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Customer Service Advisor

3 months ago

Birmingham, United Kingdom Prime Student Living Full time

Prime Student Living are looking for Customer Service Advisors to join the team

We have two positions available:
1 Part time Customer Service Advisor for 16 hours a week on Saturdays and Sundays.

1 Full time Customer Service Advisor Monday to Friday for 37.5 hours a week.

In the heart of Birmingham city centre, and only a few minutes’ walk from the station and shopping centre, Kensington House is a prime student accommodation
- no pun intended

**Department **Operations

**Reports to **Property Manager

**External Relationships**:University partners, local community partners (e.g. local authorities, emergency services), third party suppliers.

**Purpose**

To provide an outstanding student experience through working with colleagues, delivering high quality customer service and ensuring the safety and welfare of the students within the property cluster

**Main Accountabilities**

Deliver excellent customer service

Adhere to Health & Safety legislation and procedures at all times and ensure that all activities are compliant with audit requirements.

Provide a decisive and effective response to customer complaints, general enquiries, issues and incidents (e.g. power and water outages, fire alarm evacuations), resolving, escalating and / or seeking support from colleagues where necessary.

Deliver property sales targets

Manage property debt

**Main Responsibilities**

Ensure property is safe and secure at all times.

Ensure a high standard of property presentation, including reception and communal areas, show flats and customer rooms, taking steps to resolve any issues found.

Ensure required maintenance work within the properties is reported and completed in a timely manner.

Contribute to the delivery of all property KPIs including debt, sales, audits and customer satisfaction.

Manage customer issues in a calm, courteous and professional manner.

Escalate issues as appropriate, maintaining ownership and liaising with the customer as necessary.

Support the delivery of customer satisfaction action plans / recommendations.

Maintain customer information including booking system, hardcopy files and Excel spread sheets, ensuring customer data is accurate, secure and compliant with GDPR

Work collaboratively and flexibly to help the overall city team to deliver its objectives, supporting colleagues, suggesting improvements and sharing best practice.

**Principal Tasks**

Conduct weekly / monthly property audits.

Review property hazards and risks on a daily basis, ensuring safe working practices are followed and that serious incidents are escalated.

Conduct sales conversations and show flat viewings. Ensuring enquiries are logged and followed up

Processing of customer tenancies, ensuring accuracy, updating tenancy trackers, following through until all elements of the booking are complete

Deposit processing and return ensuring compliance to company processes and government guidelines

Provide general reception services, including key management and handling, first-line response to customer issues and incidents, welcoming visitors and contractors (and following relevant security processes).

Work closely with other members of the team and support in delivery of their roles

Assist with and resolve customer issues, and customer and flat disputes when necessary.

Maintain positive community relationships e.g. neighbours, local communities, emergency services and local authorities

Foster effective working relationships with University partners

Support summer room turnaround such as check in / out and conducting room and communal area inspections

A flexible approach to work patterns is required during critical business times such as Check Out and Check In and some weekends and overtime will need to be worked as required

Undertake additional duties and tasks as requested by the city management team.

**Job Types**: Full-time, Part-time, Permanent

**Salary**: Up to £22,575.00 per year

Schedule:

- Monday to Friday
- Overtime
- Weekend availability
- Weekends only

**Experience**:

- Customer service: 1 year (required)

Work Location: In person

Reference ID: 102
Expected start date: 01/02/2024