Customer Service Advisor

**Customer Service Advisor - Out of Hours**

**18.75 hours per week**

Home Parks central location, only 5 minutes walk from bus and train links and a short stroll into the town centre and beach make this a popular accommodation choice for 450 university students. With recently refurbished social spaces, a gym and cinema room, in the heart of Bournemouth.

Our Night Owls are the first point of contact for our residents between the hours of 8pm and 8am, providing the same excellent levels of customer service at one oclock in the morning as they would receive at one in the afternoon. Our Night Owls provide a wide range of services from late night show flat viewings, rent collection and running on site events to liaising with our overseas agents. You will support our residents who might need to report a maintenance issue, collect a parcel, ask for directions or just need someone to talk to. Youre an important part of our residents stay with us, so we look for people who are keen to deliver a wonderful experience, in every interaction.

**This person is someone we **can count on to...**

**Own**:

- Be a customer-service superstar Your friendly face may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day and as a Night Owl with us you know the strength of your smile.
- Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
- Be expert in our properties in the city, able to clearly articulate what we offer to prospective residents.
- Take pride in ensuring your property is fully booked and that any debt is managed swiftly.
- Support the Assistant Manager responsibilities with ordering stock for your property.
- Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.

**Do**:

- Enjoy the social side by taking the lead on organising social events for our residents; including marketing of events, room set-up and take-down as necessary
- Every student is different and so are the teams that work in our properties our value _You, Do You_ encourage you to bring your whole self to work, dont leave your personality at the door.
- Willingly and regularly ask for feedback from our residents and use that to sculpt new ideas, events, and services to propose to the wider service team.
- Create an environment whereby residents feel confident and comfortable in raising any concerns about our properties or our practices

**Learn**:

- From your Best Start Ever you will learn the Student Roost way of doing things, we take enormous pride in doing a great job and delivering exceptional results.
- Pride yourself on an understanding of the demographic of your residents and tailor events to drive inclusivity.
- Educate yourself on the local support network that we can signpost residents to, who may be experiencing wellbeing or mental health issues, including primary points of contact at local Universities.
- Develop a solid understanding of the local university picture, competitors and what makes your property the best option for any prospective residents.

**C**ollaborate**:

- Working closely with the wider team
- Our value _Be Bold, Be Heard_ provides an open culture where we want to hear new ideas and how we can implement solutions to improve.
- Work with your colleagues to better deliver service to residents

**Within**

**1 month** You will start to understand the culture and values of Student Roost. You will be getting to know the sales cycle of your building and having a go at carrying our viewings. You will be getting to grips with the site inbox, knowing which enquiries you can confidentially respond to and which need escalation.

**3 months** You will have met and built strong high-quality relationships with our people, residents, clients, and colleagues. Your knowledge of the site and processes is well underway. You are familiar with the debt process and comfortable with sales enquires, carrying out viewings with pride in your property. You are logging maintenance requests via the reporting app and can provide updates to residents on any maintenance works in their accommodation.

**6 months** Residents, colleagues and third parties now know you and are not hesitant to approach you with any enquiries, you have a solid understanding of the site and are proactive in your daily tasks, and are a champion for your property, delivering fantastic service to your residents and being a reliable go-to person for the rest of your team.