Hours and Shifts: Monday - Sunday (working 1 in 4 weekends), 7.5 hours a day between 8am - 8pm (rotating shift pattern)
The Role
Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you`ll be an essential part of a highly skilled team, assisting internal and external customers with a wide range of queries, helping our students to navigate day-to-day life in their home.You`ll also help to provide knowledge and insight to the rest of the business, so that we can continue to improve our customers` experience with uS.
It`s an exciting and rewarding place to be, working as part of a lively team and in an environment committed to supporting your success as well as our students`. In return, you will receive great pay, training, competitive benefits, lots of opportunity to progress, and the support of a friendly and experienced team.
What You`ll Be Doing
- Handling a wide range of customer queries, including:
- Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests
- Interacting with our customers through a variety of channels; including phone, webchat, social media and email
- Representing our customers` voice at all-levels, proactively seeking opportunities for improvement to prevent future customer service failures.
- Reporting any issue which prevents progression of normal duties to internal support teams (such as our IT Service Desk) and/or Team Leaders and Managers as needed
What We`re Looking for in You
- A solution-focused, customer orientated individual, showing enthusiasm for making our customers feel supported when they need us
- Previous customer service experience and/or excellent written and verbal communication skills
- Ability to remain patient, calm and logical under pressure and during challenging interactions
- Ability to organise & prioritise workload in a fast-paced environment
- Target-driven and keen to perform to our department`s Key Performance Indicators and Service Level Agreements
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!
We are US.
