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Customer Service Coordinator

2 months ago

Leeds, Leeds, United Kingdom Downing Full time
About the Role

We are seeking a highly motivated and customer-focused Customer Service Administrator to join our front of house team at Downing, a leading developer and operator of luxury student accommodation.

As a key member of our team, you will be responsible for providing exceptional service to our residents and visitors, ensuring a high-quality experience at our 474-bed CitySide student accommodation site in Leeds.

Key Responsibilities
  • Front Office Support: Provide excellent customer service to residents and visitors, responding to queries and resolving issues in a timely and professional manner.
  • Booking and CRM System Management: Update our in-house booking and customer relationship management system to ensure accurate and up-to-date information.
  • Customer Show Rounds: Support customer show rounds to maximize occupancy of the residence and provide a positive experience for potential residents.
  • Building Management: Ensure the building is managed and maintained in line with company policies and procedures, providing a safe and comfortable environment for residents.
  • Customer Enquiries and Complaints: Respond promptly and professionally to customer enquiries and complaints, taking appropriate action to resolve issues.
  • Student Engagement: Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they may have about their accommodation or wellbeing.
  • Event Planning: Plan and coordinate monthly fun and diverse events for students to participate in, promoting a sense of community and social interaction.
  • Review Management: Monitor and maintain the site's review scores across all platforms, ensuring a high level of customer satisfaction.
  • Student Welfare: Have regard for student welfare and liaise with relevant professionals as necessary.
  • Health and Safety: Comply with health and safety requirements, ensuring a safe working environment.
  • Post and Delivery Management: Manage incoming post and deliveries, ensuring efficient distribution.
Requirements
  • Customer Service Experience: Previous experience in a highly customer-focused role, preferably in accommodation, hotels/hospitality, or retail.
  • Communication Skills: Outstanding customer service skills, with strong verbal and written communication.
  • Problem-Solving: Ability to think on your feet and respond to customer queries and issues.
  • Professionalism: Confident, polite, and professional persona, with a smart appearance.
  • IT Skills: Good working knowledge of IT systems, including Microsoft Office and social media platforms.
Working Hours
  • Monday to Friday: 8am-5pm or 9am-6pm on a rota'd shift basis.
  • 1 in 4 Saturdays: 8am-5pm on a rota'd shift basis, with hours given back in lieu the following week.
  • Additional support may be required during our summer turnaround period.
Benefits
  • Competitive salary.
  • 25 days holiday, plus bank holidays.
  • Paid overtime.
  • Pension scheme.
  • Life Assurance cover.
  • Employee Assistance Scheme.