Resident Support Specialist

6 days 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 the first point of contact for residents and visitors, you will be responsible for providing exceptional service and ensuring a high-quality experience for our tenants.

Key Responsibilities:

  • Front Office Support: Provide assistance to residents and visitors, maintaining a professional and courteous demeanor at all times.
  • Booking and CRM System: Update our in-house booking and customer relationship management system to ensure accurate and timely information.
  • Customer Show Rounds: Support customer show rounds to maximize occupancy of the residence.
  • Building Management: Ensure the building is managed and maintained in line with company policies and procedures to provide a high-quality service to 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.
  • Review Scores: Maintain the site's review scores across all platforms above 4 stars.
  • Health and Safety: Comply with Health and Safety requirements.
  • Post and Deliveries: Manage incoming post and deliveries, ensuring efficient distribution.

Key Requirements:

  • Customer Service Experience: Previous experience in a highly customer-focused role.
  • Industry Knowledge: Experience within accommodation, hotels/hospitality, or retail would be preferred.
  • Communication Skills: Outstanding customer service skills with strong verbal and written communication.
  • Problem-Solving: The ability to think on your feet.
  • Professionalism: A confident, polite, and professional persona.
  • IT Skills: Good working knowledge of IT systems, including Microsoft Office and Social Media platforms.
  • Appearance: Smartly presented.

Working Hours:

  • Monday to Friday 8am- 5pm or 9am - 6pm on a rota'd shift basis
  • We require you to work 1 in 4 Saturday's 8am to 5pm on a rota'd shift basis, with hours given back in lieu the following week.
  • During our summer turnaround period, we may require additional support to cover additional hours.

Benefits:

  • Competitive salary
  • 25 days holiday, plus bank holidays
  • Paid overtime
  • Pension scheme
  • Life Assurance cover
  • Employee Assistance Scheme

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