Customer Service Advisor

Join our client as a Customer Service Advisor!

Our client is more than just a company — they're a community driven by a passion for student welfare and property expertise. With ambitious goals in the PBSA sector, they're expanding rapidly, securing significant national contracts and shaping the future of student living.

Role Description

As a Customer Service Advisor, you will play a crucial role in ensuring exceptionally high levels of customer service for student residents. You will be responsible for the day-to-day administrative tasks of our student accommodation facilities, ensuring effective communication through various platforms.

Your primary goal is to create a welcoming and functional living environment that enhances the student experience. As a Customer Service Advisor, you will be in regular contact with our students, and you will play a huge role in the satisfaction and overall happiness of them. The role is very much customer facing, alongside the administrative aspects. You will need to have excellent customer service skills and the ability to conduct your work efficiently and in a cheery and friendly manner.

Working hours: Monday - Friday, 8am - 5pm, but you will be contracted 5 days out of 7 as there might be some weekend cover needed during busier periods. 

Location: South Bermondsey with occasional cover in Peckham 

CUSTOMER SERVICE:

• Be a friendly face and the first point of contact for our students as they enter their home.
• Respond to enquiries from us via email, telephone, face to face, in-house applications, and social media platforms.
• Engage in an upbeat and positive manner.
• Support our students by keeping them informed via our various communication channels and ensure they are kept updated and informed with necessary information.
• Signpost students to local/University lead wellbeing services and support.
• Respond to student requests

ADMINISTRATION:

• Overall general administrative tasks for the site such as answering the phones, returning emails, produce written correspondence, printing and filing documents.
• Liaising with partners and stakeholders
• Contribute to the delivery of all property KPIs including debt, sales, audits, and customer satisfaction surveys.
• Ensure a high standard of property presentation, including reception and communal areas, show flats and customer rooms, taking steps to resolve any issues found.
• Complete internal processes in relation to debt management.
• Complete internal processes in relation to tenancy management.

SALES AND MARKETING:

• Manage sales leads and follow up on enquiries in a timely and professional manner.
• Maintain accurate and up-to-date records of sales and customer interactions.
• Conduct tours of our properties, highlighting the features and amenities.
• Assisting and promoting events with our students and outreach sales events.
• Assist with the planning and execution of marketing and promotional activities.
• Help creating content for internal and external social media sites promoting the building.
• Prepare documentation and send out information for new tenants.

SAFETY AND COMPLIANCE:

• Conduct termly inspections of the property to identify maintenance and repair needs.
• Organise and prioritise resident-reported maintenance requests promptly and efficiently in line with SLA’s (Service Level Agreements)
• Liaise with, provide access to, all contractors and tradespersons, highlighting any areas of concern to the Maintenance Team.
• Assist the team in maintaining compliance with local building codes and health regulations.

EXPERIENCE AND KNOWLEDGE

Essential:

• Previous experience in a customer facing/administrative role.
• Great teamworking and customer service skills
• Ability to be proactive with strong problem-solving skills and initiative.
• Highly organised with the ability to multi-task on a regular basis
• Resilience and adaptability, as well as a great cultural diversity awareness.

Desirable:

• Previous experience of working within the Purpose Built Student Accommodation sector.
• Previous experience of working without supervision.
• Intermediate skills in using MS Office and CRM software.