Part-time Customer Service Advisor - Oxford 20 hours a week As a Customer Service Advisor within the Property Team, your primary role will be to ensure the smooth operation of service KPIs while delivering an exceptional student experience. You will be the first point of contact, driving high-quality customer service with the safety and welfare of students as a top priority. Key responsibilities include managing a meet-and-greet reception, providing facilities management support through the help desk, and assisting with administrative and back-office tasks to support the Property Manager and site operations. Additionally, you will play a key role in welcoming visitors, handling open days, intake days, departures, and engaging with students, visitors, and College or University staff. About Us Formed in 2013, the Almero Student brand and national footprint has expanded year on year. The Almero team aim to create strong relationships with their students and ensure we provide a great place to study, sleep, make friends and be safe whilst enjoying the culture and benefits of their chosen city. Almero has 18 sites with over 2200 rooms throughout the UK, with locations in Bristol, Newcastle, Exeter, Leeds, York, London, Manchester, Oxford, Nottingham and Birmingham. Almero Student offers a variety of affordable, well-managed accommodation providing the highest standards for students. Our focus has been on cities with world renowned Russell Group Institutions with a strong student demand. We have ambitious growth plans and in conjunction with our financial partners aim to have 5000 beds under management by 2025. This is a great opportunity to join a fast-growing company, to develop your skills and be a part of the operational team that will deliver on their targets. Almero student’s aim is to provide best-in-class experiences for student residents living in our communities. We do this by putting people first—both our residents and our employees. We believe in investing in our people through superb training and support, generous employee benefits and perks, and opportunities for career advancement by growing throughout our portfolio. Key Responsibilities and Duties Provide an excellent and customer focused reception service to all students and visitors. Provide a professional helpdesk and telephone service with calls answered promptly, knowledgably and helpfully. Promptly and courteously deal with enquiries from customers and visitors to the property, providing appropriate advice and information, through a variety of methods, including email, website, telephone and in person. Ensure the highest level of customer service is maintained at all times and act as a role model for excellent service delivery. Issue and collect visitor passes and manage the sign-in and sign-out process. Support student check in and check out activities. Manage the booking out and return of keys and fobs and coordinate the replacement of lost keys or fobs. Assist on open days and carry out viewings. Provide and display information to students in relation to travel, events, luggage storage and tenancy procedures. Sort the incoming and outgoing post and parcels and log all correspondence. Deal with local community issues and escalate them accordingly to the Property Manager for interventions if required. Carry out general administration and office support, including typing, photocopying, scanning, filing and ordering of stationary off the approved list. Ensuring that databases and spreadsheets are maintained as required. Manage, prepare and clear any meeting rooms that have bookings, ensuring rooms are prepared with AV equipment needs and refreshments, where necessary. Manage the signing in of external parties, including contractors and that permits for working are in place. Comply with Health and Safety working practices at all times and provide information to visitors and subcontractors on Almero Student processes. Log any reported faults, prioritising and monitoring the status of any faults and liaising with the Property Team to ensure they are aware of the status to support the delivery of service KPI’s. Respond to emergencies in a professional and diligent manner. Follow the complaints procedures and to receive, log and attempt to resolve complaints received from customers with a view to the continuous improvement of our services. Embed customer involvement by involving and consulting with customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our property through entertainment and involvement. Be vigilant regarding student welfare issues and to report any student problem or any unusual behaviours to your line manager immediately. Essential Requirements An advocate of customer care including experience of dealing with a range of customer queries/concerns in a professional manner. Experience of Microsoft Office software, financial computer systems and databases. Experience of accurately inputting to databases, maintaining manual/electronic records and the analysis and manipulation of data. The ability to present information in an accurate, professional and appropriate format. Excellent communication and interpersonal skills. Experience of prioritising workload to meet competing deadlines without close supervision. To be proactive in approach, with the ability to come up with ideas and resolve issues or problems quickly and effectively. Ability to work in a team and have a flexible approach to work. The ability to maintain strict confidentiality in relation to information and data Knowledge of Facilities Management and Health and Safety requirements Company Benefits Private Medical Insurance Private Dental Insurance Annual Wellbeing Fund Enhanced Pension Life Assurance Annual Salary Review Quarterly Engagement and Social Events 2 Volunteering Days per year Employee Matching Scheme