Contact Centre 24/7 Advisor (Rota shift pattern)
Unite Students
Bristol, GB
5d ago

Contact Centre 24 / 7 Advisor

Location : Bristol Head Office

Hours and shifts : 37.63 hours per week , 12 hour night and day shifts working on a two week rota

Salary : £20,332 annual salary with a £2,000 uplift after three months.

The Role

Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you ll be an essential part of a highly skilled team, assisting internal and external customers with a wide range of queries, helping our students to navigate day-to-day life in their home.

You ll also help to provide knowledge and insight to the rest of the business, so that we can continue to improve our customers experience with uS.

It s an exciting and rewarding place to be, working as part of a lively team and in an environment committed to supporting your success as well as our students .

In return, you will receive great pay, training, competitive benefits, lots of opportunity to progress, and the support of a friendly and experienced team.

What You ll Be Doing

As a Contact Centre 24 / 7 Advisor at Unite Students, you will become part of a highly skilled and supportive 24-hour team, daily responsibilities include :

  • Handling a range of queries, from helping a locked-out student get back into their room, to calling the emergency services
  • Identifying customers accounts to gain a full understanding of how best to resolve a query
  • Co-ordinating emergency incidents, proactively updating relevant stakeholders and logging all information relating to the incident.
  • Represent 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
  • What We re Looking for in You

  • A solution-focused, customer orientated individual, showing enthusiasm for making our customers feel supported when they need us
  • Previous customer service experience and / or excellent communication skills
  • Ability to remain patient, calm and logical under pressure and during challenging interactions
  • Willingness to work as part of a rota, including nights and weekends
  • What You ll Get in Return

  • An annual bonus so you can share in the company s success
  • 25 days paid holiday
  • Pension - based on how much you save, we ll contribute 1% more
  • Shared Parental Leave - 18 weeks full pay
  • Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!
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