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Customer Service Representative x 3
England, West Midlands, Coventry - £19,981 - £26,641 per annum

Posted: 19/10/18

Our client seeks three Full-time Customer Services Representatives and one six month contract, to join their ever expanding organisation.

To ensure a high quality level of customer service is provided at all times with stakeholders, taking responsibility for each customer interaction, ensuring that customer requirements are completely met and resolved, whilst providing a consistent, professional and customer focussed based approach.

You will be based at the busy and demanding Accommodation 'one stop shop' and support frontline Reception desk on a rota basis.

To work on a 37.5 hour 5 over 7 shift pattern to meet business requirements.

Opportunities for taking annual leave during business critical periods (mainly from mid-August to end of September) will be restricted.

Tasks and Responsibilities

1.To be responsible for the day-to-day maintenance/processes in relation to the software and its functions e.g. data inputting, data reporting, producing statistics, inputting damages, emailing, completion of note fields, check in/out, transfers etc.

2.To be the primary point of contact to ensure all enquiries, disputes and complaints are resolved or escalated as appropriate in a timely, professional manner adhering to Data Protection and confidentiality policies. If complaints cannot be resolved at the first point of contact to escalate to the Customer Services Manager.

3.Dealing with all types of accommodation requests and bookings, ensuring the maximum possible conversion rate from enquiry to completion is achieved.

4.To take ownership of tasks assigned and facilitate the allocation of new students / applicants to accommodation, and all procedures associated with the online application and contract process, including nomination agreements

5.Responsible for customising and generating accurate legally binding individual and group assured short hold tenancy, licences and company agreements. Responsible for the accurate calculation and production of monthly, quarterly, half-yearly and annual rental payment schedules.

6.Informing potential tenants by verbal and email communication of the process and legal responsibilities and obligations applicable to tenancy, licences and agreements.

7.Responsible for completing all associated paperwork relating to tenancy licences and agreements, including guarantor forms and student status letters. Ensuring all documents received include appropriate signatures and identification and pursue all incomplete documentation.

8.Ensure all prescribed information relating to the deposit protection scheme is sent out to all tenants within the specified timeline as governed by law.

9.Liaise with landlords regarding gas and electric safety certificates to ensure the property portfolio continues to be legally compliant, Sending reminders and where necessary appoint gas safe contractors to carry out essential safety checks. Ensure the business has licences on file for all relevant properties.

10.Liaise with Property Sales Agents in relation to withdrawals, room moves, departures and arrivals.

11.Manage the sales team diaries with regards to bookings for viewings, meetings and any other work related activity.

12.Ensures that supporting administration processes surrounding payments, recharges, refunds, credits and accommodation debtors are accurately completed in a timely manner

13.Receive record and process all payments/credit card, cheques and bank transfers. Processing the payment through the Financial Management system and Universe in accordance with the University's Financial Regulations.

14.Adhere to accommodation payments procedures in accordance with lock outs, lost keys, invoicing and charges.

15.Responsible for 'goods ordering' or 'goods receiving' of all orders made on the Financial management system including the monitoring of deliveries and arrangements for invoicing.

16.Manage all generic email accounts within the response time making sure correct information, using generic template where appropriate, and details are given in accordance with policies and procedures.



Educated to A level or equivalent

An appropriate degree which relates to the role

NVQ in Customer Service


Experience of working with a diverse student population or the demonstration of an understanding of student's needs.

Experience of providing a high level of customer service.

Competent in the use of Microsoft Office packages.

Excellent working knowledge of Data Protection Legislation and other related regulations and policies.

Experience of using databases and spread sheets.

Experience of working in the higher education sector / letting/estate agency.

Experience in accommodation software.

Job-related skills/Aptitudes

An awareness of the needs of dealing with students and other stakeholders of different cultures and understanding of particular issues faced by international students whose first language may not be English.

Excellent organisational skills required to cope with diverse, cyclical work deadlines.

Accurate and able to meet deadlines working under extreme pressure.

Clear, professional telephone and face-to-face manner.

Ability to prepare routine correspondence and statistical reports.

Understanding of comprehensive Customer Relationship Management (CRM) system.

Interpersonal Skills

Excellent communication and interpersonal skills to deal effectively and professionally with internal and external customers, both orally and written.

Ability to work under pressure and on own initiative and to make decisions with minimum supervision.

Have a sensitive approach to dealing with diverse range of customers.

Ability to deal with ambiguity and handle difficult situations in a professional, assertive manner.

Ability to contribute and work effectively as part of a team.

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