Part time - Customer Services Representative

Job Summary/Goal: As a customer service representative working on a Saturday you will be supporting customers by providing helpful information, answering questions, and responding to complaints. You are the front line of support for our clients and customers and you will help us in ensuring that customers are satisfied with our products, services, and features.

Working Days: Saturday

• Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Supports the creation of a positive, memorable experience for residents
• Delivers all aspects of customer service, including a comprehensive front of house service anticipating and exceeding resident expectations.
• Responds positively to customer queries and complaints, identifying and undertaking appropriate action in line with AXO’s complaints procedure.
• Supports events and activities within the Community.
• Establishes and maintains relationships with university clients.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e., travel, entertainment, and amenities.
• Completes administrative tasks including logging of maintenance requests, post distribution, filing and preparing notices and updating of databases.
• Support the Sales team with marketing activities such as attending open days and leafleting to promote the property.
• Carries out sales and leasing activities including: viewings and rebooker campaigns
• Assists with summer Community preparations, including move-in and move-out processes.
• Completes Health and Safety compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on-call roster to provide out of hours emergency support for the Community.
• Collaborates with the Customer Accounts Team to monitor payments and chase outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams.
• Promote tenancy extensions
• Ensure tenant refunds are completed in a timely manner and in line with policy.
• Look to maximise efficiency of utilities.

Skills:

• Excellent Customer Service Skills
• Excellent Communication skills in the English Language
• Proficient user of computers and MS Office
• Keen to grow and develop a career in the Student Accommodations Market

About You:

• Good level of general education.
• Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (Training to be provided on in house systems).
• A knowledge and understanding of UK Health and Safety requirements and legislation.
• Excellent customer service skills and significant experience in a customer facing service delivery role.
• Good team player with strong relationship building and influencing skills.
• Ability to act autonomously, taking decisions and/or action when required.
• Fluent English verbal and written communication skills.
• Excellent organisation skills with the ability to multitask and prioritise.
• Numerical skills necessary to complete the above activities.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Flexible approach to work and adaptable to thrive in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Equal Opportunities

AXO Student Living is an Equal Opportunity Employer. It does not discriminate based on race, colour, religion, sex, national origin, age, disability, or other protected characteristics. We base all our employment decisions on merit, job requirements and business needs.

Disclaimer

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
Handle outbound calling campaigns to follow up with clients, gather feedback, or promote new offerings.

Job Types: Part-time, Permanent

Pay: £5,287.36 per year

Expected hours: 8.0 per week

Work authorisation:

• United Kingdom (required)

Work Location: In person