Service and Sales Advisor

**Who are we?**

Campus Living Villages is a global provider of student accommodation across four regions (Australia, New Zealand, USA and UK).

**Who are we looking for?**

We have an opportunity for a Full-Time Sales & Service Advisor based at our Manchester Support Office based in Salford Quays, near Media City, Manchester.

Working Monday to Friday (Weekend Work will be required during busy periods)

**1. **Key Accountabilities**

**Sales, Retention and Account Management**
- Provide expert advice on our villages which can positively influence buying decisions, maximizing conversion of enquiries to confirmed room bookings
- Provide students with support to ensure all booking stages are completed and all data is captured, prior to arrival, including but not limited to, guarantor and direct debit details
- Provide support to International agents, processing bookings, dealing with enquiries and resolving issues
- Maintain the room profiling and availability for our villages to ensure student can book through the online portal
- Provide support to the Village teams and University partners, processing allocations and chasing nominated students to completion
- Support with driving additional revenue through promotion of additional basket products and services
- Maintain the room inventory, pricing and availability for our villages through external channels such as listing sites, online travel agents and partner website to maximize room revenue
- Supports the sales function of the business working closely with the Village Directors and Teams to implement promotional plans and sales initiatives
- Follow up, in a timely manner, all open day, housing fair and locally generated leads, maximizing conversion to in room bookings
- Promotes and upsells summer extensions to current residents
- Process payments for academic and short stay transactions via SagePay (where applicable), ensuring outstanding payments are being collected in a timely manner and low debt levels are maintained
- Chase outstanding payments in line with the national debt process
- Supports the Business Development Manager in all short and summer stay enquiries, working closely with all staff across the business to ensure smooth running of the summer and short stay business
- Manage reservations by inputting into the Reservation Management System - ensuring accuracy and consistency throughout
- Contribute towards economic occupancy targets of all villages within the Customer Contact Village through achieving sales targets
- Consistently deliver excellent customer service, provide friendly and helpful support and a passion for sales
- Play an active role in the delivery and communication of major campaigns
- Ensure that high levels of detail and accuracy are applied to customer records kept within Zendesk, Siteminder, StarRez and all other systems which are used within the Customer Contact Village
- Assist in the production of timely and accurate reporting, including providing information on key areas of responsibility
- Proactively seek to identify and alleviate blockages in the sales process, selling directly to prospective customers at all times
- Assist in the accurate improvement and enrichment of web content, providing feedback to the marketing team
- Ensure all CLV marketing and brand guidelines, along with all associated policies and procedures, are followed and that information provided to prospective residents is both accurate and timely
- Ensure a positive impression of all CLV Villages is created for all prospective customers, parents and clients through the provision of excellent customer service, comprehensive viewing management, the delivery of consistent and persuasive sales messages and timely follow up procedures
- Promote a ‘customer first’ culture and ensure customer expectations are met or exceeded
- Be an expert in all StarRez processes relevant to sales, retention, accounts and service
- Assist with the coordination of operational workflows, and help to ensure effective communication between relevant staff
- Attend open days and provide in-village support as required, on an ad-hoc basis

**Operations & Administration**
- Support the development of new revenue streams and other strategic initiatives and projects
- Assist as required in market research initiatives that support sales performance

**Compliance**
- Support and comply with relevant CLV policies, including but not limited to health & safety, data protection, People matters and privacy policies

**Legal**
- Be fully conversant with the Village Residential Agreements, Village Rules, the Village Handbook and all applicable Rules and Regulations

**Miscellaneous**
- Any other reasonable duties as directed by the National Sales Manager and/or Head of Sales
- Proactively participate in CLV business-wide initiatives, as agreed with the Head of Sales.

**2. Key Skills Required**

**Key Competencies**
- Adaptability
- Building Customer Loyalty
- Communication
- Continuous