Contact Centre Advisor

1 day ago

Birmingham, United Kingdom Student Roost Full time

**Contact Centre Advisor**

**FTC until 30th September 2025**

**Closing date**: 24th January 2025

The Contact Centre Advisor plays a key role in our arrears process. They are responsible for calling non-paying customers and determining why their payments are outstanding, explaining payment options and informing them of payment plan options. Youll also be liaising directly with our property teams to keep them informed of progress.

Other tasks include using internal software systems to manage customer accounts. There will also be a requirement to follow up offered bookings and close a sale, process refunds, and check guarantor status.

**_ We are Student Roost._**

**_ Its more than a room, Its more than a job_**

**The you part**

Think youre right for the role? We hope so too.

You will be someone we can count on to:
**OWN**
- Have excellent telephone manner and have the requisite social skill to manage calls of a sensitive nature.
- Cultivate working relationships with customers, guiding them through the repayment process.
- Follow up with customers to ensure payments are made in a timely manner.
- Have the drive and enthusiasm to hit KPIs.
- Be able to work autonomously and part of the team.

**DO**
- Handle customer questions and queries with a positive and friendly attitude, always remaining assertive and compassionate.
- Identify a variety of customer types (e.g. new customer, re-booker, escalated debtor) and make key decisions on how to proceed with their accounts.
- Update systems and reports with complete and comprehensive detail.
- Process payments and handle transactions over the phone.
- Review daily/weekly/monthly reports with the team and assist the team in prioritising task lists.

**LEARN**
- Understand our customer proposition, together with rent instalment schedules and arrears process.

**COLLABORATE**
- Contribute to team meetings to determine best approach to managing competing priorities and drive efficiencies.
- Work closely with properties to deliver best outcomes for their asset.

**Psstthere are some challenges too**

**You will have experience of**:

- Making outbounds calls, updating reports and systems with clear, comprehensive notes.
- Proven customer service experience.
- Ability to quickly build rapport with different customer personalities and types.

**The us part**

So you know what were looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built accommodation properties across the UK but more than that, Student Roost is its people.

While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference everyday you show up, and in return well show up for you by rewarding whats right, supporting you in your career growth and aspiration, and championing the unique qualities and ideas that only you can bring to the business.

Simply put: you do you, so we grow together.

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