The Role
As a Service Advisor, you`re a trusted expert who delivers exceptional support across a range of customer enquiries and complex cases, including complaints, payments, arrears, cancellations, welfare, ANUK and accreditation requirements, and core business processes.
You provide safe, caring, and consistent service, using sound judgement and empathy to deliver clear, right-first-time outcomes for residents and colleagues. By living our CARE principles, you take ownership, build trust, and use customer insight to improve our services and reduce avoidable contact.
Working Hours
08:00-20:00, Monday to Sunday, with a variety of shift patterns aligned to business demand within these operating hours.
What You`ll Be Doing
- Be the trusted expert for complex customer enquiries, including complaints, payments, arrears, debt, welfare, ANUK and accreditation.
- Deliver clear, caring, and right-first-time customer outcomes.
- Take ownership of enquiries from start to finish.
- Resolve complaints fairly and identify opportunities to improve the customer experience.
- Spot risks early and take action to protect residents and the business.
- Share customer insights to improve processes and reduce avoidable contact.
- Role model our CARE principles in every interaction.
- Support customers across phone, email, live chat, SMS, reviews, and outbound communications.
- Work collaboratively with colleagues to deliver a seamless customer experience.
What We`re Looking for in You
- Experience in a customer-focused role.
- Excellent communication and relationship-building skills.
- Calm under pressure with strong judgement and attention to detail.
- Experience handling complaints, payments, arrears, and debt.
- Confident problem solver with a customer-first mindset.
- Commercial awareness and understanding of business impact.
- A collaborative team player who takes ownership.
- Curious, proactive, and committed to continuous improvement.
- Passionate about delivering outstanding service for residents and colleagues.
What You`ll Get in Return
- A discretionary annual bonus so you can share in the company`s success
- 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
- A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
- Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
- Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
- Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!
About Unite Students
Founded in 1991, Unite Students is the UK`s leading provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.
Room for Everyone
We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.
We are US.
