
DO
* Embrace the social side of being a Customer Service Advisor by taking the lead on organising social events for our residents; including the marketing of events, room set-up and take-down as necessary.
* Provide the warmest welcome for prospective new residents by mastering the perfect viewing of not only individual rooms, but also championing the building as a whole.
* Willingly and regularly ask for feedback from our residents and use that to sculpt new ideas, events, and services to propose to the wider service team.
* Create an environment whereby residents feel confident and comfortable in raising any concerns about our properties or our practices.
* Be the first fix for some of our residents’ more routine maintenance concerns.
LEARN
* Get off to the Best Start Ever and learn the Student Roost way of doing things. We take enormous pride in doing a great job and delivering exceptional results.
* Pride yourself on an understanding of the demographic of your residents and tailor events to drive inclusivity.
* Educate yourself on the local support network that we can signpost residents to, who may be experiencing wellbeing or mental health issues.
* Develop a solid understanding of the local university picture, competitors and what makes your property the best option for any prospective residents.
COLLABORATE
* Work closely with the wider team: our people are great, and you can be part of that!
* Our value Be Bold, Be Heard instils an open culture where we want to hear new ideas and how we can implement solutions to improve.
* Work with your colleagues to better deliver an enhanced resident experience.
The ‘us’ part
So you know what we’re looking for, but what are you looking for from your next employer? While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls, support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference every day you show up, and in return we’ll show up for you by rewarding what’s right, supporting you in your career growth and aspirations, and championing the unique qualities and ideas that only you can bring to the business.
Challenges:
* Selling, love it or hate it this is a part of the job.
* There is a requirement for you to help keep debt low.
* Summer Turn, this is when our residents leave us at the end of the year, and we welcome new residents.
Please note that as part of our safety first culture – this role is subject to requiring a Basic DBS check as part of our pre-employment checks.
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