Customer Service Advisor

CUSTOMER SERVICE:

Be a friendly face and the first point of contact for our students as they enter their home. Get to know the students - Where and what do they study? What do they love? What would they like to see in the accommodation? What may they be struggling with? Relationship building is critical.

Respond to enquiries from our via email, telephone, face to face, in-house applications, and platforms such as WeChat and WhatsApp.

Engage in an upbeat and positive manner.

Support our students by keeping them informed via our various communication channels and ensure they are kept updated and informed with necessary information.

Support and signpost students to local/University lead wellbeing services and support.

Respond to student requests and complaints, and work with the Operations team to resolve issues promptly.

SALES AND MARKETING:

End-to-end pipeline management - from initial contact to check in date and beyond their stay. Delivering a tailored approach to every potential booking based on the customer's preference. Manage sales leads and follow up on enquiries in a timely and professional manner. Maintain accurate and up-to-date records of sales and customer interactions via Hubspot. Conduct tours of our properties, highlighting the features and amenities.

Assisting and promoting events with our students and outreach sales events with a focus on conversion tactics and upselling.

Assist with the planning and execution of marketing and promotional activities.

Help creating content for internal and external social media sites promoting YourTRIBE. Prepare documentation and send out information for new tenants.

ADMINISTRATION:

Overall general administrative tasks for the site such as answering the phones, returning emails, produce written correspondence, printing and filing documents.

Liaising with partners and stakeholders of YourTRIBE.

Contribute to the delivery of all property KPIs including debt, sales, audits, and customer satisfaction surveys.

Ensure a high standard of property presentation, including reception and communal areas, show flats and customer rooms, taking steps to resolve any issues found.

Complete internal processes in relation to debt management.

Complete internal processes in relation to tenancy management.

SAFETY AND COMPLIANCE:

Conduct termly inspections of the property to identify maintenance and repair needs.

Organise and prioritise resident-reported maintenance requests promptly and efficiently in line with SLA’s (Service Level Agreements) 3

Liaise with, provide access to, all contractors and tradespersons, highlighting any areas of concern to the Maintenance Team.

Assist the team in maintaining compliance with local building codes and health regulations. EXPERIENCE AND KNOWLEDGE Essential:

Previous experience in a customer facing/administrative role.

Great teamworking and customer service skills

Ability to be proactive with strong problem-solving skills and initiative.

Highly organised with the ability to multi-task on a regular basis

Resilience and adaptability, as well as a great cultural diversity awareness.

Desirable:

Previous experience of working within the Purpose Built Student Accommodation sector. • Previous experience of working without supervision.

Intermediate skills in using MS Office and CRM software including:

In-life app management •

Job Type: Full-time Work

Location: In person

Job Type: Full-time

Pay: £28,000.00 per year

Work Location: In person