Contact Centre Advisor

Our fantastic Contact Centre Team have an exciting oppotunity for an Advisor to join us in our Bristol office. 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.

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.

What You`ll Be Doing

• Ensuring that Health and Safety legislation is adhered to at all times
• Maintaining an awareness of current legislation concerning Health and Safety, Data Protection/GDPR and compliance
• To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements.
• Delivering central processes and conducting all duties in line with Unite Students policy and procedure
• Ensuring incidents are reported via the correct channels
• Ensuring a safe and secure environment at all times
• Fulfilling the varied administration and auditing requirements

What We`re Looking For In You

• We are looking for solutions focussed, 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

Essential

• Excellent written and verbal skills
• Confidence in speaking with people over the phone; a clear and articulate telephone manner
• Ability to remain patient, calm and solutions focussed during challenging interactions
• Ability to work as part of a rota, including evenings and weekends

Desirable

• An understanding/background in providing services to students
• An understanding of contact-centre systems

What You`ll Get in Return

• A discretionary annual bonus so you can share in the company`s success
• 25 days paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

Working Hours and Shift Pattern

• 5 x 8 hour shifts a week (37.5 paid hours)
• Mon - Sun (1 in every 4 weekends, Sat & Sun)
• Rota between 8am - 8pm