We are looking for someone to join our Roost on a part-time permanent basis, with the successful candidate working 4 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 Apollo Court property in Liverpool.
Hours: 25 hours a week
Salary: £16,250 per annum
Are you a people person, who recognises how delivering exceptional student support can translate to an overall experience that is about more than just a room? Here at Student Roost, we pride ourselves on offering an enhanced experience for our residents and our Customer Service Advisors are at the forefront of making this a reality for the thousands of students who live with us each year.
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. As a Customer Service Advisor, you will know the strength of your smile.
* 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; you’ll soon find yourself as the expert in lots of our more common maintenance reports whether that’s a lightbulb that needs changing, or a trip switch that needs resetting.
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 and our online learning platform will make sure you’re equipped with all the skills you need.
* 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, including primary points of contact at local universities.
* 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 that might be getting stuck in to support keeping the property clean and tidy, or supporting your manager with ad hoc tasks. You’ll be an all-rounder who enjoys no two days being the same.
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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