Customer Service Advisor

4 days ago

Leicester, United Kingdom Lumis Living Full time
Job Description

About us

Introducing Lumis, a premier student accommodation provider offering a unique blend of comfort, convenience, and community. With current locations in the vibrant cities of Cardiff and Leicester in the UK, Lumis is expanding its reach across Europe. In Austria, Lumis boasts two state-of-the-art sites, one nestled in the cultural hub of Graz, and the other in the enchanting city of Vienna. Further expanding its international footprint, Lumis proudly presents a contemporary residence in Leipzig, Germany, providing students with a home away from home.


Excitingly, Lumis has its sights set on new horizons, with the construction of a dynamic student housing project underway in the heart of Dublin, Ireland. Additionally, a promising site in Portugal is in the pipeline, promising to bring the Lumis experience to even more students seeking modern, secure, and vibrant living spaces. Elevate your student living with Lumis - where every location is not just a place to stay, but a community to thrive in.


Job Purpose:

As a Customer Service Advisor at Lumis Living Leicester, you will be the first point of contact for students, providing exceptional customer service and support. Your role is to ensure that residents feel welcome, secure, and well-informed about our services. You will handle inquiries, resolve issues, and contribute to the smooth operation of the accommodation site.


About the role

  • Resident Support: Respond to all student inquiries, requests, and complaints in a professional and timely manner, ensuring high levels of customer satisfaction.
  • Communication: Provide clear and accurate information about the accommodation services, including tenancy agreements, rent, and facilities.
  • Issue Resolution: Handle and resolve complaints efficiently, escalating issues to the Accommodation Manager when necessary.
  • Check-ins and Check-outs: Assist with the student check-in and check-out process, ensuring a smooth transition for residents.
  • Building Tours: Conduct tours for prospective residents, highlighting the benefits of living at Lumis Leicester.
  • Documentation: Maintain accurate records of all inquiries and complaints, ensuring that resident data is up-to-date.
  • Community Engagement: Support the organization of social events and activities to foster a sense of community among residents.
  • Facility Oversight: Report maintenance issues and ensure timely resolution in collaboration with the maintenance team.
  • Administrative Duties: Assist with general administrative tasks such as updating databases, preparing reports, and filing documents.


About you

  • Previous experience in a customer service role, ideally within the property, hospitality, or student accommodation sector.
  • Strong communication and interpersonal skills, with the ability to interact effectively with a diverse group of students.
  • Ability to remain calm and professional in high-pressure situations.
  • Excellent problem-solving skills and the ability to handle complaints tactfully.
  • Good organizational skills and attention to detail.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).


Preferred Skills:

  • Experience working within student accommodation or residential property management.
  • Knowledge of tenancy agreements and housing regulations.
  • Familiarity with CRM systems.


At Lumis Living, we are dedicated to cultivating a workplace atmosphere that encourages both professional excellence and personal fulfilment. Joining our vibrant team means gaining access to a comprehensive benefits package aimed at supporting your overall health and acknowledging significant moments in life. Below are some highlights of what we provide.:

  • 25 Days of Annual Leave, increasing to 28 days after 5 years of continuous service
  • Discretionary Bonus Scheme
  • Company Paid Sick Leave
  • Salary: £24,600

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