We`re looking for a Supoprt Advisor to join our Bristol office. As a Support Advisor, you`ll be at the heart of the Support Hub, providing expert guidance during incidents, welfare concerns, and complex cases. Using your strong understanding of our customers, properties, and operations, you`ll deliver calm, confident support when it s needed most.
A trusted partner to students, residents, and property teams, you`ll ensure consistent, practical solutions while maintaining high standards of care and service. Guided by our CARE principles, you`ll build positive relationships, make sound decisions, and help create a safe and supportive experience for everyone.
What You'll Be Doing
- Be the trusted expert within the Support Hub for incident management, welfare concerns, and complex case handling.
- Deliver safe, caring, and consistent support to residents, property teams, and colleagues across the business.
- Respond confidently to incidents and on-call escalations, providing calm, clear guidance in high-pressure situations.
- Identify, assess, and manage risks to protect residents, colleagues, and the business.
- Use sound judgement to resolve complex cases and achieve the right outcomes first time.
- Ensure cases are reviewed, lessons learned are captured, and actions are followed through.
- Support the smooth day-to-day operation of the Support Hub through effective communication, handovers, and service continuity.
- Take ownership of performance against KPIs, SLAs, and team objectives.
- Act on feedback, quality reviews, and training opportunities to continuously improve performance.
- Contribute to reporting and insights across incidents, welfare activity, audits, facilities, and third-party services.
- Work collaboratively with Central Operations, Support Hub, and field teams to improve processes, systems, and customer outcomes.
- Take proactive action to prevent issues from escalating and improve the resident experience.
- Share knowledge, support new team members, and contribute to a positive, high-performing team culture.
- Role model our CARE principles in every interaction, decision, and action.
What We're Looking for in You
- A positive, proactive approach, with a genuine motivation to make a meaningful difference.
- Curiosity and a strong commitment to learning, growth, and continuous improvement.
- Confidence in problem-solving and making sound decisions in fast-moving environments.
- A collaborative mindset, with a strong focus on supporting colleagues, residents, and students.
- Openness to new ideas, change, and evolving ways of working.
- A strong focus on delivering excellent service and creating positive experiences for others.
- A desire to contribute to something bigger by improving outcomes and supporting wider team success.
- Experience working in customer service, operations, support, or case management environments.
- Clear, confident communication skills with the ability to simplify complex information and build trust with diverse stakeholders.
- Calm and composed under pressure, with strong judgement and timely decision-making ability.
- A passion for delivering an outstanding resident and colleague experience.
- Ability to balance customer needs with operational standards, policies, and risk considerations.
- Experience handling incidents, welfare concerns, facilities issues, or other complex casework.
- Commercial awareness, with an understanding of how decisions impact experience, risk, and business performance.
- A proactive and curious mindset.
What You'll Get in Return
- A discretionary annual bonus so you can share in the company`s success
- 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
- A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
- Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
- Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
- Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!
