Customer Service Coordinator

3 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Downing Full time

About This Role

Downing is looking for a skilled Customer Service Administrator to join our front of house team. In this role, you will be the first point of contact for residents and visitors to our properties, providing exceptional service and support.

Key Responsibilities

  • Provide front of office support to residents and visitors, maintaining a high level of customer service at all times.
  • Update the company's in-house booking and customer relationship management system.
  • Support customer show rounds to ensure maximum occupancy of the residences.
  • Ensure the buildings are managed and maintained in line with company policies and procedures.
  • Respond positively and quickly to customer enquiries and complaints, taking 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 may have.
  • Interact with students professionally, showing empathy towards any issues and understanding that this is their home.
  • Engage with students to capture feedback and insight to improve services to their needs.
  • Organise monthly fun and diverse events for students to participate in and support the coordination of any open days.
  • Maintain the sites' review scores across all platforms above 4 stars.
  • Have regard for student welfare and liaise with the appropriate welfare professionals if necessary.
  • Comply with Health and Safety requirements.
  • Manage the incoming post and deliveries, ensuring they are distributed efficiently.

Requirements

  • Previous experience in a highly customer-focused role.
  • Experience in accommodation, hotels/hospitality, or retail is 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.
  • Smart presentation is essential.

Working Hours

  • Monday to Friday 8am-5pm or 9am-6pm on a rota'd shift basis.
  • We require you to work 1 in 4 Saturdays 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.

About Downing

Downing is an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 30 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects currently under construction.



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