Customer Service Coordinator
4 weeks ago
We are seeking a highly motivated and customer-focused Customer Service Administrator to join our front of house team at Downing.
This exciting role will involve providing exceptional service to our residents, ensuring their needs are met and exceeded.
As a key member of our team, you will be responsible for maintaining a high-quality service, responding to customer enquiries and complaints, and taking appropriate action in line with company procedures.
You will also be responsible for creating a friendly and safe environment for students to feel comfortable speaking with the team about concerns they may have about their accommodation or wellbeing.
Key Responsibilities:
- Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times.
- Updating the company in-house booking and customer relationship management system.
- Supporting customer show rounds to ensure maximum occupancy of the residence.
- Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
- Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures.
- Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
- Always interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home.
- Engaged with the students to capture feedback and insight to improve services to their needs.
- To create monthly fun and diverse events for students to participate in and support the coordination of any open days
- To maintain the sites review scores across all platforms above 4 star
- Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals.
- Comply with Health and Safety requirements.
- Manage the incoming post and deliveries and ensure it is distributed efficiently.
Key Requirements:
- Previous experience within a highly customer-focused role.
- Experience within accommodation, hotels/hospitality or retail would be preferred.
- Outstanding customer service skills with strong verbal and written communication.
- The ability to think on your feet.
- A confident, polite and professional persona.
- Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
- Smartly presented.
Benefits:
- Competitive salary
- 25 days holiday, plus bank holidays
- Paid overtime
- Pension scheme
- Life Assurance cover
- Employee Assistance Scheme
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