Job Title: Customer Support Advisor (Accommodation Services)
Location: Reading
Job Purpose:
This role provides high-quality frontline customer service to residents in a managed accommodation setting, ensuring a positive living experience. Responsibilities include supporting bookings, coordinating property maintenance, and ensuring compliance with regulations. The role involves close collaboration with colleagues to maximise occupancy and streamline tenant processes.
Key Accountabilities:
* Support the generation of income by maximising bookings and occupancy, working alongside colleagues to promote available accommodation.
* Serve as the first point of contact for resident enquiries via phone, email, and in person.
* Advise on accommodation options and guide prospective residents through the application process.
* Assist with move-in and move-out procedures, including compliance checks and financial transactions.
* Maintain high service standards by addressing resident concerns promptly and escalating issues as needed.
* Collaborate with colleagues to advertise vacancies, ensure smooth tenant transitions, and optimise occupancy.
* Manage room bookings and maintain accurate occupancy records.
* Process and track maintenance requests, coordinating with contractors to ensure timely resolutions.
* Conduct property inspections and health & safety checks, ensuring compliance with tenancy regulations.
* Maintain accurate data entry in housing systems to track resident information and property status.
* Assist with financial transactions, including deposit processing, rent collection, and invoice management.
* Liaise with external partners to support accommodation needs and gather feedback for service improvements.
* Support the management team with complaint investigations and service improvement initiatives.
* Promote a culture of compliance, safety, and customer satisfaction within the accommodation scheme.
General Responsibilities:
* Uphold organisational values, fostering trust, transparency, inclusion, and employee wellbeing.
* Prioritise health and safety in all decision-making.
* Participate in learning and development opportunities to enhance personal effectiveness and performance.
* Undertake additional duties as required to meet the evolving needs of the organisation.
Knowledge and Skills:
Essential:
* Strong customer service and problem-solving skills.
* Ability to multitask and manage administrative processes efficiently.
* Proficiency in housing management systems and Microsoft Office.
* Excellent communication and stakeholder management abilities.
Desirable:
* Experience in accommodation, property management, or hospitality services.
* Knowledge of tenancy agreements, housing regulations, and compliance standards.
* Familiarity with financial processing, including rent and deposit transactions.
* Understanding of health and safety regulations in a residential setting.
If this sounds suitable for you, or someone you know, please send an updated CV to Sean Cloherty at Elevate Projects so we can discuss further