At a Glance
- Tasks: Provide top-notch customer support and manage helpdesk operations for students.
- Company: Join UPP, the UK's leading provider of student accommodation.
- Benefits: Enjoy 25 days holiday, life insurance, discounts, and wellness programmes.
- Other info: Flexible hours and opportunities for career growth in a vibrant environment.
- Why this job: Make a positive impact on students' lives while gaining valuable experience.
- Qualifications: Previous customer service experience and strong organisational skills required.
The predicted salary is between 25151 - 25151 £ per year.
A successful university campus is about so much more than buildings. It’s about the environment, the atmosphere and the people – creating that sense of home that will help students feel safe, secure, and help them thrive.
Here at UPP we currently have an exciting opportunity for a Customer Support Representative to join our Reading University team. This is a permanent position working 35 hours per week on a 4-week rolling shift rota 8.00am – 7.00pm Monday to Sunday. The salary is £25,151 per annum pro rata.
Working on the Helpdesk, the Customer Support Representative operates a Computer Aided Facilities Management (CAFM), ‘real time’ telephone/email helpdesk monitoring reactive and planned maintenance work, escalating issues as required and providing a high standard of customer service to students, University partners, sub-contractors and UPP Team members.
Role responsibilities include:- Provide a professional and customer focused first point of contact, keeping accurate records, and responding appropriately to all requests, in line with Company procedures and required response times.
- Assist the relevant manager(s) in the co-ordination and administration of on-site activities.
- Monitor the Building Management Systems and Lift Monitoring System, reacting as appropriate to any alerts within agreed timescales.
- Answer, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel or sub-contractor to undertake tasks required.
- Operate a computer-based facilities management database (currently Planon) monitoring all reactive work and planned maintenance.
- In line with the Service Level Agreements, make decisions regarding service delivery and the priority of work, monitoring and escalating issues where appropriate.
- Fully maintain and update helpdesk records in an accurate and timely manner for both reactive and planned incidents.
- Assist in the production of day-to-day operational reports/performance statistics and monthly management and client liaison reports.
- Work closely with the helpdesk management team to proactively manage service events to minimise service event failures and unavailability.
- Be responsible for signing out for, securely maintaining, and returning safety items such as keys, swipe cards and door access equipment.
We are looking for you to have previous helpdesk/customer service experience working in a customer focused environment, along with great organisation and administrative skills with an attention to detail and the passion to do a great job. You will also be flexible to work (with notice) additional hours when needed, especially during the main student arrival and departure weekends.
A driving licence is essential as you may be required to travel to other areas of the campus.
We truly care about the experience of our residents and invite you to join our friendly team and help make a positive difference to students living away from home in our accommodation.
In return, we are offering:- A fun and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday, life insurance, pension, training, two paid volunteering days each year, cycle to work scheme, store discounts, as well as discounts from a variety of top retailers, restaurants, gyms and more.
UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners. We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and help you to thrive at work. Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people.
We are a team with energy, pace and passion; if that sounds like you, apply today.
Who are UPP? We are proud to be the UK’s leading provider of on-campus residential and academic accommodation, with over 35,000 beds where more than 500,000 students from around the world have called home over the years. We provide a complete solution of Design, Build, Fund, and Operate (DBFO) student accommodation and campus facilities exclusively to the higher education sector. This means we not only design and create cutting edge sustainable buildings, but we also help finance them and successfully manage the onsite operations long-term. However, we’re more than just accommodation, we create spaces where students can thrive, connect, and make the most of their university experience. Our mission is to support every student's journey by offering a safe, inclusive and inspiring environment to live and learn.
What’s in it for you?- Diversity, Inclusion & Belonging: An inclusive culture where everyone feels respected, heard, and empowered.
- Career Growth: Learn, lead, and progress with tailored training and leadership programmes.
- Rewards & Benefits: Competitive package and range of benefits designed for you.
- Health and Wellbeing: From mental health resources to wellness programmes, and everyday support.
- Purpose & Impact: Every role shapes the student experience.
To learn more about what we offer, check out our Working Environment, Benefits and Career Development tabs on our Careers Hub.
Apply today and start your journey with UPP.
Customer Support Representative - Helpdesk in Reading employer: UPP Ltd
UPP is an exceptional employer that prioritises a supportive and inclusive work environment, making it an ideal place for those looking to make a meaningful impact in the lives of students. With a competitive salary, generous benefits including 25 days holiday, life insurance, and opportunities for career growth through tailored training programmes, UPP fosters a culture of innovation and respect. Located in Reading, you will be part of a passionate team dedicated to creating safe and inspiring spaces for students, ensuring that every day at work is both rewarding and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative - Helpdesk in Reading
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on UPP. Understand their values and mission, especially around creating a supportive environment for students. This will help you connect your answers to what they care about.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your previous customer service experience aligns with the role of a Customer Support Representative at UPP.
✨Tip Number 3
Show your passion! During the interview, let your enthusiasm for helping students shine through. Share specific examples of how you've gone above and beyond in past roles to provide excellent customer service.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support Representative - Helpdesk in Reading
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Representative role. Highlight your previous helpdesk or customer service experience, and show us how your skills align with what we're looking for.
Show Your Passion:We love seeing candidates who are genuinely excited about helping students thrive. Share any relevant experiences that demonstrate your commitment to providing excellent customer service and creating a positive environment.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through, so don’t be afraid to let us know who you are!
Apply Through Our Website:To make sure your application gets to us quickly, apply directly through our website. It’s the best way to ensure we see your application and can get back to you as soon as possible!
How to prepare for a job interview at UPP Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Support Representative. Familiarise yourself with the helpdesk operations, especially how to handle service requests and monitor systems like CAFM. This will show that you're genuinely interested and prepared.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer service, be ready to share specific examples from your past experiences. Think of situations where you resolved issues or went above and beyond for a customer. This will demonstrate your ability to thrive in a customer-focused environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you'd handle real-life situations on the helpdesk. Practice responses to scenarios like managing multiple service requests or dealing with an upset customer. This will help you articulate your problem-solving skills effectively during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.
