Customer Service Manager

Customer Service Manager
Work with our clients at their brand new, market leading student accommodation development in Hatfield, providing top quality accommodation to students.

A unique scheme that requires a high calibre Customer Service Manager to oversee the onsite customer service and drive the sales and marketing strategy for each academic year. The role will need a hospitality-led and customer focussed approach and the Customer Service Manager will be a key recruit in ensuring the provision of exceptionally detailed service on site and high occupancy levels. The successful candidate will need to show initiative and be a self-starter and have excellent communication skills as well as a professional outlook.

The varied role involves:

• Ensuring a warm, welcoming environment to residents, parents and visitors to the sites
• Manage Showroom and ensure high standards are kept at all times.
• Responding to tenant queries throughout the academic year to ensure exceptional service levels
• Marketing and promotion of the accommodation
• Undertaking regular inspections of flats
• Carrying out duties of the General Manager in his or her absence.
• Being part of the out of hours rota for emergencies
• Supporting the management of the site in compliance with ANUK National Code of standards
• Active liaison with University staff including attending regular meetings with relevant bodies
• Maintaining Brand awareness and creating a community feel within the site via the organisation of events and promotions for customers
• Active management of the site team to ensure high levels of performance.
• Engaging with the local community and stakeholders to represent the sites interests.
• Conducting tours of the residence and effectively selling their product to prospective residents, ensuring a high conversion rate is achieved and leads are continually followed up on
• Responding to all new enquiries through all mediums, including emails, contact managers, online chat and phone calls ensuring that these are answered within a timely and professional manner
• Demonstrating product knowledge and ensuring that the core values of the business are reflected through outstanding customer service
• Building an excellent in-house community, by organising and planning regular events for the academic year and ensuring these are carried out to the highest standards.

For this position, we are seeking the following skills/attributes:

• Experience within Student accommodation preferred but not essential
• Experience of working within the Hospitality sector also preferred
• Experience of working to budgets and targets
• Experience in producing weekly and monthly KPI reports
• Excellent communication skills displaying sensitivities to and understanding residents needs
• Excellent leadership and management skills
• Self-motivated and results driven