Steyn Group
Customer Service Advisor
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Customer Service Advisor
About Us
Founded in 2013, Almero Student has grown steadily to become a trusted name in student accommodation across the UK. Our mission is to build strong relationships with our students by providing safe, affordable, and well-managed living spaces where they can study, sleep, make friends, and enjoy the culture of their chosen city.
With over 2000 rooms throughout the UK, we operate in key cities including Bristol, Oxford, London, Exeter, Leeds, Manchester, Nottingham and Birmingham offering a variety of affordable, well-managed accommodation while providing the highest standards for students.
The Role
As a Customer Service Advisor within the Property Team, your primary role will be to ensure the smooth operation of service KPIs while delivering an exceptional student experience. You will be the first point of contact, driving high-quality customer service with the safety and welfare of students as a top priority. Key responsibilities include managing a meet-and-greet reception, providing facilities management support through the help desk, and assisting with administrative and back-office tasks to support the Senior Property Manager and site operations. Additionally, you will play a key role in welcoming visitors, handling open days, intake days, departures, and engaging with students and visitors.
This is a 6-month fixed-term, part-time position requiring 20 hours per week, with flexible working hours between Monday and Friday. Occasional weekend work may be required during peak operational periods.
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What You Will Be Doing
- Provide a professional, customer-focused reception and helpdesk service to students, visitors and contractors, ensuring all enquiries are handled promptly, knowledgeably and courteously across multiple channels (in person, telephone, email, website and HubSpot).
- Act as a role model for excellent customer service at all times.
- Support student and visitor processes including check-in/check-out, issuing and managing visitor passes, keys and fobs, and coordinating lost property replacements.
- Assist with the coordination and delivery of tenant engagement activities and events, including supporting open days, viewings and capturing content for social media.
- Provide general administrative and office support including filing, scanning, photocopying, typing, database maintenance and stationery ordering.
- Manage incoming and outgoing post, parcels and correspondence.
- Prepare and maintain meeting rooms, including AV equipment and refreshments where required.
- Support contractor access by managing sign-in processes, permits to work and compliance with Health and Safety procedures.
- Log, monitor and escalate maintenance faults, complaints and local community issues to the relevant teams, ensuring timely resolution and service KPI adherence.
- Respond appropriately to emergencies and escalate safeguarding or welfare concerns to management without delay.
- Promote customer involvement and contribute to continuous service improvement by gathering and acting on student feedback.
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What We're Looking For
- Proven customer service skills, with experience handling queries professionally.
- Proficient in Microsoft Office, financial systems, and databases, with strong data management and analysis abilities.
- Excellent communication, interpersonal, and organisational skills, with a proactive approach to problem-solving.
- Experience prioritising workloads and meeting deadlines independently.
- Knowledge of facilities management and health and safety requirements.
- Team-oriented, adaptable, and committed to maintaining confidentiality.
Company Benefits
- Private Medical and Dental Insurance
- Enhanced Salary Sacrifice Pension
- Wellbeing Allowance
- Performance Related Bonus Scheme
- Learning and Development Opportunities
- Employee Matching Scheme
- Paid Volunteering Days
- Life Assurance
- Cyclescheme
- Referral Scheme
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