Senior Contact Centre Advisor - Nights

Hours: 31.5 hours per week. Working 4 nights out of 7 on a rota (variation of days). Working between 8pm and 8am including weekends and bank holidays

Location: Bristol - Head Office

Salary: £24,750 per annum, plus bonus and benefits

The Role

Our Contact Centre is a vital part of central operations within Unite Students. We provide a 24/7 service to our students and employees, handling webchat, social media, phone and email queries. We might be helping students find their perfect home, or with field operations teams in emergency situations. We support with all aspects of living with us. Our Contact Centre is a vital part of our organisation, it`s an exciting place to be and you`ll be working in an environment committed to supporting your development and our customer`s success.

As a Senior Advisor, you`ll be a senior member of our Advisor workforce; deputising for our Leadership Team on activities including hosting team huddles, supporting with training, overseeing team performance and being a role model and subject matter expert.

You will be based in our Contact Centre at our Head Office, South Quay House. You will work alongside the Advisor and Leadership team across a variety of channels and tasks. Your Team Leader will agree with you what the focus of your shift will be; a variety of work, training and skill-sets will be covered; giving your variation in how you work and the opportunity to develop your career at Unite Students.

Who we are looking for

• We are looking for solutions focused, 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

• An annual bonus so you can share in the company`s success
• 25 days` paid holiday
• Pensionscheme- based on how much you save, we`ll contribute 1% more
• Flexible working opportunities
• Shared Parental Leave - 18 weeks full pay
• We`ve earned a Gold award for Investors in People so you`ll be working for an employer who really cares about you and your career
• Other benefits include,ShareSave, Bike to Work, Charity Match,amazing discountsand more!

About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 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, 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.