Night Owl - Customer Service Advisor (8pm - 8am) - Student Accommodation

We are looking for someone to join our Roost on a full-time permanent basis, with the successful candidate working on average 42 hours per week, 12 hour shifts 4 days on, 4 days off between 8pm & 8am. Our new roaming Night Owl (Customer Service Advisor) will become a key part of our existing, friendly and experienced property teams across Newcastle.

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Hours: ​42 hours per week, 4 on 4 off 12 hour shifts between 20:00 - 08:00

Salary: £28,610.40 per annum​

Are you a people person, awake to the opportunities of delivering exceptional student support in the early hours?

Our residents expect a round-the-clock service to fit with their busy study and social lives, so we need people who strive to deliver the same excellent level of customer service at 1am that we provide at 1pm.

As a Night Owl, you will be the first point of contact for residents between the hours of 8pm and 8am. From running onsite events and facilitating late night room viewings to collecting rent and liaising with overseas agents, being busy is what you do best. You’re an important part of our residents’ stay, supporting students who might need to report a maintenance issue, collect a parcel, ask for directions or simply need to chat. Every interaction matters, which is exactly why you matter.

We are Student Roost.

It’s more than a room. It’s more than a job.

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The ‘you’ part

Think you’re the right fit for this role? We hope so too.

You’ll be someone we can count on to:

OWN

• Be a customer-service superstar! Your friendly face may be the first to greet a resident in the morning or one that welcomes them home at the end of a long day. As a Night Owl, you will know the strength of your smile.
• Treat every enquiry with significant importance, taking personal pride in ensuring all enquiries are responded to swiftly and politely.
• Be an expert in our properties in the city, able to clearly articulate what we offer to prospective residents.
• Take pride in ensuring your property is fully booked and that any debt is managed swiftly.

• Support the Assistant Manager’s responsibilities in ordering stock for your property.
• Collect payments on behalf of residents, ensuring high levels of attention to detail and working in line with our policies and processes.
• Every student is different and so are the teams that work in our properties. Don’t leave your personality at the door and please bring your whole self to work – it’s this ‘you’ we want to see every day.

DO

• Embrace the social side of being a Night Owl by taking the lead on organising social events for our residents; including the marketing of events, room set-up and take-down as necessary.
• Willingly and regularly ask for feedback from our residents and use that to sculpt new ideas, events, and services to propose to the wider service team.
• Create an environment whereby residents feel confident and comfortable in raising any concerns about our properties or our practices.

LEARN

• Get off to the Best Start Ever and learn the Student Roost way of doing things. We take enormous pride in doing a great job and delivering exceptional results.
• Pride yourself on an understanding of the demographic of your residents and tailor events to drive inclusivity.
• Educate yourself on the local support network that we can signpost residents to, who may be experiencing wellbeing or mental health issues, including primary points of contact at local universities.
• Develop a solid understanding of the local university picture, competitors and what makes your property the best option for any prospective residents.

COLLABORATE

• Work closely with the wider team: our people are great and you can be part of that!
• Our value Be Bold, Be Heard instils an open culture where we want to hear new ideas and how we can implement solutions to improve.
• Work with your colleagues to better deliver an enhanced resident experience.

The ‘us’ part

So you know what we’re looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built student accommodation properties across the UK – but more than that, Student Roost is its people.

While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls, support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference every day you show up, and in return we’ll show up for you by rewarding what’s right, supporting you in your career growth and aspirations, and championing the unique qualities and ideas that only you can bring to the business.

Simply put: you do you, so we grow together.

Psst… there are some challenges too

• The most obvious of these is the lone working through the night. This can be a isolating role, so you will need to be pro-active to keep yourself busy. At the end of a shift, you’ll be able to look back at your day, each one different from the last, and know that you’ll have made a real difference to a resident’s life and university experience.
• It is important to note that the role will require the successful candidate to assist in supporting team members and residents with an array of incidents that may include the topic of suicide, self-harm, depression, anxiety and other complex psychological matters and also incidents of anti-social behaviour which includes assault and abuse and therefore this role should only be considered for those who feel they are able to set strict boundaries in place to look after own wellbeing and are able to adhere to the processes and policies that have been put in place.

​Spoilers please!

It’s going to be an exciting journey so we thought we’d give you some insight into what you can expect to do and learn in the first six months of your role.

Within…

1 month You will start to understand the culture and values of Student Roost. You will be getting to know the sales cycle of your building and having a go at carrying out viewings. You will be getting to grips with the site inbox, knowing which enquiries you can confidentially respond to and which need escalation. ​

3 months You will have met and built strong high-quality relationships with our people, residents, clients, and colleagues. Your knowledge of the site and processes is well underway. You are familiar with the debt process and comfortable with sales enquires, carrying out viewings with pride in your property. You are logging maintenance requests via the reporting app and can provide updates to residents on any maintenance works in their accommodation. ​

6 months​Residents, colleagues and third parties now know you and are not hesitant to approach you with any enquiries. You have a solid understanding of the site and are proactive in your daily tasks, and are a champion for your property, delivering fantastic service to your residents and being a reliable go-to person for the rest of your team. ​

Please note that as part of our safety first culture – this role is subject to requiring a Basic DBS check as part of our pre-employment checks.