Job Purpose:
As a Customer Service Advisor at Lumis Living Leicester, you will be the first point of contact for students, providing exceptional customer service and support. Your role is to ensure that residents feel welcome, secure, and well-informed about our services. You will handle inquiries, resolve issues, and contribute to the smooth operation of the accommodation site.
Key Responsibilities:
* Resident Support: Respond to all student inquiries, requests, and complaints in a professional and timely manner, ensuring high levels of customer satisfaction.
* Communication: Provide clear and accurate information about the accommodation services, including tenancy agreements, rent, and facilities.
* Issue Resolution: Handle and resolve complaints efficiently, escalating issues to the Accommodation Manager when necessary.
* Check-ins and Check-outs: Assist with the student check-in and check-out process, ensuring a smooth transition for residents.
* Building Tours: Conduct tours for prospective residents, highlighting the benefits of living at Lumis Leicester.
* Documentation: Maintain accurate records of all inquiries and complaints, ensuring that resident data is up-to-date.
* Community Engagement: Support the organization of social events and activities to foster a sense of community among residents.
* Facility Oversight: Report maintenance issues and ensure timely resolution in collaboration with the maintenance team.
* Administrative Duties: Assist with general administrative tasks such as updating databases, preparing reports, and filing documents.
Qualifications and Experience:
* Previous experience in a customer service role, ideally within the property, hospitality, or student accommodation sector.
* Strong communication and interpersonal skills, with the ability to interact effectively with a diverse group of students.
* Ability to remain calm and professional in high-pressure situations.
* Excellent problem-solving skills and the ability to handle complaints tactfully.
* Good organizational skills and attention to detail.
* Proficiency in Microsoft Office (Word, Excel, Outlook).
Preferred Skills:
* Experience working within student accommodation or residential property management.
* Knowledge of tenancy agreements and housing regulations.
* Familiarity with CRM systems.
What We Offer:
* Competitive salary and benefits package.
* A dynamic, friendly work environment within a growing company.
* Opportunities for professional development and career advancement.