At a Glance
- Tasks: Provide exceptional support for customer enquiries and resolve complex cases with empathy.
- Company: Join Unite Students, the UK's leading provider of student accommodation.
- Benefits: Enjoy a competitive salary, generous holiday, and health benefits.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real difference in students' lives while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
The Role
As a Service Advisor, you are a trusted expert who delivers exceptional support across a range of customer enquiries and complex cases, including complaints, payments, arrears, cancellations, welfare, ANUK and accreditation requirements, and core business processes.
You provide safe, caring, and consistent service, using sound judgement and empathy to deliver clear, right‑first‑time outcomes for residents and colleagues.
By living our CARE principles, you take ownership, build trust, and use customer insight to improve our services and reduce avoidable contact.
Working Hours
08:00-20:00, Monday to Sunday, with a variety of shift patterns aligned to business demand within these operating hours.
- What You'll Be Doing
- Be the trusted expert for complex customer enquiries, including complaints, payments, arrears, debt, welfare, ANUK and accreditation.
- Deliver clear, caring, and right‑first‑time customer outcomes.
- Take ownership of enquiries from start to finish.
- Resolve complaints fairly and identify opportunities to improve the customer experience.
- Spot risks early and take action to protect residents and the business.
- Share customer insights to improve processes and reduce avoidable contact.
- Role model our CARE principles in every interaction.
- Support customers across phone, email, live chat, SMS, reviews, and outbound communications.
- Work collaboratively with colleagues to deliver a seamless customer experience.
What We're Looking for in You
- Experience in a customer‑focused role.
- Excellent communication and relationship‑building skills.
- Calm under pressure with strong judgement and attention to detail.
- Experience handling complaints, payments, arrears, and debt.
- Confident problem solver with a customer‑first mindset.
- Commercial awareness and understanding of business impact.
- A collaborative team player who takes ownership.
- Curious, proactive, and committed to continuous improvement.
- Passionate about delivering outstanding service for residents and colleagues.
- 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 Share Save scheme, Employee Life Assurance, a discounts portal and more.
- About Unite Students
Founded in 1991, Unite Students is the UK’s leading provider of purpose‑built student accommodation.
You can find us in 23 leading university towns and cities, with 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.
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.
Employees, students and neighbours all contribute to building environments where we can all thrive.
We’re proud to be an employer that embraces 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 a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what’s right, keeping us safe, and raising the bar.
Join us as we build better experiences for students that live with us.
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StudySmarter Expert Advice🤫
We think this is how you could land Service Team Advisor in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unite Students. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unite Students before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Team Advisor in Bristol
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unite Students:Your cover letter is your chance to shine! Tell us why you want to work at Unite Students specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unite Students!
How to prepare for a job interview at Unite Students
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
