Contact Centre Advisor

1 week ago


Bristol, Bristol, United Kingdom Unite Students Full time
Working Hours and Shift Pattern:
  • 5 x 8 hour shifts per week (37.5 paid hours)
  • Mon-Sun (1 in every 4 weekends, Saturday & Sunday)
  • Rota between 8 am - 8 pm
Purpose of the Job:Our Contact Centre plays a crucial role in the core operations of Unite Students. We deliver round-the-clock service to both our students and employees, handling various channels like webchat, social media, phone, and email inquiries. Every day brings new challenges; from assisting students in finding their ideal accommodation to collaborating with field operations teams during emergencies. At the heart of our organization, the Contact Centre is a dynamic hub that fosters personal development and drives our customers' achievements.You will be stationed at our Contact Centre located in the vibrant environment of South Quay House, our Head Office. Working alongside the Advisor and Leadership team, you will engage in diverse tasks across multiple communication channels. Your Team Leader will set the focus of your shift, ensuring a mix of responsibilities that enhance your skills and pave the way for career progression at Unite Students.Who We Are Looking For:
  • We seek individuals who are solution-oriented and customer-centric
  • You should be passionate about delivering exceptional customer service
  • Adaptability is key, as you will handle a range of customer-related matters from account inquiries to emergency support
  • You must provide high-quality interactions, taking ownership of issues and utilizing available resources to achieve prompt resolutions
  • Driven by targets, you will strive to meet Key Performance Indicators and Service Level Agreements
  • A strong team player who understands the impact of individual performance on team and customer success
  • Committed to personal development, leveraging feedback to maximize potential growth
  • Capable of supporting others during high-profile and emergency situations
What You'll Get in Return:
  • An annual bonus reflecting the company's success
  • Access to lifelong learning supported by the Academy to advance your skills and career
  • 25 days of paid holiday
  • Pension scheme with additional contributions based on your savings
  • Shared Parental Leave entitlement of 18 weeks at full pay
  • Benefit from our Gold Investors in People award, showcasing our commitment to your well-being and professional growth
  • Additional perks include Sharesave, Bike to Work, Charity Match, exclusive discounts, and more
Essential Requirements:
  • Strong written and verbal communication skills
  • Confidence in phone conversations with a clear and articulate manner
  • Ability to maintain patience, remain calm, and focus on solutions during challenging interactions
  • Availability to work shifts, including evenings and weekends
Desirable Qualifications:
  • Background in student services
  • Familiarity with contact-center systems
Compliance Responsibilities:
  • Adherence to Health and Safety regulations at all times
  • Awareness of current legislation related to Health and Safety, Data Protection/GDPR, and compliance
  • Follow Data Protection and associated policies to ensure confidentiality and security of employee and customer data
  • Conduct all duties in alignment with Unite Students policy and procedures
  • Prompt reporting of incidents through designated channels
  • Maintaining a safe and secure environment
  • Fulfilling administrative and auditing obligations


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