Customer Service Advisor Night Owl

Location UK / Belfast

Job Type Permanent full-time, TemporaryContract

Salary £15000 - 25000

Updated 2 weeks ago

Reference 1367684

 Job Description

Our CSA team are the first point of contact for our customers, across a wide range of services; from the very first time someone comes to see what we’re about and wants to view a room or make a booking, to logging a maintenance ticket, asking for directions or just needing someone to talk to.

We’re Student Roost. An owner and operator of purpose-built student accommodation across the UK. We’re not quite the new kids on the block, having already created a portfolio of over 17,000 beds and ambition to increase that further in the near future; but we’re at the very beginning of building our brand, our culture and our DNA. That makes it a really exciting time to join us.

We’re already a team made up of really great people and we’re a business who will endeavour always to do the right thing, in the right way – truly putting students’ experience, welfare and safety at the top of our agenda.

We’ve all heard ‘if you build it…they will come’; we believe if you build it right, they will stay: that goes for both our customers and our people. We want to be a stable, welcoming and safe backdrop to our customer’s entire time at University, giving them one less thing to worry about. And for our people, we all spend more time at work than we do with our loved ones, we think it’s only right that you do that in an organisation, environment and a team that you love being a part of.

We think there’s a difference between offering a 24/7 presence and a 24/7 service; having someone on hand isn’t the same as having great service, around the clock. Instead, we prefer to say we’re always here. Our Night Owls, ensure a continuity of service, no matter what the time.

Our CSA team are the first point of contact for our customers, across a wide range of services; from the very first time someone comes to see what we’re about and wants to view a room or make a booking, to logging a maintenance ticket, asking for directions or just needing someone to talk to. You’re an important part of someone’s stay with us, so we look for people who are keen to deliver a wonderful experience, in every interaction.

Our Night Owls work from 10pm to 8am, 4 days on and 4 days off.

Interviews will take place 14th and 15th November in Belfast City Centre.

KEY ACCOUNTABILITIES:

SAFETY, WELFARE & COMPLIANCE

 

 

  • Top of your agenda at all times; practice an unrelenting approach to safety and welfare by adherence to any and all safety policies and processes in our organisation.
  • Develop an understanding within your respective area for all statutory and legal accountabilities we hold; furthermore, ensure that your colleagues understand why we perform such duties and encourage an environment where safety and welfare is never overlooked.
  • Create an environment whereby all team members feel confident and comfortable in raising any concerns about our properties or our practices.
  • Work within the guidelines of the GDPR, treating customer’s data with the utmost respect.

Front of House

  • Provide a welcoming, visible and effective front of house service during the night.
  • Deal with enquiries from customers, through email, website, telephone, and in person. 
  • Maintain an exceptional log of your activities throughout the night, ensuring a seamless handover with colleagues the next day.
  • Collect payments on behalf of customers, ensuring high levels of attention to detail and working in line with our policies and processes.
  • Take delivery of early morning post and courier deliveries and conduct the necessary processes to distribute and update customers.
  • Support customers who may need to bring a complaint to our attention, walking them through the process.

Experience & Events

  • Facilitate evening events for our residents; including marketing of events, room set-up and take-down as necessary.
  • Ensure all value-add services are in good working order and setup for customer use, such as refreshment and snack offerings.
  • Ensure common rooms and lounges are inviting, neat and tidy and ready for use the next day.
  • 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.
  • Pride yourself on an understanding of the demographic of your customers and tailor events to drive inclusivity.

Leasing

  • Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to.
  • Be expert in our properties in the city, able to clearly articulate what we offer to prospective customers.
  • Schedule showflat viewings for your day time colleagues.
  • Liaise with international agents and customers who may prefer to speak to us during the night time.
  • Ensure sales and financial targets across the portfolio are achieved.
  • Manage and maintain relevant administration and reporting systems.

Incident Response & Management

  • Be a supportive and reassuring presence for customers who may be experiencing a difficulty through the night.
  • Educate yourself on the local support network that we can signpost customers to, who may be experiencing wellbeing or mental health issues, including primary points of contact at local Universities.
  • Work within the Red Book guidance and processes, escalating any incident accordingly.
  • Call upon or liaise with our remote security partner, as and when required.
  • Keep detailed and clear records on any night time incidents or activity.

GENERAL ADMINISTRATION

  • Address and update maintenance tickets; allocating to colleagues, contractors or updating customers with progress.
  • Support the Assistant Manager responsibilities with Purchase Order systems.
  • Undertake any other general administrative activities handed over to you.

 

PERSON SPECIFICATION

WHAT YOU’VE DONE BEFORE

  • Experience in a fast-paced customer service environment.
  • Front line customer service delivery will have been a feature of your working life to date.
  • You’ll most likely have worked in Hotels or similar hospitality environments; Student Accommodation experience is great but not essential.

WHAT YOU’RE GOOD AT/KNOWN FOR

  • Excellent written and verbal English language skills.
  • A second language, such as Mandarin is incredibly useful here and would make a huge difference to our customers.
  • Computer literate and a pro on Microsoft packages such as Word, Excel and PowerPoint.
  • Conscientious, on time and well-presented.
  • Wiling to step in to support a colleague or take on extra responsibility if required.
  • Personable and easy to communicate with, well-liked by everyone
  • Ability to make decisions and recommendations, willing to be flexible and respond to changing circumstances
  • An ability to demonstrate a flexible and positive ‘can do’ attitude and to become quickly established to add value to the business
  • Inclusive of others, non-judgmental, fair.

 

WHAT WILL IT TAKE?

Physical Effort

  • Our properties can sometimes become a little more vibrant when the sun sets, whilst you’ll run a welcoming and efficient front of house service, you’ll also be required to move around the property to check in on residents elsewhere in the property. You’ll be on your feet for some of working time and you may need to respond swiftly to certain incidents such as fire alarm activations.
  • There’ll be desk-based requirements to your role also, working in front of a screen at times; In line with the DSE assessment, we encourage time away from your workstation, fresh air throughout your working time and a good balance between systems and human beings!

Mental Effort

  • This is a role of competing priorities and as a seasonal operation, there are times of year when workloads may spike or unplanned incidents will take over. The role requires someone highly organised, but someone who is calm and pragmatic in their response to changes.
  • Despite solid planning, short-notice work may be required of you.
  • Unpredictable pattern of activity, no two days are the same and this role would be more suited to someone who can operate effectively in a highly-varied environment.

Emotional Effort

  • Incidents can often occur more frequently through the night. We provide great processes and someone is always on hand to support, but it will require a level of resilience from those at the property.
  • Frequent exposure to difficult circumstances involving customers and/or people. There is a known increase in mental health challenges for the student population and whilst we will provide all the tools, training and support necessary, we recognise everyone is different and there may be a more profound or lasting effect on some of our people.