Customer Service Representative Coventry, England
Job description
As part of the Coventry University Group, Futurelets is growing its student accommodation and commercial lettings provision across the City and is looking to recruit a motivated and exceptional individual to join the accommodation team to deliver quality Customer Service whilst providing administrative and frontline customer support.
Based at our busy and demanding accommodation ‘one stop shop’ you will be the first point of contact for all our customers, dealing with a wide range of enquiries where you will review, diagnose, resolve or pursue for satisfactory resolutions.
The successful applicant will have a proven track record of providing excellent customer service face to face, telephone and email communications that offer the highest standards of customer care. Managing relationships with students, private accommodation providers, landlords and, university staff you will need to have excellent people skills with a confident and organised approach within a busy environment, as you will be arranging viewings, processing applications and contracts according to university academic studies. You will have the opportunity to take part in helping to convert enquiries to bookings, attending University open days and ensuring that all of our documentation is accurate and complete.
You will be responsible for all aspects associated with the online application process from offers, allocations, issuing contracts, taking payments and welcoming students on arrival.
You will also coordinate all aspects of our customer agreements, ensuring that their queries are answered, legal documents are arranged in accordance with regulation and company policy, and that all of the relevant compliances are in place. Managing payments and processing all of the necessary data into company systems, you will be a confident user of Microsoft Office and have experience of using software and spreadsheets to input and analyse data.
Experience within a lettings or estate agency would be advantageous, as would an understanding of student and University staff accommodation requirements. You will need to have excellent communication skills, a considerate approach when working with people from a range of backgrounds, particularly where English may not be their first language. Educated to Degree/HND level or equivalent, you will be confident and passionate about customer service, strong telephone skills, organised, professional with a flexible approach. With an eye for detail you will have the ability to identify opportunities for continuous improvement, with a goal to enhance customer experience and the overall service offering.
In return for your enthusiasm, and skills we provide an excellent benefits package, including 30 days holiday, access to the Coventry University rewards scheme. You will need to be able to work 37.5 hours over 7 day shift pattern to meet business requirements.
