Night Owl

**Job title: Night Owl**

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Hours: 42 per week working 12 hour shifts on a 4 on, 4 off rotation

**Salary**: £27,300.00

**_ The City: BELFAST - _**_The city _famous for building the_ Titanic_, a city known for its hospitality and bustling nightlife. Belfast is_ home of the Belfast Giants_ Ice Hockey Team and Ulster Rugby Team_ With more than 51,000 students studying across Queens_ University,_ Ulster University, _St Marys University and Belfast Met to name a few, _we provide top class, quality accommodation as well as great service We are STUDENT ROOST_

**_ The Site: _**_The perfect team of nine, which consists of a Senior Operations Manager, Assistant Operations Manager, 3 Customer Service Advisors, 1 Housekeeper, 2 Night Owls, and _M_aintenance. Swanston House is operated 24 hours a day, 7 days a week, 365 days a year by our welcoming and friendly team._

**_ The Vibe:_**_ Swanston House is a diverse, central & social property, focused on resident wellbeing, experience & FUN _We_ strive to offer the best events and support for all residents. As a team, we endeavour to provide a homely and safe environment for our students._

**Are you a people person, awake to the opportunities of delivering exceptional **student support in the early hours?**

Our residents expect a round-the-clock service to fit with their busy study and social lives, so we need people who strive to deliver the same excellent level of customer service at 1am that we provide at 1pm.

As a Night Owl, you will be the first point of contact for residents between the hours of 8pm and 8am. From running onsite events and facilitating late night room viewings to collecting rent and liaising with overseas agents, being busy is what you do best. 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 Night Owl, you will know the strength of your smile.
- 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, 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 Night Owl 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 inclusivity.
- Educate yourself on the local support network that we can signpost residents to, who may be experiencing wellbeing or mental health issues, including primary points of contact at local universities.
- Develop a solid understanding of the local university picture, competitors and what makes your property the best option for any prospective residents.

**COLLABORATE**
- Work closely with the wider team: our people are great and you can be part of that
- Our value _Be Bold, Be Heard_ instils an open culture where we want to hear new ideas and how we can implement solutions to improve.
- Work with your colleagues to better deliver an enha