At urbanest, high end providers of student accommodation in zone 1, we are looking for an energetic and enthusiastic Customer Support Associate to join our Customer Experience team. We’re on the search for a pro when it comes to communication and someone with great organisational skills. Our new Customer Support Associate will be passionate about supporting customers to ensure all of their needs are met.

Title Customer Support Associate – Part-Time Support

Location/ Business 101 St Martin’s Lane (remote working on Saturdays and Sundays)

Reports To Customer Support Supervisor

Work Pattern Part time - 22.5 hours a week over 3 days with at least one day worked on Saturday or Sunday

Role purpose

Provide continuity of service for our Customers and Property Teams; Delivering excellent customer service and support through responding and resolving ‘remote service’ requests in adherence to urbanest’s core operating procedures.

Key Accountabilities

Manage the Resident Experience

• Co-ordinate and manage ‘remote’ resident enquiries, taking ownership for their resolution
• Communicate effectively, whether via telephone or in writing, with customers and colleagues, clearly understanding and responding to the residents’ needs
• Process and respond to online, call and email enquiries in a proactive and timely manner via all communication channels (including phone, email and CMS)
• Provide a consistent and positive resident experience through taking ownership for resolution of all enquiries/requests received; reflecting our company values at each stage of the process
• Contribute with energy and commitment to achieving Customer Satisfaction (NPS, Google Reviews and Facebook
• Consistently working to close requests and support the property teams in resolving complaints
• Maintain and build upon the Knowledge Base with FAQs for utilisation and reference by the residents

Partnership and support of Property Teams

• Gain full understanding and familiarisation of each property – beds, heads (staff), nomination agreements, building specific nuances
• Ensure the appropriate support is requested for specialist queries e.g. legal complaints, complex accounts issues, stakeholder requests
• Support with resolving all Contract Transfer Requests, ensuring the correct information is provided and acting as a point of contact for the outgoing resident throughout the process
• Ensure compliance, security and integrity of customer data in line with GDPR legislation
• Attend and constructively contribute to team meetings, on site and virtually, 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 values and encouraging others to do the same

Qualifications, Experience and Role Requirements

Essential

• Able to work Saturday & Sunday, plus 1 weekday (preferably Thursday but this is flexible)
• Excellent Customer service skills and working in a customer service role
• Excellent online and social networking for business skills
• Structured diligent approach to managing workload
• Experience of using business operating systems including Microsoft Office
• Demonstrable experience of effective communication both orally and in writing
• Administrative experience
• Used to working to SLAs

Desirable

• Experience in working in a student accommodation environment
• Experience in working with intercom
  
• Bi-lingual

From the start, we will offer you a competitive salary and benefits package, regularly bench-marking 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.