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We are looking for someone to join our Roost on a full-time permanent basis, with the successful candidate working 5 days out of 7 with shifts between the hours of 6pm & 6am. Our new Customer Service Advisor will become a key part of our existing, friendly and experienced property team at our Nottingham 2 and Deakins Place Properties in Nottingham.

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We are Student Roost.

Its more than a room. Its more than a job.

Night Owl Supervisor

Location: Nottingham Student Quarter

Hours: 37.5 Hours per week, 5 days out of 7 with shifts between 6pm and 6am

Salary: £25,000 per annum

Come and join our team at Nottingham Student Quarter located near Jubilee Campus Nottingham. The site consists of two buildings Nottingham Two and Deakins Place located 5 minutes walk from Jubilee Campus and 20 minutes walk from University of Nottingham main campus. Both sites look after 1800 residents so no two days are ever the same!

Nottingham Two and Deakins Place are both purpose-built student accommodation sites with fantastic social spaces and amenities nearby. Boasting a fully equipped and free-to-use gym, cinema room, hosting kitchen, and yoga studio.

Our Night Owls are the first point of contact for our residents between the hours of 8pm and 8am, providing the same excellent levels of customer service at one oclock in the morning as they would receive at one in the afternoon. Our Night Owls provide a wide range of services from late night show flat viewings, rent collection and running on site events to liaising with our overseas agents. As Night owl supervisor you will have hand on experience in overseeing a customer service team, and know how best to support our team members at night. You will be a point of escalation for any night time queries and be the bridge between our Night Owls and our Senior Operations Manager at Nottingham Student Quarter,

You will assume responsibility for operating Nottingham Student Quarter properties safely and securely between 4pm-12 midnight. This includes providing a point of escalation and incident response and being responsible for the overall performance of the Night Owl Team, ensuring that they create and maintain a clean, safe, secure, and inclusive environment where our customers our people can thrive.

This person is someone we can count on to...

Own:

• Our Night Owls friendly faces may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day. Support and champion our Night Owls to be customer service superstars.

• Treat every enquiry with significant importance, taking personal pride in ensuring the team responds to all enquiries 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 your 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.

The us part

So you know what were looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built student accommodation properties across the UK but more than that, Student Roost is its people.

While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls, support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference every day you show up, and in return well show up for you by rewarding whats right, supporting you in your career growth and aspirations, and championing the unique qualities and ideas that only you can bring to the business.

Simply put: you do you, so we grow together.

Spoilers please!

Its going to be an exciting journey so we thought wed give you some insight into what you can expect to do and learn in the first six months of your role.

Within…

1 month You will be starting to understand the culture and values of Student Roost. You will work closely with team members to understand Student Roost processes and how your role will support them to deliver the best resident experience. Youll take time to understand our demographics and how our properties shape the university landscape.

3 months You will know the building from top to bottom, ensuring that we maintain it to the highest standard and that we are compliant in all areas. You will have built a strong relationship with your team, who deliver the highest standards. You will be getting involved in mini-projects supporting with debt, sales and the lead-up to summer turnaround. You will start to work with stakeholders, third party contractors and universities, championing the needs of customers and leading by example.

6 months You will be well underway to being settled. Youll be working closely with our people and customers to ensure that everyone is working and living in a fun, safe and friendly environment. Youll support our team members with rebooking, sales, events, compliance, safety and welfare, and the summer turnaround.