Service and Support Lead

Service Centre 
Up to £22,500 + bonus + benefits 

Location: Central Bristol

Hours: 37.5 hours per week. Working 5 days out of 7, the shifts will fall between Monday to Sunday and will fall between the hours of 8am - 8pm.

Salary: Up to £22,500 + bonus + benefits

What the job involves:

Our Service Centre Advisors provide expert support on a whole range of matters, from selling our rooms to dealing with emergency incidents. As part of the leadership team, you`ll be a vital part of service delivery within Unite Students

To give you an idea of what to expect, you`ll be:

  • Working as the most senior member of our Advisor team, reporting into our Contact Centre Team Leaders, you`ll support them in running each shift
  • Delivering training material (set out by our Training and Quality Lead), and answering any queries Advisors may have about this day-to-day
  • Assisting new team members with onboarding, and supporting your peers through our Development Model
  • Dealing with the most high-profile customer cases, and taking the lead on resolving Major Incidents, when they occur
  • Co-ordinating and providing key support in emergencies
  • Assisting with quality assurance of Advisors work and supporting in delivering feedback
  • Overseeing the shift plan and ensuring Advisors feel supported in delivering high-performance

What we look for in you:

  • Excellent oral and written communication skills
  • Exceptional customer service skills
  • Confident ability to pick up and navigate new systems
  • Ability to maintain a calm and professional attitude in challenging situations
  • Strong coaching and performance management skills
  • An energetic and motivated individual who can work at pace whilst maintaining accuracy
  • Most of all, you`ll be someone who can respect, encourage and connect with the people you work with

What Unite Students is all about:

We`ve been the leaders in the purpose built student accommodation market since our foundation back in 1991 and have been at the top of our game ever since. We`ve grown a lot since then and you can now find us in 24 different university towns and cities, with over 50,000 students calling us home!

Benefits of working with uS:

We recognise that your hard work shouldn`t come without its perks, so here`s a list of some of the things you can expect to get from us:

  • We`ve earned an award for Investors in People - Gold, so you`ll be working for an employer who really cares about you and your career
  • Take time to relax with 25 days` holiday
  • An annual bonus so you can share in the company`s success
  • Enjoy amazing discounts at certain restaurants, retailers and entertainment venues
  • Most of all, you`ll be working within a fun, passionate and friendly team

Unite Students is an equal opportunities employer and we welcome people of all ages, ethnicities, disabilities, religions, gender identities and sexual orientations. Your application will be dealt with in the strictest of confidence.


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