Customer Service Advisor

7 months ago

London, United Kingdom Student Roost Full time

...........................................................................................................................................................................................................................................................................................................................................................................................................................

Hours: 37.5 per week

**Salary**: £24,472.50 per annum

**The City**:Walthamstow, London. Genuinely one of the coolest boroughs to live and work in London. We have everything a student could need; easy and quick transport links to central London and its universities, craft breweries with street food and events on each week, specialty coffee shops and micro bakeries, indoor and outdoor markets including Europe's longest market on our high street and a 211-hectare urban nature reserve right on our doorstep.

London houses over 400,000 students each year and Mannequin House is that home away from home with amazing service 24/7 from our team.

**The Site**:We are a flexible team of nine, which consists of a Senior Operations Manager, Assistant Operations Manager, three Customer Service Advisors, two Housekeepers, and two Maintenance operatives. Mannequin House is staffed 24 hours a day, 7 days a week, 365 days a year by our friendly and approachable team. We work shifts covering the hours of 8am to 8pm and then handover each evening to a security guard.

**The Vibe**: Were an efficient team which allows for a relaxing atmosphere, we take the time to get to know residents through our friendly and open reception area and by hosting events across the month. Were a unique building that covers over 35 London Universities. With 80% of our residents being from abroad, we put a lot of focus on resident wellbeing and ensure everyone enjoys their time with usits usually their first impression of London

**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 were about, right the way through their journey with us to check out. Youre 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.

**_We are Student Roost._**

**_Its more than a room. Its more than a job._**

**The you part**

Think youre the right fit for this role? We hope so too.

Youll 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 Managers 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. Dont leave your personality at the door and please bring your whole self to work its this you we want to see every day.

**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.
- 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.

**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.
- Pride yourself on an understanding of the demographic of your residents and tailor events to drive in

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