Customer Service Advisor

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**Are you a people person, who recognises how delivering exceptional student support can translate to an overall experience that is about more than just a room?**

Here at Student Roost, we pride ourselves on offering an enhanced experience for our residents and our Customer Service Advisors are at the forefront of making this a reality for the thousands of students who live with us each year.

As a Customer Service Advisor, you will be the first point of contact for residents, across a wide range of services: from the moment a potential resident comes to see what were about, right the way through their journey with us to check out. Youre an important part of our residents stay, supporting students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat. Every interaction matters, which is exactly why you matter.

**_ We are Student Roost._**

**_ Its more than a room. Its more than a job._**

**The you part**

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

Youll be 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. As a Customer Service Advisor, you will know the strength of your smile.
- You will be a key part in our sales team, therefore building good rapport with our residents will be a good attribute to have to ensure that all sales targets are achieved.
- Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
- Be an expert in our properties in the city and actively searching for new leads 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 Managers responsibilities in 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.
- Every student is different and so are the teams that work in our properties. Dont leave your personality at the door and please bring your whole self to work its this you we want to see every day.

**DO**
- Embrace the social side of being a Customer Service Advisor by taking the lead on organising social events for our residents; including the marketing of events, room set-up and take-down as necessary.
- 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**
- Get off to the Best Start Ever and 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.

**COLLABORATE**
- Work closely with the wider team: our people are great, and you can be part of that
- Our value _Be Bold, Be Heard_ instils 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 an enhanced resident experience.

**_ Psstthere are some challenges too._**

Selling, love it or hate it this is a part of the job. This shouldnt be too much of a challenge if you build great relationships with our residents.

There is a requirement for you to help keep debt low. We get that sometimes times can be tough, so we have a debt management process in place to help when things go wrong.

Summer Turn, this is when our residents leave us at the end of the year, and we welcome new residents. The rooms need to be cleaned, repaired, and made ready. This time can be busy, hard work but also fun and rewarding.

**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 student accommodation properties across the UK but more than that, Student Roost is i