Customer Service Assistant

**REQUIREMENTS**
- Highly customer focused with experience of working in a fast paced environment
- Excellent organizational & communication skills with the ability to multi-task
- Cash handling experience
- Self-motivated & ability to work on own initiative as well as within a team
- Manage time effectively & independently.
- Meet deadlines & work under pressure effectively
- Demonstrate an objective, professional & calm approach when handling difficult situations
- Willingness to be flexible at key times of the year, to offer a 'can-do’ attitude to ensure the completion of what is required
- Understanding of advertising, sales & marketing, with knowledge of the use of social media in the workplace

**Minimum Standards of Performance
Management and Administration**
- To be trained & use according to the appropriate sites processes the student portal for the purpose of monitoring bookings, payment, maintenance requests & any other communications when covering a scheme.
- General Administration procedures - including photocopying, filing, post, etc.
- Receiving & distribution of mail. Recording deliveries & to sign off delivery notes.
- Accounting for the collection of money from residents on a daily basis. Including rent payments, office services & payments for other recoverable sundry items.
- Assist with the maintenance of administration records for residents, to include the following: replacement keys, accurate resident & room lists.
- Record maintenance problems when reported & to pass on the problem to the relevant party. Keep a history of all reported problems from start to finish to ensure jobs are not outstanding.
- Assist with accommodation inspections, throughout term & at the end of contracts, including the communal areas & study bedrooms, for the purpose of verifying residents Health & Safety, checking for the misuse of facilities & for the maintenance of correctstandards of cleanliness, hygiene & provision. Report findings to the Assistant Manager & maintain an administration record to follow up as necessary.
- Assist the Assistant Manager with the allocation of bedrooms for the start of the new term.
- Registration of new tenants at the start of the academic year & throughout the contract period. Including the signing of Tenancy agreements, issuing of keys & fobs.
- Assist with the planning of the summer period which will include the reservation & preparation of rooms for summer guests.
- Not to allow entry to any unauthorised visitors.
- Dealing with any property related issues in a timely manner, following up on any unresolved matters & engaging with other colleagues and Management when necessary.
- Assist with the issuing of invoices for all monies owed, & chase arrears for non-payment.
- Assist with maximising non-core academic rental income by promoting summer business & exploring opportunities for additional sundry revenue.
- Stationery & other stock checks, purchasing & control.
**Customer Service**:

- Dealing with day-to-day enquiries from residents and the public. To cope in busy situations & to be able to deal effectively with difficult customers.
- Telephone answering, dealing with all enquiries and gaining a general understanding of the telephone system.
- Providing a decisive and effective response to customer complaints, assisting in & resolving issues and escalating as appropriate.
- Assisting all customers in a professional & courteous manner, communicating effectively both face to face & on the telephone, showing empathy & responding with urgency to any requests.
- Assist with the implementation of a Residence Life & events programme that will engage with residents & create positive living experiences for all living at the accommodation & enhance student satisfaction.
- An awareness of student welfare issues & to keep Mangement informed of any matters that may arise in the accommodation relating to this.
- Develop a culture of providing the best customer service within the accommodation, ensuring all staff know each & every student & develop a rapport with them to ensure a personal connection is made with each person.
**Compliance and Accountability**:

- Ensure statutory obligations & Company Policy relating to Privacy & Data Protection law are observed.
- Ensure that Anti-Money Laundering documentation is collected from all residents within the accommodation & that all guidance is adhered to in order to ensure sites complies with our obligations.
- Ensuring that all work undertaken in the accommodation meets the highest safety standards.
- Assist with ensuring that a record of site operations & statutory testing is accurately maintained, this includes fire alarm tests, risk assessments, fire evacuations, water testing, & other site-specific health & safety activities. To understand & respondto all Health and Safety matters.
- To ensure the accommodation is managed in accordance with the ANUK code of standards.
**Teamwork**:

- Working collaboratively to help support the overall operational team to deliver its business objectives.
- Working in a supportive manner with colleagues & sharing best practice.
- Developing & maintaining productive working relationships with third party suppliers.
- Embracing change, supporting the business & colleagues through the business transformation.
**General Role Duties**:

- Ensure secure & safe access to buildings at all times.
- Dealing with inappropriate car parking on site.
- Ensure all areas of the property are maintained to the highest standard. Walk the site daily & ensure that any issues are resolved quickly & to the highest standard.
- Assisting with the marketing, sales & reservation of accommodation for residents, guests & visitors.
- Embrace the Marketing Plan & ensure monthly targets are met to ensure that the scheme is 100% occupied each year.