Night Contact Centre Advisor

Hours: 31.5 hours per week Monday - Sunday, 4 nights on and 4 Nights off. Working between 10pm and 8am.

Location: Bristol Head Office

Salary: £26,337 per annum, plus bonus and benefits

The Role

Our Contact Centre is a vital part of service delivery within Unite Students. As an night shift Advisor, you`ll be an essential part of a highly-skilled team, offering assistance to students and staff! A key part of our Central Operations team, you`ll handle phone calls, emails, chats, social media and more. Whether it`s helping a student settle in, to supporting in an emergency, you will prove to be an absolute expert when it comes to operations. You`ll also be providing knowledge and insight to let the rest of the business know where we can improve. It`s an exciting place to be and, as a Contact Centre Advisor, you`ll be working in an environment committed to providing a home for success.

What youll be doing

• Handling a wide range of customer queries, including:
  • Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests
• Interacting with our customers through a variety of channels; including phone, webchat, social media and email
• Representing our customers` voice at all-levels, proactively seeking opportunities for improvement to prevent future customer service failures.
• Reporting any issue which prevents progression of normal duties to internal support teams (such as our IT Service Desk) and/or Team Leaders and Managers as needed

Who we are looking for

• We are looking for solutions focussed, customer-orientated individuals
• You`ll be enthusiastic about delivering great customer service
• You`ll be adaptable, with the ability to work across a range of customer-impacting disciplines; from accounts queries, to emergency support
• You`ll be someone who can deliver high-quality interactions and commit to taking ownership of any issue and utilising all available resource to resolve them first time
• You`ll be target-driven and ready to perform to our departments Key Performance Indicators and Service Level Agreements
• You`ll have a great team-spirit, understanding of the impact your personal-adherence and work has on our team and customer`s success
• You`ll be striving to be better and achieve to your full potential, based on detailed feedback to support your ongoing development
• You`ll be able to support others when dealing with high-profile and emergency incidents

What You`ll Get in Return

• A discretionary annual bonus so you can share in the company`s success
• 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion.We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students, and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

We are US.

As part of our commitment to safeguarding our students, all new employees in this position will be required to undertake a basic criminal record check prior to commencing employment. The cost of this check will be incurred by Unite Students. Any offer of employment will be subject to a satisfactory criminal record check result.

If this position sounds exciting to you, we would love to receive your application!