Customer Service Advisor

About Us

Founded in 2013, Almero Student has grown steadily to become a trusted name in student accommodation across the UK. Our mission is to build strong relationships with our students by providing safe, affordable, and well-managed living spaces where they can study, sleep, make friends, and enjoy the culture of their chosen city.

With over 2000 rooms throughout the UK, we operate in key cities including Bristol, Oxford, London, Exeter, Leeds, Manchester, Nottingham and Birmingham offering a variety of affordable, well-managed accommodation while providing the highest standards for students.

The Role

As a Customer Service Advisor within the Property Team, your primary role will be to ensure the smooth operation of service KPIs while delivering an exceptional student experience. You will be the first point of contact, driving high-quality customer service with the safety and welfare of students as a top priority. Key responsibilities include managing a meet-and-greet reception, providing facilities management support through the help desk, and assisting with administrative and back-office tasks to support the Senior Property Manager and site operations. Additionally, you will play a key role in welcoming visitors, handling open days, intake days, departures, and engaging with students and visitors.

This is a full-time position, requiring 37.5 hours per week, working Monday to Friday from 9:00am to 5:30pm, including a one-hour unpaid lunch break.

What You will be Doing

• Provide an excellent and customer focused reception service to all students and visitors.

• Provide a professional helpdesk and telephone service with calls answered promptly, knowledgably and helpfully.

• Promptly and courteously deal with enquiries from customers and visitors to the property, providing appropriate advice and information, through a variety of methods, including HubSpot, email, website, telephone and in person.

• Ensure the highest level of customer service is maintained at all times and act as a role model for excellent service delivery.

• Issue and collect visitor passes and manage the sign-in and sign-out process.

• Support student check in and check out activities.

• Support the planning and delivery of tenant engagement events throughout the year, including capturing content for social media.

• Manage the booking out and return of keys and fobs and coordinate the replacement of lost keys or fobs.

• Assist on open days and carry out viewings.

• Provide and display information to students in relation to travel, events, luggage storage and tenancy procedures.

• Sort the incoming and outgoing post and parcels and log all correspondence.

• Deal with local community issues and escalate them accordingly to the Senior Property Manager for interventions if required.

• Carry out general administration and office support, including typing, photocopying, scanning, filing and ordering of stationary off the approved list. Ensuring that databases and spreadsheets are maintained as required.

• Manage, prepare and clear any meeting rooms that have bookings, ensuring rooms are prepared with AV equipment needs and refreshments, where necessary.

• Manage the signing in of external parties, including contractors and that permits for working are in place.

• Comply with Health and Safety working practices at all times and provide information to visitors and subcontractors on Almero Student processes.

• Log any reported faults, prioritising and monitoring the status of any faults and liaising with the Property Team to ensure they are aware of the status to support the delivery of service KPI’s.

• Respond to emergencies in a professional and diligent manner.

• Follow the complaints procedures and to receive, log and attempt to resolve complaints received from customers with a view to the continuous improvement of our services.

• Embed customer involvement by involving and consulting with customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our property through entertainment and involvement.

• Be vigilant regarding student welfare issues and to report any student problem or any unusual behaviours to your line manager immediately.

What We're Looking For

• Proven customer service skills, with experience handling queries professionally.

• Proficient in Microsoft Office, financial systems, and databases, with strong data management and analysis abilities.

• Excellent communication, interpersonal, and organisational skills, with a proactive approach to problem-solving.

• Experience prioritising workloads and meeting deadlines independently.

• Knowledge of facilities management and health and safety requirements.

• Team-oriented, adaptable, and committed to maintaining confidentiality.

Company Benefits

• Private Medical and Dental Insurance

• Generous, service-linked annual leave package

• Enhanced Salary Sacrifice Pension

• Annual Wellbeing Allowance

• Annual Performance Related Bonus Scheme

• Annual Salary Review

• Learning and Development Opportunities

• Employee Matching Scheme

• Paid Volunteering Days

• Life Assurance

• Cyclescheme

• Referral Scheme

• Length of Service Awards