Customer Service Representative
About Us:
AXO Student Living is a student accommodation provider which is committed to providing students from around the world with much more than just a room. We aim to give our residents a unique living experience which will enhance their academic journey and ensure that their time at university is packed full of great experiences and amazing friendships whilst enjoying our wonderful secure living spaces.
About the role
We are seeking a highly creative and motivated Customer Service Representative to join our team. Who works as part of a team to provide day-to-day management of the property and its community including marketing, building maintenance and tenancy administration and promotes and maintains an excellent resident experience to achieve occupancy and retention goals.
Main Responsibilities and Duties
- Works as part of a team, supporting and respecting other team members, to deliver
- exceptional resident living.
- Supports the creation of a positive, memorable experience for residents
- Delivers all aspects of customer service, including a comprehensive front of house
service anticipating and exceeding resident expectations.
- Responds positively to customer queries and complaints, identifying and undertaking
appropriate action in line with AXO’s complaints procedure.
- Supports events and activities within the Community.
- Establishes and maintains relationships with university clients.
- Develops and maintains local knowledge and information resources relevant to
resident needs i.e., travel, entertainment, and amenities.
- Completes administrative tasks including logging of maintenance requests, post
distribution, filing and preparing notices and updating of databases.
- Support the Sales team with marketing activities such as attending open days and
leafleting to promote the property.
- Carries out sales and leasing activities including viewings and rebooker campaigns
- Assists with summer Community preparations, including move-in and move-out
processes.
- Completes Health and Safety compliance activities in line with the Company’s
policies and procedures.
- Participates where required in an on-call roster to provide out of hours emergency
support for the Community.
- Collaborates with the Customer Accounts Team to monitor payments and chase
outstanding rent arrears following rent collection processes to meet business goals
whilst promoting tenancy extensions and other revenue streams.
- Promote tenancy extensions
- Ensure tenant refunds are completed in a timely manner and in line with policy.
- Look to maximise efficiency of utilities.
Skills:
- Excellent Customer Service Skills
- Excellent Communication skills in the English Language
- Proficient user of computers and MS Office
- Keen to grow and develop a career in the Student Accommodations Market
About You:
- Good level of general education.
- Proficient in the use of Microsoft office packages including Word, Excel and Outlook
as well as other systems such as databases or booking systems (Training to be
provided on in house systems).
- A knowledge and understanding of UK Health and Safety requirements and
legislation.
- Excellent customer service skills and significant experience in a customer facing
service delivery role.
- Good team player with strong relationship building and influencing skills.
- Ability to act autonomously, taking decisions and/or action when required.
- Fluent English verbal and written communication skills.
- Excellent organisation skills with the ability to multitask and prioritise.
- Numerical skills necessary to complete the above activities.
- Self and culturally aware and able to adapt relationship building, communications
and negotiation skills to suit audience.
- Flexible approach to work and adaptable to thrive in a changing environment.
- Enthusiasm to deliver an exceptional experience to stakeholders and continuously
improve knowledge of self and others.
Equal Opportunities
AXO Student Living is an Equal Opportunity Employer. It does not discriminate based on race, colour, religion, sex, national origin, age, disability, or other protected characteristics. We base all our employment decisions on merit, job requirements and business needs.
Disclaimer
The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
Pay: £26,436.80 per year
Benefits:
Ability to commute/relocate:
- New Cross, Greater London: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer Services Representative: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
