Customer Service Administrator

Customer Service Administrator

Glasgow

Part Time

Permanent

We have an exciting opportunity available for a Customer Service Administrator to join our fantastic team in Glasgow. The successful candidate will work across two luxury-built schemes, totalling to 1,011 beds situated in the cities West End area. This is a perfect opportunity for an out-going, talented individual to get stuck in, ensuring our tenants receive exceptional service.

Downing is an award-winning leading developer, owner and operator of bespoke, luxury student accommodation across the UK. We have been operating for over 30 years and currently have 15 buildings in 9 major cities, with additional impressive schemes currently under construction.

The Customer Service Administrator is generally the first point of contact, therefore has the responsibility of being an excellent brand ambassador for Downing. This exciting, fast-paced position will involve working as part of a small team and undertaking an extremely varied workload. Some of the main duties include:

Key Responsibilities:

• Providing front of office support to residents and visitors to the building, always maintaining excellent customer service.
• Updating the company in-house booking and customer relationship management system.
• Supporting customer show rounds to ensure maximum occupancy of the residence.
• Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
• Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures.
• Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
• Always interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home.
• Engaged with the students to capture feedback and insight to improve services to their needs.
• To create monthly fun and diverse events for students to participate in and support the coordination of any open days
• To maintain the sites review scores across all platforms above 4 stars
• Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals.
• Comply with Health and Safety requirements.
• Manage the incoming post and deliveries and ensure it is distributed efficiently.

Key Requirements:

• Previous experience within a highly customer focused role.
• Experience within accommodation, hotels/hospitality or retail would be preferred.
• Outstanding customer service skills with strong verbal and written communication.
• The ability to think on your feet.
• A confident, polite and professional persona.
• Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
• Smartly presented.

Hours of work:

This role is to work as part of a job-share working 16 hours or 20 hours per week with some Saturdays. Options available to discuss are to work either:

• 16 hours per week Thursday /Friday, 8am – 5pm or 9am – 6pm on a rota basis

or

• 20 hours per week Wednesday afternoon to Friday, 1pm – 5pm or 2pm– 6pm on a rota basis, working 1 in 8 Saturdays
• We request one routine Saturday shift is worked
• There will also be a requirement to work overtime on weekends during the busy student turnaround period and check in weekends.

Benefits:

Downing employees get to work within fantastic environments, with passionate team members and will be fully supported by a management team who have extensive experience within the field of student accommodation. You will also receive:

• Competitive salary
• 25 days holiday, plus bank holidays
• Paid overtime
• Pension scheme
• Life Assurance cover
• Employee Assistance Scheme