Support Hub Advisor

The Role

As a Support Hub Advisor (12-Month Fixed-Term Contract), you'll play an important role in helping our Support Hub continue to deliver an excellent customer experience during an exciting period of change and growth.

Over the next 12 months, Unite Students will be integrating Hello Student into our operations, alongside introducing new systems, processes and ways of working. You'll be part of a flexible, collaborative team supporting customers, residents, property teams and colleagues across a variety of customer journeys.

Depending on business needs, you'll have the opportunity to work across Sales, Service and Support activities, developing your knowledge and experience across different areas of the Support Hub.

We're looking for curious, adaptable and proactive individuals who enjoy learning, embrace change and are confident picking up new systems and developing skills across a broad range of customer interactions.

By living our CARE principles, you'll build positive relationships with customers and colleagues, take ownership of outcomes, adapt to changing priorities and play an active role in the success of the wider team.

Working hours

The Support Hub operates between 08:00 and 20:00, Monday to Sunday. You'll work a variety of shift patterns within these hours, aligned to business demand.

What You'll Be Doing - Your impact

• Support customers, residents, property teams and colleagues across multiple contact channels, including phone, email, webchat, SMS and proactive outbound communications.
• Deliver excellent, safe and consistent customer experiences across a range of enquiries, bookings, incidents, complaints and operational requests, bringing our CARE principles to life in every interaction.
• Understand customer needs, take ownership of enquiries and provide appropriate support, solutions or escalation, balancing customer experience with operational and business priorities.
• Work flexibly across Sales, Service and Support activities, adapting to changing business priorities and demand.
• Build knowledge and capability across different areas of the Support Hub to provide flexible operational support and contribute wherever support is most needed.
• Embrace change positively, learning and confidently using new systems, processes and tools introduced through business integration and change programmes.
• Support the successful integration of new teams, systems and ways of working, sharing knowledge and helping colleagues through periods of transition.
• Follow established processes, procedures and team priorities to ensure accurate, timely and consistent service delivery.
• Maintain accurate customer records and system updates, ensuring information is handled appropriately and in line with GDPR, information security and internal policies.
• Work collaboratively with colleagues across the business to resolve queries, support operational delivery and maintain high standards of service.
• Support proactive customer communications to improve outcomes, keep customers informed and prevent items from escalating.
• Identify potential risks, concerns or safeguarding issues and escalation, balancing customer experience with operational and business priorities.
• Identify opportunities to improve customer experiences, team performance, processes and ways of working.
• Participate in team huddles, training, coaching and development activities, actively seeking feedback and taking ownership of your ongoing learning.
• Be a curious, adaptable and reliable team player who embraces new challenges, celebrates success and contributes positively to a supportive team culture.

What We're Looking For In You

You don't need to tick every box or have followed a traditional career path to be successful in this role. We're looking for people with the right attitude, a willingness to learn and the ability to deliver great customer experiences in an evolving business.

You'll enjoy variety, be comfortable stepping outside your usual responsibilities and thrive on learning new skills, working with different teams and adapting to new ways of working. Most importantly, you'll bring a positive mindset, curiosity and a genuine desire to make a difference to our customers, residents and colleagues.

To be successful in this role, you'll be:

• A confident communicator, with strong written and verbal communication skills.
• Customer-focused, with a passion for delivering positive experiences and finding solutions.
• Adaptable and comfortable responding to changing priorities, workloads and business needs.
• A quick learner, able to develop knowledge and confidence across different systems, processes and areas of the business.
• Organised and able to manage multiple tasks and competing priorities while maintaining accuracy and attention to detail.
• A collaborative team player who enjoys sharing knowledge, supporting colleagues and working towards shared goals.
• Resilient and able to stay calm, positive and professional when working under pressure.
• Curious and open-minded, embracing opportunities to learn, develop and take on new challenges.
• Proactive and solutions-focused, with the confidence to take ownership and recognise when support or escalation is needed.
• Motivated by being part of a team that is continually evolving, improving and delivering great results.

Why Join on a Fixed-Term Basis?

Over the next 12 months, the Support Hub will play a key role in supporting the integration of Hello Student and the introduction of new systems, processes and ways of working.

Joining us during this exciting period of change offers a unique opportunity to broaden your experience, develop new skills and gain exposure to different areas of the operation. You'll play an important part in supporting business integration, helping colleagues and customers through change and contributing to the continued success of the Support Hub.

It's an opportunity to make a real impact, build a broader understanding of customer service, sales and operational support within Unite Students, and be part of a team shaping how we work for the future.

What You'll Get in Return

• A discretionary annual bonus so you can share in the company's success
• 25 days' paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme – employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

Founded in 1991, Unite Students is the UK`s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion.We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students.Employees, students, and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer thatembraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building ahome for success, for both our employees and students, requires exceptional people with passion. Join us as we build better experiences for students that live with us.

We are US.