Customer Service Assistant (part time)

Customer Service Assistant
We have an exciting new opportunity to work for a student accommodation provider at their Edinburgh based property.  

The customer service team are the first point of contact for customers, across a wide range of services; from the very first time someone comes to see what the site is about and wants to view a room or make a booking, to logging a maintenance ticket, asking for directions, or just needing someone to talk to

We are looking for people who are keen to deliver a wonderful experience, in every interaction.

This is a part-time role, working 20 hours per week. You will be responsible for the following duties:

• Practice an unrelenting approach to safety and welfare by adherence to any and all safety policies and processes.
• Work within the guidelines of the GDPR, treating customer’s data with the utmost respect.
• Provide a welcoming, visible and effective front of house service.
• Deal with enquiries from customers, through email, website, telephone, and in person.
• Collect payments on behalf of customers, ensuring high levels of attention to detail
• Take delivery of post and courier deliveries and conduct the necessary processes to distribute and update customers.
• Support customers who may need to raise a complaint
• Facilitate events for the residents; including marketing of events, room set-up and take-down as necessary.
• Ensure all value-add services are in good working order and setup for customer use, such as refreshment and snack offerings.
• Ensure common rooms and lounges are inviting, neat and tidy and ready for use the next day.
• Willingly and regularly ask for feedback from the residents and use that to sculpt new ideas, events and services to propose to the wider team.
• Pride yourself on an understanding of the demographic of your customers and tailor events to drive inclusivity.
• Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to.
• Be expert in the properties in the city, able to clearly articulate what is offered to prospective customers.
• Schedule show flat viewings.
• Collate & maintain booking spreadsheets & reporting.
• Ensure sales and financial targets across the sites are achieved.
• Be a supportive and reassuring presence for customers who may be experiencing a difficulty.
• Address and update maintenance tickets; allocating to colleagues, contractors or updating customers with progress.
• Support the General Manager.
• Undertake any other general administrative activities handed over to you.