We are looking for someone to join our Roost on a Part-time permanent basis, with the successful candidate working 2 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 Capital Gate Property in Liverpool. Hours: 12 hours a week Salary: £7,800 per annum The City: Liverpool; famous for The Beatles, Albert Docks, and not one but two premier league football teams. With more than 50,000 students studying across seven universities in the city, providing first class, quality accommodation coupled with great service is what we do best here at Student Roost. The Site: Capital Gate is one of five Student Roost properties in Liverpool and has a total of 4430-beds, predominantly en-suite rooms, and a selection of studios, located across five blocks. Situated in the heart of the Knowledge Quarter and a short walk from transport links including Liverpool Lime Street station, Lidl and Tesco superstores and Liverpool Royal Hospital. Capital Gate is home to students studying at both the University of Liverpool and Liverpool John Moore’s University due to its city centre location. The Vibe: The team at Capital Gate is small but mighty. We are dedicated to ensuring all our residents receive the best experience while living with us, and we are a tram which encourages and supports each other day in, day out. Working here at Capital Gate no two days are the same, but our focus remains on our residents, who we know by name and are at the heart of everything we do. Working at Student Roost provides you with exciting opportunities to evolve and get the best head start working within student accommodation. If you think now is the time for a brand-new adventure, then this is the job for you. 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. Think you’re the right fit for this role? We hope so too. 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 in 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. Every student is different and so are the teams that work in our properties. Don’t leave your personality at the door and please bring your whole self to work – it’s this ‘you’ we want to see every day. 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 resident’s 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. The ‘us’ part So you know what we’re looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built student accommodation properties across the UK – but more than that, Student Roost is its people. 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. Simply put: you do you, so we grow together. Psst… there are some challenges too. Selling, love it or hate it this is a part of the job. This shouldn’t be too much of a challenge if you build great relationships with our residents. There is a requirement for you to help keep debt low. We get that sometimes times can be tough, so we have a debt management process in place to help when things go wrong. Summer Turn, this is when our residents leave us at the end of the year, and we welcome new residents. The rooms need to be cleaned, repaired, and made ready. This time can be busy, hard work but also fun and rewarding. 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.