Student Experience Team Member in Liverpool

PURPOSE OF THE ROLE

The Student Experience Team Member works within our frontline operations team based at an individual property or within a cluster. The role reports to the Student Experience Team Lead and is responsible for delivering the Unite Way of Operations whilst displaying CARE (Connect, Act, Respect and Encourage) to our students. The team works closely with peers in housekeeping, facilities and, where applicable, caretakers to deliver a safe, clean and inclusive environment for everybody to enjoy and succeed; and to achieve our own expected performance outcomes.

KEY ACCOUNTABILITIES / RESPONSIBILITIES

• Be a brand ambassador and always act with positive intent
• Responsible for providing CARE (Connect, Act, Respect and Encourage) in the provision of a world class student experience to our residents and each other
• Responsible for getting to know and actively listening to our students, directing them to available support whenever it is needed
• Accountable for responsiveness and taking appropriate action on receipt of student feedback, resolving issues either directly or indirectly and making sure a resolution is found or the issue is escalated in the right amount of time
• Responsible for adhering to Unites policies, procedures and specified and trained ways of working at all times
• Accountable for proactively handling sales enquiries and helping our current students and new students book with us. You will need to be able to build a good rapport with students and carry out both face to face and virtual viewings. There will also be occasional housing fairs to attend, university open days, stall days and other brand led activity to promote our accommodation and to help us reach our sales KPIs.
• Responsible for maintaining a safe environment for everyone, the completion and recording of basic monitoring and compliance where trained to do so, and taking appropriate action in case of incident or emergency
• Responsible for supporting Resident Ambassadors to create and build a community, ensuring brilliant events are delivered in line with Unite expectations and made available for every resident
• Responsible for keeping a clean, tidy and well-maintained environment and never walking past a mess without doing something about it
• Responsible for the receipt, logging and correct distribution of post and parcels in line with set procedures
• Responsible for understanding our sustainability strategy, why it matters to us and our stakeholders, and actioning any opportunities the role presents to help achieve our sustainability targets

KEY SUCCESS METRICS

• Keep our building and everyone in it safe
• Help to build a community and a place where people can relax and be themselves
• Create an environment where students and colleagues want to stay and be successful
• Be proud of where you work and the achievements of yourself, your team and the business

WHAT WE ARE LOOKING FOR

As a student experience,team member you will show you CARE;

• Be able to Connect with our students and each other. That means being open to diversity, being approachable to everyone and leaving a great first impression so that people leave a conversation feeling good.
• Be Action orientated that means being observant to everything thats happening around you, taking ownership to make things right and to speaking up and ensure lessons are shared and improvements are made for everyone to benefit.
• Give Respect that means being open to different cultures and beliefs, being considerate of other peoples needs and treating others how they wish to be treated.
• Encourage others that means being positive and using positive verbal communication and body language, being solutions focussed and coaching others to help them find solutions for themselves, and being supportive never letting our students feel lost.

And you share our belief in our promises;

• Challenge the Ordinary:We raise the bar in all that we do. Embracing potential and trying new things to lead, innovate and go from good to great.
• Unite as One:We go and grow as one. Working together and championing our differees to win as a team and create a sense of belonging.
• Lead with Heart:We channel our energy to create a positive impact. Doing what`s right and aligned with our ethics to leave a legacy and support the next generation.
• Stay on Point:We`re committed to moving fast with focus and intent, ensuring safety, alignment, and efficiency in everything we do.

The other stuff -

• The Student Experience Team Members will be on property as the business needs dictate, in line with our promise to our students of being there when you need us
• The role will be employed as Student Experience Team Member (day normal operating hours | 7am-10pm). On occasion, the team member may be requested to cover absence or sickness in either team and there may be times you ll need to work alone