Front Desk Coordinator

1 week ago

Leeds, Leeds, United Kingdom Downing Full time
Job Description

Job Title: Customer Service Administrator

Job Summary:

We are seeking a highly motivated and customer-focused individual to join our front of house team as a Customer Service Administrator. 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 luxury 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, showcasing the amenities and services offered.
  • Building Management: Ensure the building is 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 in line with company procedures.
  • Student Welfare: 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 Scores: Maintain the site's review scores across all platforms above 4 stars, ensuring excellent customer satisfaction.
  • Health and Safety: Comply with Health and Safety requirements, ensuring a safe working environment for all staff and residents.
  • Post and Deliveries: Manage incoming post and deliveries, ensuring efficient distribution to residents.

Key Requirements:

  • Customer Service Experience: Previous experience in a highly customer-focused role, with a proven track record of delivering exceptional service.
  • Industry Knowledge: Experience within accommodation, hotels/hospitality, or retail would be preferred, but not essential.
  • Communication Skills: Outstanding customer service skills, with strong verbal and written communication skills.
  • Problem-Solving: The ability to think on your feet, responding to unexpected situations and resolving issues efficiently.
  • Professionalism: A confident, polite, and professional persona, with a smart and presentable 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.
  • Saturdays: 1 in 4 Saturdays, 8am-5pm on a rota'd shift basis, with hours given back in lieu the following week.
  • Summer Turnaround: Additional support may be required during the summer turnaround period, covering additional hours as needed.

Benefits:

  • Competitive Salary: A competitive salary package, reflecting your skills and experience.
  • Holiday Entitlement: 25 days holiday, plus bank holidays, providing a good work-life balance.
  • Overtime: Paid overtime, recognizing your hard work and dedication.
  • Pension Scheme: A contributory pension scheme, supporting your long-term financial security.
  • Life Assurance: Life assurance cover, providing peace of mind for you and your loved ones.
  • Employee Assistance Scheme: Access to an employee assistance scheme, offering confidential support and guidance.

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