Customer Support Assistant

At urbanest, high end providers of student accommodation in zone 1, we are looking for an energetic Customer Support Assistant to join our Property team. We’re on the search for a pro when it comes to customer service and someone with great communication skills. Our new Customer Support Assistant will be passionate about providing an excellent living experience to our residents! Why urbanest? Easy. We are a growing organisation with employees from all over the world. We embrace diversity, talent and ideas to improve and advance ourselves. At urbanest, we share success as a company. Help us be successful and we will help you achieve your goals. We aim to make urbanest a great place to work – and a great place to live. Who are we? We pride ourselves on delivering the highest quality accommodation and sector-leading service to students and universities. Currently we have eight properties within London Zone 1. With exciting projects in the pipeline, urbanest is continuing to grow! Job Title: Customer Support Assistants Location: Zone 1 London Properties – Please note the succesful candidate will be scheduled at all eight urbanest properties to cover colleagues’ annual leave. Working pattern: 5 days over 7 with varying shifts (earliest shift starting 7:30am and latest shift finishing 9pm) Responsibilities:
Communicate effectively, whether face to face, via telephone or in writing, with customers and colleagues, clearly understanding and responding to their needs and providing timely solutions
Providing detailed and accurate handovers for the Night team
Provide ‘front of house’ services – excellent customer service and in accordance with our ‘GUEST’ service model (training will be provided)
Exercise initiative in providing excellent customer service, liaising effectively with Managers and other Colleagues
Completing organised customer Check In and Check Out days – showing residents to their new rooms and answering any queries they may have
Responding to sales enquiries from our customers: face to face, telephone or email
Working as a whole city team to achieve sales targets
Holding effective arrears conversations with customers, helping them understand their current account balance and any actions they need to take
Performing flat viewings with potential customers, giving them tours of the properties and facilities we offer, discussing and understanding their needs
Undertaking flat inspections and monitor resident behaviour
Regularly liaising with the Maintenance team and Cleaning team to ensure our properties are presented to the highest standard
Supporting with the on boarding of new team members, assisting with training needs
Having a strong understanding of the student accommodation market, including competitors
Having a strong understanding of our main stakeholders within London
Ensure compliance, security and integrity of customer data and full understanding of the importance of all aspects of General Data Protection Regulations (GDPR – training will be provided).
Undertake regular building patrols to identify any maintenance requirements, Health and Safety or security risks and complete all resultant actions in accordance to the core operating procedures
Wearing lone-working device at all times whilst on duty
Attend and constructively contribute to team meetings, sharing knowledge and developing and supporting new ideas and improved processes
Contribute and support the growth of an urbanest team spirit, working in line with the valuesnd encouraging others to do the same From the start, we will offer you a competitive salary and benefits package, regularly benchmarking ourselves against competitors within the industry. For more information on the range of benefits urbanest offer – visit our careers page, by searching ‘urbanest careers’. At urbanest we are committed to promoting equality and diversity within our team and creating an environment in which all employees are treated with respect and dignity. Urbanest will not tolerate unlawful discrimination, harassment and bullying based upon the following protected characteristics; age, disability, gender-reassignment, marriage and civil partnership, pregnancy and maternity, race, colour, nationality, ethnic or national origins, religion or belief, sex or sexual orientation. Due to the demographic of our residents, successful applicants for this position will be subject to an Enhanced Disclosure and Barring Check