Customer Service Assistant

**Brayford Estates Ltd, Brayford Quay, Newland, Lincoln, LN1 1YA**
- **Job Description - CSA - Customer Service Assistant**_

Reports to: Accommodation Manager

Salary -£11.44 per hour

Hours: PT - 20 Hours

Working Times**:Normal starting at (9.00am-1.00pm) Monday to Friday but the starting and finishing times may be different at certain times of the year (i.e. open days, intake and check out) and include evening and weekends as instructed by your line manager to suit the business. Cover unplanned absences and sickness of the Accommodation Team members; out of normal office hours to include the on-call rota which is essential.**

Direct Reports: Accommodation Manager, Accommodation Assistant.

External Relationships: University partners, Students in occupation, event guests, visitors, local residents and third-party suppliers.

**Purpose:

- **

To be part of the Accommodation team and drive performance of the service KPI’s whilst delivering an outstanding student experience.

Customer Service Assistants will be responsible for driving a high-quality customer service, with the safety and welfare of the students should always be paramount. The role involves providing a greeting, reception and facilities management help desk as well as supporting all back-office functions and administration in support of the operations and Accommodation Manager. The roles include supporting open days, intake days, departures, maintenance, as well as day to day visitors, students and college staff.

**Duties and Responsibilities**

To provide a cheerful reception service to all students and visitors

To ensure the highest level of customer service is always maintained and act as a role model for excellent service delivery.

To provide a professional helpdesk and telephone service with calls answered promptly, knowledgably and helpfully.

To issue and collect visitor passes and manage the sign-in-sign-out process.

To support student check in and check out activities.

To provide and display information to students in relation to travel, events, and tenancy procedures.

To sort the incoming and outgoing post and log correspondence.

To carry out general admin including typing photocopying scanning, filing, maintaining databases and spreadsheets as necessary.

To manage/prepare the meeting rooms, preparation, equipment needs, refreshments and clearing tables.

To help in the planning and attending of events to increase student engagement and enhance a professional working relationship with the tenants. **These events include occasional extended hours and evenings to suit the events staged.**

To manage the booking out and return of keys and fobs and replacement of lost keys/fobs.

To manage the sign in of contractors and that their documentation and permits to work are in place

To comply with Health and Safety working practice and to provide information to visitors and subcontractors.

Logging reported faults and prioritizing and monitoring the status of the fault and liaising with the Accommodation Office staff to ensure they are aware of the status to support the delivery of service KPI’s

To respond to emergencies both during and out of working hours, in a professional and diligent manner.

To provide administration assistance to the Accommodation Manager including typing, general admin, organizing travel arrangements etc.

To follow the complaints procedures and to receive, log and attempt to resolve complaints received from customers with a view to the continuous improvement of our services.

To work effectively under your own initiative and with a small team of committed and conscientious colleagues to achieve the objectives of the company goals.

Embed customer involvement by involving and consulting customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our accommodation at Brayford Quay through entertainment and involvement

To be vigilant regarding student welfare issues and to report any student problem or any unusual behaviour to your line manager.

The above outlines the main duties and responsibilities of the position, however these should not be considered to be the only ones and there could be additional elements which are included in future commensurate with your skill and training and consistent with the level and responsibilities of the role..You will be expected to work in a multitasking manner and to support other members of the team across a range of duties which could include helping Maintenance operator and cleaners to ensure tasks are complete as directed by your line management

**Skills**

IT Skills - Microsoft Outlook

IT Skills - Microsoft Office

IT Skills Excel

IT Skill - Publisher

Excellent communication and interpersonal skills

Understanding and responding to the needs of students

Good organisational skill

Good customer care and communication skills with students and visitors

Achieving goals and target within tim