Customer Service Advisor

Customer Service Assistant

Location: Preston
Employment Type: Full-time

About Flow Student

Flow Student is one of the UK's fastest-growing student accommodation providers, creating modern, affordable, and well-designed living spaces across key university cities. With a focus on delivering exceptional student experiences, Flow Student provides high-quality accommodation designed around comfort, community, and convenience.

Operating across locations including Preston, Liverpool, Sheffield, Coventry, Nottingham, and Sunderland, Flow Student is investing in its growing portfolio to create vibrant communities where students can feel at home throughout their university journey.

Our aim is simple: to provide students with more than just a room, creating welcoming environments where they can live, study, socialise, and thrive.

About the Role

The Customer Service Assistant is a key front-line role responsible for delivering an outstanding resident experience at our Preston student accommodation site.

As the first point of contact for students, visitors, and external stakeholders, you will provide a professional, friendly, and solution-focused service while supporting the smooth day-to-day operation of the building.

You will play an important role in creating a positive student community by building strong relationships with residents, supporting engagement activities, managing enquiries, and ensuring students receive the highest level of service throughout their stay.

The role will also involve supporting administrative processes, maintaining accurate records, assisting with rental management systems, supporting arrears management, and ensuring compliance with company procedures.

Key Responsibilities

• Act as the first point of contact for students, providing a welcoming and professional customer service experience

• Respond to resident enquiries, requests, and complaints promptly, ensuring issues are resolved effectively or escalated appropriately

• Build positive relationships with students to improve satisfaction, encourage re-bookings, and create a strong sense of community

• Support arrivals, departures, room inspections, and key student accommodation processes

• Maintain accurate student records and update information within internal systems

• Complete administrative tasks including reporting, correspondence, and document management

• Support rent collection activity, including monitoring accounts, assisting with arrears communications, and liaising with guarantors where required

• Support the delivery of resident engagement activities, events, and community initiatives

• Promote a safe, inclusive, and positive living environment for all residents

• Identify and appropriately escalate safeguarding, welfare, health and safety, or compliance concerns

• Support audits, inspections, and compliance checks to ensure site standards are maintained

• Ensure all activities are completed in line with GDPR and company policies

Requirements

• Previous experience within a customer service, administration, hospitality, residential, or similar customer-facing environment

• Excellent communication and interpersonal skills with the ability to build strong relationships

• A professional, approachable, and empathetic approach when supporting residents

• Strong organisational skills with the ability to manage multiple priorities effectively

• Good IT skills with confidence using systems, databases, and Microsoft Office applications

• Ability to handle sensitive situations with professionalism and discretion

• Experience within PBSA, student accommodation, property management, or hospitality is desirable but not essential

• Experience supporting rent, payments, arrears, or administrative processes would be advantageous

What Success Looks Like

Success in this role will be measured through delivering excellent customer service, maintaining accurate administration, supporting strong resident satisfaction, contributing to a positive student community, and helping ensure the Preston site operates efficiently and effectively.