Customer Service Advisor

We are looking for someone to join our Roost on a Part-time permanent basis, with the successful candidate working 4 days out of 7 between 8am & 8pm including Saturday & Sunday. Our new Customer Service Advisor will become a key part of our existing, friendly and experienced property team at our Apollo Court Property in Liverpool.

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Hours: 30

Salary: £11.05 per hour

The City: Liverpool; famous for The Beatles, Albert Docks, and not one but two premier league football teams. With more than 50,000 students studying across seven universities in the city, providing first class, quality accommodation coupled with great service is what we do best here at Student Roost.

The Site: Apollo Court is one of five Student Roost properties in Liverpool and has a total of 221-beds, predominantly en-suite rooms, and a selection of studios, located across three blocks. Situated in the heart of the Knowledge Quarter and a short walk from transport links including Liverpool Lime Street station, Apollo Court is home to students studying at both the University of Liverpool and Liverpool John Moores University due to its city centre location.

The Vibe: The team at Apollo Court is small but mighty. We are dedicated to ensuring all our residents receive the best experience while living with us, and we are a tram which encourages and supports each other day in, day out. Working here at Apollo Court no two days are the same.

No two days are the same at Apollo Court, but our focus remains on our residents, who we know by name and are at the heart of everything we do.

Working at Student Roost provides you with exciting opportunities to evolve and get the best head start working within student accommodation. If you think now is the time for a brand-new adventure, then this is the job for you.

Are you a people person, who recognises how delivering exceptional student support can translate to an overall experience that is about more than just a room?

Here at Student Roost, we pride ourselves on offering an enhanced experience for our residents and our Customer Service Advisors are at the forefront of making this a reality for the thousands of students who live with us each year.

As a Customer Service Advisor, you will be the first point of contact for residents, across a wide range of services: from the moment a potential resident comes to see what were about, right the way through their journey with us to check out. Youre an important part of our residents stay, supporting students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat. Every interaction matters, which is exactly why you matter.

We are Student Roost.

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

The you part

Think youre the right fit for this role? We hope so too.

Youll be someone we can count on to:

OWN

• Be a customer-service superstar! Your friendly face may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day. As a Customer Service Advisor, you will know the strength of your smile.
• You will be a key part in our sales team, therefore building good rapport with our residents will be a good attribute to have to ensure that all sales targets are achieved.
• Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
• Be an expert in our properties in the city and actively searching for new leads 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 Managers responsibilities in 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.
• Every student is different and so are the teams that work in our properties. Dont leave your personality at the door and please bring your whole self to work its this you we want to see every day.

DO

• Embrace the social side of being a Customer Service Advisor by taking the lead on organising social events for our residents; including the marketing of events, room set-up and take-down as necessary.
• 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

• Get off to the Best Start Ever and 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.

COLLABORATE

• Work closely with the wider team: our people are great, and you can be part of that!
• Our value Be Bold, Be Heard instils an open culture where we want to hear new ideas and how we can implement solutions to improve.
• Work with your colleagues to better deliver an enhanced resident experience.

Psst… there are some challenges too.

Selling, love it or hate it this is a part of the job. This shouldnt be too much of a challenge if you build great relationships with our residents.

There is a requirement for you to help keep debt low. We get that sometimes times can be tough, so we have a debt management process in place to help when things go wrong.

Summer Turn, this is when our residents leave us at the end of the year, and we welcome new residents. The rooms need to be cleaned, repaired, and made ready. This time can be busy, hard work but also fun and rewarding.

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 start to understand the culture and values of Student Roost. You will be getting to know the sales cycle of your building and having a go at carrying out viewings. You will be getting to grips with the site inbox, knowing which enquiries you can confidentially respond to and which need escalation.

3 months You will have met and built strong high-quality relationships with our people, residents, clients, and colleagues. Your knowledge of the site and processes is well underway. You are familiar with the debt process and comfortable with sales enquires, carrying out viewings with pride in your property. You are logging maintenance requests via the reporting app and can provide updates to residents on any maintenance works in their accommodation.

6 monthsResidents, colleagues and third parties now know you and are not hesitant to approach you with any enquiries. You have a solid understanding of the site and are proactive in your daily tasks, and are a champion for your property, delivering fantastic service to your residents and being a reliable go-to person for the rest of your team.