Customer Service Advisor- Swanston House

4 weeks ago

Belfast, United Kingdom Student Roost Full time

**Customer** Service Advisor**

**Location**:Swanston House
- Belfast**

**Hours: 37.5 Hours**

**Salary**:£19,656**

Come and join our team in Belfast Our property Swanston House is a wonderful blend of modern living and Victorian architecture. The building dates back to 1890 where it began life as a linen factory before being fully renovated to modern purpose-built student accommodation in 2018.

Swanston House has 317 rooms and is situated in the heart of Belfast City Centre, only minutes walk away from an array of eateries, coffee shops, shopping hotspots, night life and Belfast City Hall. Due to the city centre location Swanston House benefits from excellent local transport connections nearby.

We are looking for a Customer Service Advisor with a passion for events, social media and a genuine interest in enhancing student experience to work closely alongside our existing team. Swanston House is a hub of activity with something for everyone. We organise regular events to cater to as many people as possible to give residents the best experience possible whilst they live in Swanston House. From Tye Dye T Shirt workshops to Scavenger Hunts, Coffee Workshops to Pumpkin Carving, there is something for everyone.

Our Customer Service Team work on a 5 days on, 3 days off shift pattern to maximise your work life balance and give staff adequate down time to relax and unwind.

Our Customer Service Advisors are the first point of contact for our 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. You will support our residents who might need to report a maintenance issue, collect a parcel, ask for directions or just need someone to talk to. Youre an important part of our residents stay with us, so we look for people who are keen to deliver a wonderful experience, in every interaction.

**This person is 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 and as a Customer Service Advisor with us you 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 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 Manager responsibilities with ordering stock for you property.
- Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.

**Do**:

- Enjoy the social side by taking the lead on organising social events for our residents; including marketing of events, room set-up and take-down as necessary
- Every student is different and so are the teams that work in our properties our value _You, Do You_ encourage you to bring your whole self to work, dont leave your personality at the door.
- 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**:

- From your Best Start Ever you will 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**:

- Working closely with the wider team
- Our value _Be Bold, Be Heard_ provides 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 service to residents

**Within**

**1 month** You will start to understand the culture and values of Student Roost. You will be getting to know the sales cycle of your building and having a go at carrying our viewings. You will be getting to grips with the site inbox, knowing which enquiries you can confidentially respond to and which need escalation.

**3 months** You will have met and built strong high-quality relationships with our people, residents, clients, and colleagues. Your knowledge of the site and processes is well underway. You are familiar with the debt process and comfortable with sales enquires, carrying out viewings with pride in your property.

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