Customer Support Advisor in Sheffield

Location: Sheffield City Centre

Hours: Full-time (37 hrs - Mon-Thu 9-5.30, Fri 9-5)

Salary: £25,878

Start date: Tuesday 5th May 2025

We understand. Being a UniHomes Customer Support Advisor is different. NO sales, NO shift work, and NO regular weekends. We embrace hybrid and remote work, meaning you can flex between our state-of-the-art Sheffield city centre office (with free breakfast and Friday drinks at 4.30!) and the comfort of your own home office. The role will be predominantly working from home but with occasional office presence required, therefore you must be based locally and be willing and able to travel to the Sheffield office when required.

We’re looking for additional Customer Support Advisors to grow our incredible team. In this role, you'll be the friendly voice of UniHomes, providing exceptional support to students through phone, email, and messaging. You'll become a problem-solving pro, resolving queries, and offering clear explanations about our shared utility contracts (gas, electricity, water, broadband, and TV License). Your focus will be on ensuring a smooth and hassle-free experience for students, proactively addressing their needs, and aiming for first-contact resolution whenever possible. Collaboration is key, so you'll work alongside internal stakeholders to achieve successful outcomes.

This is a non-sales role, allowing you to focus on what you do best: providing exceptional service and making a positive impact on students' lives.

Peak Season: During July-September, additional hours (max 6 hours per week, including weekends) may be required. We compensate with overtime or time off in lieu.

What you’ll do:

• Own customer queries, aiming for first-contact resolution.
• Gather accurate customer data to support internal teams.
• Assist all customers professionally and politely.
• Collaborate with internal/external stakeholders for successful resolutions.
• Deliver excellent customer support consistently.
• Meet personal and departmental KPIs for quality and volume of calls, messages, and email.
• Utilise CRM systems to manage contacts.
• Support all areas to ensure an industry-leading customer experience.

What you’ll bring:

• Fantastic customer support skills developed in a contact centre environment, retail, service, or hospitality sector.
• High volume phone & CRM system experience (ideally Salesforce, desirable but not essential).
• Superb phone manner and excellent written communication skills.
• Patience, confidence, diplomacy, resilience, open-mindedness, and empathy.
• Ability to stay calm under pressure, think quickly and independently.
• Ability in following processes and structuring questions.
• Genuine desire to solve problems and help others.
• Computer literacy (Microsoft Office) and tech confidence.
• Team player spirit, self-motivation, dedication, and focus.

Hybrid team members will need to ensure they have a safe working from home environment, which includes:

• A quiet and distraction-free environment to be able to provide industry leading customer support.
• Appropriate chair and desk.
• Suitable internet connection, with minimum downloads speed of 30Mbps.
• Flexibility to support our customers over our busiest periods.

We’ll provide IT equipment, including laptop, monitor and headset.

At UniHomes, we’re on a mission to transform the entire student rental experience across the UK. As the market-leading student accommodation advertising platform and utility management service provider, we make finding and securing all-inclusive student accommodation simple, seamless, and stress-free.

We’re not just another platform. UniHomes is developing innovative technology to deliver one go-to destination that supports the entire student rental journey. With an unwavering focus on our students, partner letting agents, operators and suppliers, we continually evolve and enhance our products and services to exceed expectations, while tackling market complexity with ease and transparency.

Since launching in 2015, we’ve experienced rapid growth. Today, we operate in 60+ cities, partner with 1,000+ agents and operators, and are backed by Macquarie Capital and LDC. Our success has been recognised with accolades from EY Entrepreneur of the Year, Deloitte UK Technology Fast 50, The Negotiator Awards, and Great Place to Work(R) certification.

Our 140+ strong team is based in the heart of Sheffield City Centre, where we’re driving innovation, expanding into new markets, and fostering a culture built on collaboration, creativity, and growth.

If you’re ready to make a meaningful impact and help redefine how students find their perfect home, now is the time to join UniHomes. Be part of a team that’s opening new doors to better experiences, brighter ideas, and stress-free living.

We are a team driven and united by our core values:

• Lead the Way
• In it Together
• Customers Matter
• Keep it Simple
• Rise Above Challenges
• Make it Happen

With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. We are incredibly proud to have been officially certified as a Great Place to Work(R)(GPTW(R) and an accredited Living Wage employer - all our employees earn a fair living wage above the government minimum wage.

Working in our stunning new office at New Era Square in the centre of Sheffield, you will get complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee awards, refer a friend scheme, staff discounts, mental health and financial support, and company social events.

At UniHomes we are committed to fostering an inclusive and diverse workplace where everyone can thrive and which values individuals for their unique perspectives. We welcome candidates from all backgrounds, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.

Please let us know if you require any reasonable adjustments to make the recruitment process more accessible to you.

Applicants for permanent roles must already have the permanent and unrestricted right to work in the UK. Unfortunately, we are unable to offer visa sponsorship as we do not hold a sponsor licence.

We want to hear your unique voice in your application. We love AI, but relying on it solely to write your cover letter and answer the application questions is a missed opportunity to showcase the originality and personality that will make you stand out. Please show us the real you.

We do not accept CV submissions from recruitment agencies. Direct applications from individual candidates are encouraged. Thank you for your understanding.