Job Description
We are looking for an enthusiastic Customer Service Advisor to join our team helping us provide a first-class service for our students at our purpose-built student accommodation here in Liverpool.
About Abodus:
The Abodus ethos is to offer affordable and stylish student accommodation across the United Kingdom, in the best student cities.
Our promises to residents are what sets us apart from other student providers: Maximising your Budget, Keeping You Zen, Keeping You Safe, Keeping You Lit, Keeping You Entertained, Staying On Top Of Your Study Game. If you think you can help deliver these promises to our residents, we want to hear from you
MAIN PURPOSE OF ROLE
To be the first point of contact with our customers, colleagues, clients and suppliers ensuring a prompt, professional and efficient service, in terms of face-to-face, initial telephone call or email enquiries.
To accurately record requests for service, deal with general customer queries and advice, incoming mail and access control.
To effectively promote and deal with sales enquiries for the site, to assist in achieving targets.
To carry out administration duties as required and support the site team
RESPONSIBILITIES, DUTIES AND TASKS
* Greet and welcome internal customers, visitors, contractors and clients at reception.
* Work closely with the site team providing a one stop seamless service to all tenants, visitors and staff
* Respond to all enquires in a courteous and professional manner at all times providing information and advice when required.
* Deal with repairs requests, ensuring key information is sort, and ensuring good communication with the customers at all times.
* Assist in maintaining the security of the property through allocation of keys and the electronic fob access system.
* Proactively handle new enquiries and encourage sales, by way of viewings, and follow ups.
* Assist and support all sales and marketing activities including managing social media activities.
* Encourage customers to re-book and advise of the rebooking process.
* Work as part of the team to coordinate and promote the social engagement programme.
* To assist with the management and development on the StarRez tenancy management system
* To provide admin support for the Purchase order system including chasing contractors and suppliers for invoices.
* Chase for rent and debt payments to ensure quick intervention and advise if given where required.
* To receive and sort daily post, parcels and deliveries.
* To provide administrative and clerical support.
* To ensure the reception area is always kept tidy and presentable.
* To archive site files and log historic data on the system.
* To have a thorough knowledge of the property, its layout, services provided, its policies and procedures and its key personnel.
* To help the rest of site team in keeping the site clean, tidy and well presented at all times.
* To work outside of normal working hours as and when required (to cover key Check-In Day/Open Days, etc.).
* Promote the site at open days and accommodation fayres where required
* Attend any training courses where necessary for professional development.
* Work as part of the team to ensure targets and Key Performance Indicators are met.
GENERAL DUTIES
* To maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities.
* To undertake such other duties, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses.
* To undertake health and safety duties commensurate with the post and as detailed in the Company's Health and Safety Policy.
* To act as an ambassador of the Company and promote the company brand; displaying a positive image to customers and members of the public at all times.
EXPERIENCE/KNOWLEDGE: It is essential that the postholder has:
* Strong understanding of what constitutes excellent customer service.
* To be able to use and act on own initiative without instruction or direction.
* Able to work accurately and effectively under pressure
* Analytical and problem-solving skills.
* Good verbal and written communication
It is desirable that the postholder has:
* A good understanding of Facilities Management, compliance and legislative requirements.
* A sound understanding of ANUK guidelines.
* Experience in the Sales and/or Marketing sector.
* An up-to-date knowledge of popular social media platforms including; Facebook, Twitter and Instagram
* Experience in debt management processes.
SKILLS AND ABILITIES: It is essential that the postholder has:
* Resourcefulness
* Ability to prioritise tasks with conflicting deadlines
* Ability to multi task
* Ability to positively communicate in difficult or contentious situations
* Ability to develop and maintain strong relationships with internal and external customers
* Ability to diagnose and resolve problems quickly
* Excellent IT skills
* Excellent attention to detail
* Excellent organisational skills
* Strong team working skills
* Flexible approach and a 'can do' attitude
* Patient approach to dealing with customers
ADDITIONAL BENEFITS
* Company Pension
* Health & Wellbeing Programme: Here at Abodus believe in looking after all our colleagues physical and mental wellbeing.
* First Day Jitters? Whether it's your child's first day at school, nursery or University, we get how big a deal that is. So go ahead, take the day off on us
* Tying the Knot? If you're getting married or celebrating a civil partnership, we'll toss in some extra annual leave. After all, a honeymoon isn't just a trip; it's the beginning of a new adventure. Congratulations
* Spread the ABODUS Love If you love working here (and we hope you do), why not share the love? Refer a stellar professional from your network to us. Once they've completed their probation period, there's a cool £500 waiting for you.
* For Our Furry Friends: Our pets are our family, and their loss is profound. If you ever face this heartbreak, we're introducing pet bereavement leave. We're here for you.
* Passport to Progress: Our own in-house career development program. There's always room to grow, learn, and evolve. Open to every member of the ABODUS team.
* Shine On: Exceptional work doesn't go unnoticed. Our Abodus recognition program rewarding those who consistently bring excellence to the table.
* ABODUS Awards: This one's big An evening of glamour, recognition, and celebration. Because each one of you plays a part in making ABODUS an incredible place to work.
Location: Liverpool (L1) City Centre
Hours: 40 Hours per week on a rota basis. 8 hours Mon-Friday, early and late shifts (8am-4pm and 10-6pm). Occasional weekend and evening required.
Job Types: Full-time, Permanent
Pay: £25,396.80 per year
Benefits:
* Health & wellbeing programme
* Sick pay
Work Location: In person
Job Types: Full-time, Permanent
Pay: £25,396.80 per year
Benefits:
* Company pension
* Health & wellbeing programme
* Sick pay
Work Location: In person