Community Service Leader

7 months ago

Belfast, United Kingdom LIV Student Belfast Full time

**Community Service Leader (CSL) - your role**

We are looking for an out-going team member who will relish helping our students have the best experience during their time with LIV

Working as one of a team of 3 Community Leaders for our stunning LIV student residence in Belfast, you will support the Residence Manager with responsibility for community and resident wellbeing through excellent customer service.

With an eye for detail, it will be your responsibility to ensure that there is a seamless customer journey, with effective communication to residents and prospective customers. You will assist in generating initiatives for the residence and contributing to the growth in customer satisfaction and occupancy. This will be done through direct resident engagement activities, active sourcing of new initiatives and opportunities, collecting and following up on feedback, with a focus on driving our SPIRIT programme. You will manage the programming and local initiatives which enhance resident experience by driving a community culture and a sense of belonging amongst residents.

Your role is crucial in supporting the front of house operations of the business across for the residence to improve the resident experience. You will be responsible for ensuring a high standard of customer service at all times. You will be responsible for providing administrative support to maximise customer satisfaction and occupancy for the residence. Along with the other Community Leaders, you will be the first point of contact on the main reception desk, dealing with all front-line queries both in person, over the telephone and via digital communication channels. An ability as a methodical multi-tasker is essential.

Support and resident communication form a key part of the role, together with the administration of information and data for the purposes of accurate reporting and record keeping.

**Immediate start available**
- **KEY RESPONSIBILITIES & ACTIVITIES**_
- Lead front of house and telephone support; managing and dealing with enquiries
- Engaging with residents to help provide a ‘home-from-home’ experience.
- Arranging and develop student experience, culture “SPIRIT” through, programming, initiatives, events and administration.
- Actively engage with residents through company online platforms, such as MyLiv app, responding to news feeds posts, direct messages and posting regular on the news feed.
- Maintain visual promotions of up and coming programming/events and community lead initiatives.
- Ensuring customer expectations and satisfaction is achieved in line with the National Code of Standards and Liv Student’s own procedures.
- Be fully conversant with the residences’ Mental Health awareness protocols; be able to direct students to specialist resources and be able to deal with emergency situations if they arise.
- Actively maintain relevant messaging to residents on wellbeing and external support services.
- Actively seek and act on resident feedback to improve services.
- Ensuring a high standard of customer service at all times.
- Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
- Ensuring customer expectations and satisfaction is achieved in line with the National Code of Standards and Liv Student’s own procedures.
- Be proactive and inform the management team of any problems and situations arising.
- **PERSON SPECIFICATION**_
- Minimum: Educated to NVQ level 3 and/or GCSE level A - C standard or equivalent.

**Experience**
- Previous experience in a client facing service industry (PBSA and/or front desk hospitality preferred).
- Knowledge of student accommodation business cycle and/or management of block residences.
- Previous administrative experience in a sales/business development environment
- Strong understanding of business planning in terms of process and presentation.
- Proven communication skills.
- Strong attention to detail.
- Effective planning and time management.
- Familiarity with the 18-25 year market and/or current youth trends.
- Proactive and strong ability to problem solve, multi-task, plan and organise. A strong communicator with a direct and open style. You must be able to communicate confidently, fluently and logically.
- Ability to work at pace whilst maintaining a high level of accuracy and attention to detail. Able to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.
- Friendly and approachable, self-motivated, professional, resilient, adaptable.
- An excellent working knowledge of MS Word, Excel, Outlook. Experience with online booking platforms an advantage (StuRents)

**Circumstances**
- Ability and willingness to work flexible hours as determined by the needs of the business.
- Able to work days and weekends including bank holidays as required during busy periods.
- Able to work at key periods throughout July, August and September, as requested by the General Manager, to assis

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