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Customer Service Advisor

16 hours per week - working 2 days out of 7

We are Tramways, Student Roost. An owner and operator of purpose-built student accommodation across the UK. Were not quite the new kids on the block, having already created a portfolio of over 19,000 beds and ambition to increase that further soon; but were at the very beginning of building our brand, our culture, and our DNA. That makes it an exciting time to join us.

We are already a team made up of great people and were 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.

Weve all heard if you build it, they will come; we believe if you build it right, they will stay that goes for both our residents and our people. We want to be a stable, welcoming, and safe backdrop to our residents 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 its only right that you do that in an organisation, environment, and a team that you love being a part of.

We think theres a difference between offering a 24/7 presence and a 24/7 service; having someone on hand isnt the same as having great service, around the clock. Instead, we prefer to say were always here.

We are looking for someone to join our Roost on a full-time permanent basis, with the successful candidate working 2 days out of 7 between 8am & 8pm, including weekends. Our new CSA will become a key part of our existing, friendly, and experienced property team at our Tramways Property in Chester.

This person is 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 and as a Customer Service Advisor with us you know the strength of your smile.
• Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
• Be expert in our properties in the city, 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 Manager responsibilities with ordering stock for you property.
• Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.

Do:

• Enjoy the social side by taking the lead on organising social events for our residents; including marketing of events, room set-up and take-down as necessary
• Every student is different and so are the teams that work in our properties our value You, Do You encourage you to bring your whole self to work, dont leave your personality at the door.
• 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

Learn:

• From your Best Start Ever you will learn the Student Roost way of doing things, we take enormous pride in doing a great job and delivering exceptional results.
• 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:

• Working closely with the wider team
• Our value Be Bold, Be Heard provides 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 service to residents

Within…

1 month You will start to understand the culture and values of Student Roost. You will be getting to know the sales cycle of your building and having a go at carrying our viewings. You will be getting to grips with the site inbox, knowing which enquiries you can confidentially respond to and which need escalation.

3 months You will have met and built strong high-quality relationships with our people, residents, clients, and colleagues. Your knowledge of the site and processes is well underway. You are familiar with the debt process and comfortable with sales enquires, carrying out viewings with pride in your property. You are logging maintenance requests via the reporting app and can provide updates to residents on any maintenance works in their accommodation.

6 months Residents, colleagues and third parties now know you and are not hesitant to approach you with any enquiries, you have a solid understanding of the site and are proactive in your daily tasks, and are a champion for your property, delivering fantastic service to your residents and being a reliable go-to person for the rest of your team.