Customer Service Advisor

We are looking for an enthusiastic Customer Service Advisor to join our team helping us provide a first-class service for our students at our purpose-built student accommodation here in Newcastle.

**About Abodus**:
The Abodus ethos is to offer affordable and stylish student accommodation across the United Kingdom, in the best student cities.

Our promises to residents are what sets us apart from other student providers: Maximising your Budget, Keeping You Zen, Keeping You Safe, Keeping You Lit, Keeping You Entertained, Staying On Top Of Your Study Game. If you think you can help deliver these promises to our residents, we want to hear from you

**MAIN PURPOSE OF ROLE**

To accurately record requests for service, deal with general customer queries and advice, incoming mail and access control.

To effectively promote and deal with sales enquiries for the site, to assist in achieving targets.

To carry out administration duties as required and support the site team

**RESPONSIBILITIES, DUTIES AND TASKS**
- Greet and welcome internal customers, visitors, contractors and clients at reception.
- Work closely with the site team providing a one stop seamless service to all tenants, visitors and staff
- Respond to all enquires in a courteous and professional manner at all times providing information and advice when required.
- Deal with repairs requests, ensuring key information is sort, and ensuring good communication with the customers at all times.
- Assist in maintaining the security of the property through allocation of keys and the electronic fob access system.
- Proactively handle new enquiries and encourage sales, by way of viewings, and follow ups.
- Assist and support all sales and marketing activities including managing social media activities.
- Encourage customers to re-book and advise of the rebooking process.
- Work as part of the team to coordinate and promote the social engagement programme.
- To assist with the management and development on the StarRez tenancy management system
- To provide admin support for the Purchase order system including chasing contractors and suppliers for invoices.
- Chase for rent and debt payments to ensure quick intervention and advise if given where required.
- To receive and sort daily post, parcels and deliveries.
- To provide administrative and clerical support.
- To ensure the reception area is always kept tidy and presentable.
- To archive site files and log historic data on the system.
- To have a thorough knowledge of the property, its layout, services provided, its policies and procedures and its key personnel.
- To help the rest of site team in keeping the site clean, tidy and well presented at all times.
- To work outside of normal working hours as and when required (to cover key Check-In Day/Open Days, etc.).
- Promote the site at open days and accommodation fayres where required
- Attend any training courses where necessary for professional development.
- Work as part of the team to ensure targets and Key Performance Indicators are met.

**GENERAL DUTIES**
- To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
- To undertake such other duties, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses.
- To undertake health and safety duties commensurate with the post and as detailed in the Company’s Health and Safety Policy.
- To act as an ambassador of the Company and promote the company brand; displaying a positive image to customers and members of the public at all times.

**EXPERIENCE/KNOWLEDGE**: It is essential that the postholder has:

- Strong understanding of what constitutes excellent customer service.
- To be able to use and act on own initiative without instruction or direction.
- Able to work accurately and effectively under pressure
- Analytical and problem-solving skills.
- Good verbal and written communication

It is desirable that the postholder has:

- A good understanding of Facilities Management, compliance and legislative requirements.
- A sound understanding of ANUK guidelines.
- Experience in the Sales and/or Marketing sector.
- An up-to-date knowledge of popular social media platforms including; Facebook, Twitter and Instagram
- Experience in debt management processes.

**SKILLS AND ABILITIES**: It is essential that the postholder has:

- Resourcefulness
- Ability to prioritise tasks with conflicting deadlines
- Ability to multi task
- Ability to positively communicate in difficult or contentious situations
- Ability to develop and maintain strong relationships with internal and external customers
- Ability to diagnose and resolve problems quickly
- Excellent IT skills
- Excellent attention to detail
- Excellent organisational skills
- Strong team working skills
- Flexible approach