Night Owl - Customer Service Advisor 20:00 – 08:00 – Student Accommodation

Overview

We are looking for someone to join our Roost on a full-time permanent basis, with the successful candidate working 4 days on, 4 days off between 8pm & 8am. Our Night Owl (Customer Service Advisor) will become a key part of our existing, friendly and experienced property team at our The Railyard and Myrtle Court property in Liverpool.

Hours: 42 hours a week

Salary: £28,610.40 per annum

Are you a people person, awake to the opportunities of delivering exceptional student support in the early hours? Our residents expect a round-the-clock service to fit with their busy study and social lives, so we need people who strive to deliver the same excellent level of customer service at 1am that we provide at 1pm.

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, being busy is what you do best. You’re an important part of our residents’ stay, supporting students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat. Every interaction matters, which is exactly why you matter.

Think you’re the right fit for this role? We hope so too.

You’ll Be Someone We Can Count On To

• Be a customer-service superstar! Your friendly face may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day. As a Night Owl, you will know the strength of your smile.
• Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
• Be an expert in our properties in the city, able to clearly articulate what we offer to prospective residents.
• Take pride in ensuring your property is fully booked and that any debt is managed swiftly.
• Support the Assistant Manager’s responsibilities in ordering stock for your property.
• Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.
• Every student is different and so are the teams that work in our properties. Don’t leave your personality at the door and please bring your whole self to work – it’s this ‘you’ we want to see every day.
• Conduct first class room inspections to make sure that our residents are taking care of their rooms through the year, and make sure that any issues are highlighted sensitively.

DO

• Embrace the social side of being a Night Owl by taking the lead on organising social events for our residents; including the marketing of events, room set-up and take-down as necessary.
• Provide the warmest welcome for prospective new residents by mastering the perfect viewing of not only individual rooms, but also championing the building as a whole.
• Willingly and regularly ask for feedback from our residents and use that to sculpt new ideas, events, and services to propose to the wider service team.
• Create an environment whereby residents feel confident and comfortable in raising any concerns about our properties or our practices.
• Be the first fix for some of our resident’s more routine maintenance concerns – you’ll soon find yourself as the expert in lots of our more common maintenance reports whether that’s a lightbulb that needs changing, or a trip switch that needs resetting.

LEARN

• Get off to the Best Start Ever and learn the Student Roost way of doing things. We take enormous pride in doing a great job and delivering exceptional results and our online learning platform will make sure you’re equipped with all the skills you need.
• Pride yourself on an understanding of the demographic of your residents and tailor events to drive inclusivity.
• Educate yourself on the local support network that we can signpost residents to, who may be experiencing wellbeing or mental health issues, including primary points of contact at local universities.
• Develop a solid understanding of the local university picture, competitors and what makes your property the best option for any prospective residents.

COLLABORATE

• Work closely with the wider team: our people are great and you can be part of that!
• Our value Be Bold, Be Heard instils an open culture where we want to hear new ideas and how we can implement solutions to improve.
• Work with your colleagues to better deliver an enhanced resident experience – that might be getting stuck in to support keeping the property clean and tidy, or supporting your manager with ad hoc tasks. You’ll be an all rounder who enjoys no two days being the same.

The ‘us’ part

So you know what we’re looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built student accommodation properties across the UK – but more than that, Student Roost is its people.

While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls, support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference every day you show up, and in return we’ll show up for you by rewarding what’s right, supporting you in your career growth and aspirations, and championing the unique qualities and ideas that only you can bring to the business.

Simply put: you do you, so we grow together.

Psst… there are some challenges too

• The most obvious of these is the lone working through the night. This can be an isolating role, so you will need to be pro-active to keep yourself busy. At the end of a shift, you’ll be able to look back at your day, each one different from the last, and know that you’ll have made a real difference to a resident’s life and university experience, and our Solo Protect technology means you’re never fully alone.
• It is important to note that the role will require the successful candidate to assist in supporting team members and residents with an array of incidents that may include the topic of suicide, self-harm, depression, anxiety and other complex psychological matters and also incidents of anti-social behaviour which includes noise complaints, assault and abuse and therefore this role should only be considered for those who feel they are able to set strict boundaries in place to look after own wellbeing and are able to adhere to the processes and policies that have been put in place.

Please note that as part of our safety first culture – this role is subject to requiring a Basic DBS check as part of our pre-employment checks.