Customer Service Team Leader
2 weeks ago
Your role could be based in any of the student accommodation buildings located around Manchester City Centre. This is a customer service based role, you will be working as part of the reception team on a rotating shift pattern of either a 0700-1500 or 1400-2200shift. You may be required to work weekends however you will work 5 days per week in total so may have 2 week days off.
- Be a brand ambassador and always act with positive intent
- Responsible for providing CARE (Connect, Act, Respect and Encourage) in the provision of a world class student experience to our residents and each other
- Responsible for getting to know and actively listening to our students, directing them to available support whenever it is needed
- Accountable for responsiveness and taking appropriate action on receipt of student feedback, resolving issues either directly or indirectly and making sure a resolution is found or the issue is escalated in the right amount of time
- Responsible for adhering to Company policies, procedures and specified and trained ways of working at all times
- Accountable for proactively handling sales enquiries and helping our current students and new students book with us. You will need to be able to build a good rapport with students and carry out both face to face and virtual viewings. There will also beoccasional housing fairs to attend, university open days, stall days and other brand led activity to promote our accommodation and to help us reach our sales KPIs.
- Responsible for maintaining a safe environment for everyone, the completion and recording of basic monitoring and compliance where trained to do so, and taking appropriate action in case of incident or emergency
- Responsible for supporting Resident Ambassadors to create and build a community, ensuring brilliant events are delivered in line with Unite expectations and made available for every resident
- Responsible for keeping a clean, tidy and well-maintained environment and never walking past a mess without doing something about it
- Responsible for the receipt, logging and correct distribution of post and parcels in line with set procedures
- Responsible for understanding our sustainability strategy, why it matters to us and our stakeholders, and actioning any opportunities the role presents to help achieve our sustainability targets
- Responsible for organising team rotas.
- Attending team meetings to promote positive working practise and deal with key points.
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