Night Owl - Customer Service Advisor (8pm - 8am) in Croft

Night Owl – Customer Service Advisor (8pm – 8am)

Join to apply for the Night Owl – Customer Service Advisor (8pm – 8am) role at Student Roost.

We are looking for someone to join our Roost on a full‑time basis for a fixed term contract until October 2026, with the successful candidate working 4 on 4 off between 8pm & 8am. The new Night Owl (Customer Service Advisor) will become a key part of our existing, friendly and experienced property team at the Hollis Croft Property in Sheffield.

Hours: Average of 42 hours per week.

Salary: £30,466.80 per annum.

Responsibilities

As a Night Owl, you will be the first point of contact for residents between the hours of 8pm and 8am. From running onsite events and facilitating late‑night room viewings to collecting rent and liaising with overseas agents, you’ll be busy. You’ll support students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat.

OWN

• Be a customer‑service superstar – greet residents with a friendly smile.
• Treat every enquiry with importance, responding swiftly and politely.
• Know the properties and articulate what we offer to prospective residents.
• Ensure the property is fully booked and debts are managed swiftly.
• Support the Assistant Manager’s responsibilities in ordering stock.
• Collect payments on behalf of residents, ensuring high attention to detail.
• Bring your whole self to work and be authentic.

DO

• Lead on organizing social events for residents, including marketing, set‑up and take‑down.
• Ask for feedback regularly and use it to propose new ideas, events, and services.
• Create an environment where residents feel comfortable raising concerns.

LEARN

• Learn the Student Roost way of doing things; deliver exceptional results.
• Understand the demographics of residents and tailor events for inclusivity.
• Educate yourself on local support networks for wellbeing and mental health.
• Develop a solid understanding of the local university picture, competitors and what makes your property the best option.

COLLABORATE

• Work closely with the wider team.
• Champion an open culture where new ideas are heard and implemented.
• Collaborate to deliver an enhanced resident experience.

US

While we strive to put residents first, we also value our people – Night Owls, support staff, HQ teams – who keep our homes a 24/7/365‑day community. We’ll support your growth and aspirations and champion unique qualities.

Challenges

• One of the most obvious challenges is lone working through the night. Pro‑active engagement keeps you busy.
• The role involves supporting team members and residents with incidents that may include suicide, self‑harm, depression, anxiety, and other complex psychological matters, as well as incidents of anti‑social behaviour. You must set boundaries and adhere to policies.

Spoilers please!

1 month: Understand culture, values, sales cycle, handle viewings, inbox, and escalation.

3 months: Build relationships with people, manage debt process, conduct viewings, log maintenance requests and provide updates.

6 months: Residents, colleagues and third parties know you; you’re proactive and a reliable go‑to person.

This role is subject to requiring a Basic DBS check as part of our pre‑employment checks.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Referrals increase your chances of interviewing at Student Roost by 2x.