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Senior Student Support Advisor

2 months ago

Bristol, Bristol, United Kingdom Unite Foundation Full time
About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK's leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling us home.

We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Our Commitment to Inclusion

We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn't just what we do but who we are. Employees, students and neighbours all contribute to building environments where we can all thrive.

Job Overview

We are seeking an experienced Senior Student Support Advisor to join our Contact Centre team at our Head Office, South Quay House. As a key member of our team, you will play a vital role in delivering exceptional customer service to our students and employees, handling webchat, social media, phone and email queries.

Key Responsibilities
  • Maintain awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance
  • To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
  • Deliver central processes and conduct all duties in line with Unite Students policy and procedure
  • E nsure incidents are reported via the correct channels
  • E nsure a safe and secure environment at all times
  • Fulfill varied administration and auditing requirements
What We're Looking For

We are looking for solutions-focused, customer-orientated individuals who can deliver high-quality interactions and commit to taking ownership of any issue and utilising all available resources to resolve them first time.

You'll be someone who can work across a range of customer-impacting disciplines; from accounts queries, to emergency support. Excellent written and verbal skills are essential, as well as confidence in speaking with people over the phone; a clear and articulate telephone manner.

You'll also be able to remain patient, calm and solutions-focused during challenging interactions, and have the ability to work as part of a rota, including evenings and weekends.

What You'll Get in Return

A competitive salary of £22,000 - £24,000 per annum, depending on experience, plus a discretionary annual bonus, 25 days' paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service.

A generous pension scheme - employer contributions between 5% and 11% depending on how much you save, various benefits to support your health and wellbeing, including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends.