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What’s the Role?
The Customer Service Advisor (CSA) plays a critical role in delivering an exceptional student experience within Fusion Students' Purpose-Built Student Accommodation (PBSA) properties. The CSA is the first point of contact for students, visitors, and contractors, representing the Fusion brand and values through high standards of customer service, professionalism, and operational support. This role contributes directly to student satisfaction, retention, and the overall success of the community.
To provide a friendly, efficient, and effective front-line service to all students and visitors, ensuring the delivery of an excellent customer experience. The CSA supports the day-to-day operational, administrative, and maintenance processes required for the smooth running of the residence.
Key Responsibilities:
Customer Service & Front of House
- Provide a warm, professional, and helpful reception service to students, contractors, and visitors.
- Handle student queries and complaints in a calm, solution-focused manner, escalating where necessary.
- Deliver consistent service excellence aligned with the Fusion brand ethos.
- Promote student engagement by sharing information about events, facilities, and local services.
Administration & Operations
- Assist in the completion of tenancy paperwork, including check-ins, check-outs, and room inspections.
- Maintain accurate records in line with GDPR, including bookings, maintenance logs, and incident reports.
- Support with room allocations, keys, fobs, and post/parcels management.
- Maintain stock levels of office and cleaning supplies.
Health & Safety and Maintenance Support
- Report maintenance issues promptly and liaise with relevant teams to ensure timely resolutions.
- Conduct regular building inspections to identify potential health and safety hazards.
- Support fire alarm testing, evacuations, and other compliance-related tasks.
- Monitor access control and uphold building security standards.
Team Support
- Work collaboratively with colleagues across departments to ensure smooth daily operations.
- Provide cover for other team members where required (including weekends and evenings).
- Actively participate in training, meetings, and performance reviews.
Experience & Knowledge:
Essential:
- Proven experience in a customer-facing role, ideally within hospitality, retail, or accommodation sectors.
- Strong interpersonal and communication skills.
- Proficient in Microsoft Office and general administrative systems.
- Ability to stay calm under pressure and manage multiple tasks effectively.
Desirable:
- Experience in a PBSA or student accommodation setting.
- First Aid, Fire Marshal, or Health & Safety training.
- Understanding of tenancy agreements and property management software
