Customer Support Assistant

This is a wonderful opportunity to join an ambitious, thriving and professional company with a true innovative spirit, located in heart of London (zone 1). Our business originally started in 2009 and we have grown quickly. With exciting projects in the pipeline we are looking to double in size in the next 3-4 years. We’re ambitious, our Mission is to achieve 10,000 beds by 2025. We have a head-office in Covent Garden and we operate out of 9 properties (King’s Cross, St Pancras, Hoxton, Tower Bridge, Victoria, Vauxhall, City, Westminster and Battersea), with nearly 4,000 beds that operate on a 24/7 basis. Exciting times as we are looking forward to opening our 10th property – urbanest Canary Wharf (1784 beds) in 2026! We offer an amazing living experience with students who attend top universities such as Kings College, LSE, City University of London, University College London, NYU, SOAS and University of the Arts. Each of our residents’ rooms are designed to maximise space and light, and deliver the best in modern living with innovative finishes.

Our properties have a great community feel; with both lively and buzzing social areas and quiet study spaces for our residents. There is a co-ordinated calendar of in-house events that we run regularly and these help students to discover London, settle in, meet new people and enjoy their time living with us.

You will be joining a 210+ strong team. We all catch up and celebrate at different events throughout the year (the Year End and Summer parties). In your role you may cover for other colleagues at different properties when they are off on holiday or away from the business. We very much work on a daily basis in line with our Values: I ntegrity, D evelopment, E nergy, A chievement and S upport (IDEAS) and we pride ourselves on a warm, collaborative and welcoming culture; where we are happy to help and support one another.

Our urbanest Vision is To achieve “a living and working experience better than yesterday; even better tomorrow”.

The Role Includes:

• Being the first point of contact with residents and guests.
• Going above and beyond to deliver excellent resident service.
• Providing a practical and timely solution to residents’ problems, which may include communicating maintenance issues with your colleagues.
• Helping out with parcels and post queries.
• Loaning out items – e.g. hoovers, fans, ironing boards etc.
• Helping to run our social events – together with our university partners or in line with our Residential Life Experience programme.
• Assisting contractors, visitors and our university partners with their requirements.
• You’ll be carrying out checks and building walks – logging all your observations on an iPad.
• Inspecting our communal areas; our power house – the plant room, the lifts and the corridors, residents’ kitchens (prior to their check-out).
• Carrying out a room inspection or showing a potential resident one of our suites or studios.

Being Part of the Team

• Supporting on-boarding of new colleagues into the team; answering questions and sharing your knowledge.
• To join in and speak up, making a constructive contribution at the monthly team meetings.
• Learn about our different processes and how we keep our residents and colleagues safe.
• Respectful of people’s privacy and personal information – we will train you on all aspects of GDPR.
• Dealing with issues or incidents and calling the emergency services when needed.
• Working with your other colleagues from the Maintenance and Night Teams to achieve the best results and solutions for our residents, 24/7
• Carry out specific training to help you in your role and to acquire new skills including full training on our bespoke IT Resident reporting systems and processes.
• To write up a great handover for your Night Team colleagues so they know all that has happened during your shift and anything that they need to follow up on.
• Understanding the importance of Health & Safety and Fire Safety in all that you do and report anything that is not safe.

What can you expect?

• Salary £10,480 p.a. and access to our full range of urbanest benefits!
• A smart presentation is important – your urbanest top and name badge will be provided.
• You will work 15 hours a week. Working days Saturday and Sunday (with different start/ finish times: 7:30 – 16:00; 12:00/ 12:30 – 20:30/ 21:00)
• Working 5 days out of 7; working weekends and bank holidays on a rotating basis.
• We will apply for an enhanced DBS check – because we provide living accommodation for residents under 18 and we are committed to their safe-guarding.

Benefits

• 11.5 days annual leave
• Travel to work Loan
• Cycle to work Loan
• Recruitment bounty
• Company pension contribution
• Staff parties
• Life assurance
• Perkbox
• 50% Discount The Gym Group membership
• 24/7 Employee Assistant Programme
• Training and Development
• Access to headspace wellbeing app

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