Customer Service Advisor – Student Accommodation

Student Roost -
Belfast

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Job details

Full-time
£13.95 an hour
3 hours ago

Benefits

Store discount
Cycle to work scheme
Annual leave
Company pension
Employee assistance programme
Employee discount

Qualifications

Guest check-in and check-out
Sales
Client engagement
Client services
Property maintenance inspection
Front desk
Residential lettings
Customer interaction
Events management
Signposting to community resources
Property management

Full job description

Customer Service Advisor
We are looking for someone to join our Roost on a permanent, with the successful candidate working full time, 5 days out of 7 between 8am & 8pm. Our new Customer Service Advisor will become a key part of our existing, friendly and experienced property team at our Nelsons Place property in Belfast

Job Title- Customer Service Advisor

Salary - £27,202.50 per annum

Hours- 37.5 per week

Benefits- Life assurance, Pension scheme, cycle to work, 34 days annual leave, Props store discount scheme, employee assistance programme & more

At Student Roost, we believe in creating an inclusive, diverse, and supportive workplace where everyone has equal opportunities to succeed. As a Disability Confident employer, we are committed to accessibility, fairness, and ensuring that all our team members can thrive in their roles.

We operate purpose-built student accommodation across the UK, with over 19,000 beds and ambitious plans for growth. Our students' welfare, safety, and experience are at the heart of everything we do, and our people are our greatest asset. We always strive to do the right thing in the right way!

About the Role

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.

Key Responsibilities

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.

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.

Conduct first class room inspections to make sure that our residents are taking care of their rooms through the year, and make sure that any issues are highlighted sensitively.

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.

Provide the warmest welcome for prospective new residents by mastering the perfect viewing of not only individual rooms, but also championing the building as a whole.

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.

Be the first fix for some of our residents more routine maintenance concerns youll soon find yourself as the expert in lots of our more common maintenance reports whether thats a lightbulb that needs changing, or a trip switch that needs resetting.

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 and our online learning platform will make sure youre equipped with all the skills you need.

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 that might be getting stuck in to support keeping the property clean and tidy, or supporting your manager with ad hoc tasks. Youll be an all rounder who enjoys no two days being the same.

What Will It Take?

Physical & Workplace Adjustments

The role is based between the front desk and the accommodation itself so there are times where you will be desk-bound and equally times where you will be carrying out inspections or conducting site viewings. There are also times where you will be required to move quickly at short notice such as fire alarm activations and residents getting locked out of rooms. If these are areas where you may need adjustments or if you require adjustments for an on site interview, please let us know.

We are committed to making reasonable adjustments for employees with disabilities or long-term conditions to support them in performing their role effectively.

Mental Effort & Work Environment

This role involves managing multiple priorities, and there may be periods of increased workload due to seasonal business needs.

We recognise the importance of wellbeing and encourage open conversations about workload management and support mechanisms for all employees.

Every day in this role is different, so adaptability and a solutions-focused mindset are key.

Why Join Us?

A supportive and inclusive workplace that values diversity.

Opportunities for professional development and career growth.

A commitment to employee wellbeing, with reasonable adjustments available to support all colleagues.

The chance to be part of a team making a real difference in the student experience.

Psst… there 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.

We encourage applicants from all backgrounds, including those with disabilities, and are committed to creating an inclusive recruitment process. We recognise that everyones needs are different, and we encourage candidates who may require reasonable adjustments during the recruitment process or in the role to get in touch with us to discuss their requirements.

If you are passionate about procurement, highly organised, and committed to working in an inclusive and forward-thinking environment, wed love to hear from you!

Please note that as part of our safety-first culture, this role is subject to a Basic DBS check as part of our pre-employment checks.

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