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- Provide exceptional customer service at reception, by phone and email, ensuring a warm and professional experience.
- Handle student queries related to accommodation, wellbeing, maintenance, and complaints – escalating where appropriate.
- Maintain accurate records using internal databases and systems.
- Process maintenance reports and follow up to ensure timely resolution.
- Support accommodation services such as student check-ins, space bookings, and summer conferencing.
- Provide administrative support to the wider team and managers, including order processing and invoice handling.
- Liaise with contractors and service providers and ensure smooth day-to-day operations.
- Ensure compliance with health and safety policies and act in line with fire and emergency procedures.
- Contribute to a positive residential community by promoting student wellbeing and addressing any issues or disputes.
- Proven experience in customer service, ideally in hospitality, student accommodation, or a similar environment.
- A friendly, confident communicator who remains calm under pressure.
- Strong attention to detail, with excellent administrative and organisational skills.
- Good IT skills with the ability to learn new systems quickly.
- Experience dealing with complaints or sensitive issues in a professional manner.
- Ability to work independently and as part of a team, with a flexible approach to shift work.
- Commitment to equality, diversity, and high standards of professionalism.
- Experience working in a university, housing, or residential environment.
- Knowledge of accommodation systems or similar CRM tools.
- Familiarity with health and safety and fire safety procedures.
