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Customer Service Advisor (Nights)


Job description

Customer Service Assistant – Nights (CSA)

Homes for Students is one of the UK’s leading providers of student accommodation. We take pride in the fact that many of our student residents chose to return to us year after year and recommend us to their friends. Our people are an essential part of the service we deliver. All our team members are expected to deliver exceptional customer service to our residents, regardless of your role. Our values are integral to our culture and underpin everything that we do from line management, to supporting our colleagues, to providing an incredible service to all who come through our doors.

Homes for Students has a vacancy for a Night Customer Services Advisor to join the team at its College Court Property in Stoke working 35 hours per week (working a 2-week shift pattern – Week 1 Monday, Tuesday, Saturday, and Sunday 10:00pm to 8:00am, Week 2 Wednesday, Thursday, and Friday 10:00pm to 8:00am)

The role involves providing reception, security and help desk service answering calls promptly and helpfully, whilst delivering an outstanding student experience. You will be responsible for driving high quality customer service, with the safety and welfare of students always being paramount.

The role provides cover outside of normal office hours and you will have responsibility for managing student queries and ensuring the safety of our students and visitors to the property, throughout the night-time hours.

To be successful in this role, ideal candidates are required to have superb customer care, communication, and interpersonal skills. You should be able to understand and respond to the needs of the students and as this is a busy and varied role you will be required to be highly organised at all times. The successful candidate will be an excellent problem solver and will be responsible for responding to and resolving any complaints.

Person Specification

• The ability to provide exceptional customer service, always displaying a helpful and patient attitude

• To be the first point of contact during out of office hours, dealing with and assisting residents with their queries as and when they occur and in accordance with company policy.

• To respond to emergencies in a professional and diligent manner.

• To contact and brief appropriate services e.g. police, fire and ambulance service in cases of emergency, ensuring the Property Manager or Assistant Property Manager are apprised of any situations.

• To deal with resident noise complaints and disputes in accordance with site guidelines.

• To be aware of and vigilant regarding student welfare issues including mental health awareness and signpost or notify Property Manager if interventions are required.

• To ensure the site is safe and secure at all times, undertaking a patrol of the site on an hourly basis.

• To operate and monitor security systems implemented at the residence: CCTV, Door Entry, Intruder Alarms etc.

• To have basic understanding of water and electric supply and systems at the property and be competent to isolate water supply or power supply if necessary.

• To contact appropriate OOH maintenance persons where necessary, ensuring any maintenance faults are logged using the correct process.

• To comply with Health and Safety working practices and HfS Health and Safety processes at all times

• To keep a detailed record of incidents during a shift and update the management team through specific record log.

• To undertake basic admin tasks (i.e. delivering notices to students, preparation of basic paperwork if requested)

• To assist with the preparation for the summer turnaround period and any additional duties which are required during this period.

Experience of working in a previous customer service role / hotel reception concierge would be desirable.

What’s on offer:

• 23 days holiday + Bank holiday.

• Many Retail discounts.

• Day off for your Birthday

• 2 Charity days per year

• Cycle to work Scheme

If this sounds like the role for you and you have the skills, knowledge and experience required, we would love to hear from you!

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