Contact Centre Advisor

1 month ago

Bristol, United Kingdom Unite Foundation Full time

Salary: £23,423 per annum, plus bonus and benefits

Hours and Shifts: Monday - Sunday (working 1 in 4 weekends), 7.5 hours a day between 8am - 8pm (rotating shift pattern)

The Role

Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you`ll be an essential part of a highly skilled team, assisting internal and external customers with a wide range of queries, helping our students to navigate day-to-day life in their home.You`ll also help to provide knowledge and insight to the rest of the business, so that we can continue to improve our customers` experience with uS.

It`s an exciting and rewarding place to be, working as part of a lively team and in an environment committed to supporting your success as well as our students`. In return, you will receive great pay, training, competitive benefits, lots of opportunity to progress, and the support of a friendly and experienced team.

What You`ll Be Doing

  • Handling a wide range of customer queries, including:
  • Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests
  • Interacting with our customers through a variety of channels; including phone, webchat, social media and email
  • Representing our customers` voice at all-levels, proactively seeking opportunities for improvement to prevent future customer service failures.
  • Reporting any issue which prevents progression of normal duties to internal support teams (such as our IT Service Desk) and/or Team Leaders and Managers as needed

What We`re Looking for in You

  • A solution-focused, customer orientated individual, showing enthusiasm for making our customers feel supported when they need us
  • Previous customer service experience and/or excellent written and verbal communication skills
  • Ability to remain patient, calm and logical under pressure and during challenging interactions
  • Ability to organise & prioritise workload in a fast-paced environment
  • Target-driven and keen to perform to our department`s Key Performance Indicators and Service Level Agreements

What You`ll Get in Return

  • A discretionary annual bonus so you can share in the company`s success
  • 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
  • A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
  • Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
  • Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
  • Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more

About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling US home We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students, and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality , and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success , for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

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