Night City Supervisor

Our new Night Owl Supervisor will become a key part of our existing, friendly, and experienced team with responsibilities extending across 5 of our properties in the city and the Night Owl teams that work there.

**£31,326.24 per annum**

With more than 50,000 students studying across 2 main universities, and several colleges, in the city, providing first class, quality accommodation coupled with great service is what we do best here at Student Roost.

We're a team that plays to win, is committed to your personal growth, and will make you feel welcome from day one, while allowing you to do you, be bold and be heard.

Our residents expect a round-the-clock service to fit with their busy study and social lives, so we need people who strive to deliver the same excellent level of customer service at 1am that we provide at 1pm.

Our Night Owls are the first point of contact for residents between the hours of 8pm and 8am. From running onsite events and facilitating late night room viewings to collecting rent and liaising with overseas agents. As Night Owl Supervisor you will have hand on experience in overseeing a customer service team and know how best to support our team members at night. You will be a point of escalation for any night time queries and be the bridge between our Night Owls, Customer Service Advisors and our Operations Managers.

**_ 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.

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

**Own**:

- As the Night Owl Supervisor you will assume responsibility for operating the 5 properties safely and secure whilst on shift
- Train, coach, lead and develop the performance of our Night Owl team and conduct regular 1:1s with each team member to ensure smooth running of the team.
- Our Night Owls friendly faces may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day.
- Treat every enquiry with significant importance, taking personal pride in ensuring the team responds to all enquiries swiftly and politely. We deliver a 24/7 service and it will be your responsibility to maintain consistently high customer service standards throughout the night all across the city
- Identify training needs within your team and create effective training plans
- 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.
- Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.

**Do**:

- Provide a point of escalation and incident response.
- Prepare rotas and arrange cover for holidays and sickness.
- 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 encourages 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.
- Provide and maintain an inclusive environment that is clean, safe and secure where our customers and our people can thrive.

**Learn**:

- Understand Liverpoolsbudgets and P&L. Youll be making some key decisions on how and where we spend it effectively.
- 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.

**_Psstthere are some challenges too._**

Anti
- Social Behaviour
- instances can be few and far between but as Night Owl Supervisor you will be the point of escalation for night time complaints and instances of anti-social behaviour across our 5 city sites

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