Customer Support Assistant

Customer Support Assistant at urbanest

Location: London

Salary: £28,860 per annum

Hours: 37.5 hours per week. Customer Support Assistant works 5 days out of 7, between the hours of 7:30am – 8:30pm. Weekends and bank holidays will be required on a rota basis.

We are looking for a friendly and proactive Customer Support Assistant to be the first point of contact for our residents and guests. This role is key to ensuring residents receive outstanding service and support, helping create a positive living environment.

Key Responsibilities

• Provide excellent customer service to residents, guests, and university partners.
• Solve resident problems, including communicating maintenance issues to the team.
• Assist with parcels, loaning items, and running social events in partnership with universities.
• Building walks – Perform checks and inspections in communal areas, including plant rooms, lifts, rotate bins in the bin store room if required.
• Assist with checking flats for hygiene and cleanliness as needed, ensuring residents enjoy a safe and comfortable living environment.
• Support the onboarding of new team members and assist with training.
• Ensure a smooth handover to Night Team colleagues.
• Work with the Maintenance and Night Teams to ensure smooth operation and resident satisfaction 24/7.
• Uphold Health & Safety and Fire Safety protocols at all times.

Skills & Experience

• A strong customer service attitude with a willingness to go above and beyond.
• Ability to handle a variety of tasks, from maintenance to event support.
• Team-oriented, with a focus on creating a positive environment for residents.
• A keen eye for detail and ability to log and communicate observations effectively.

Benefits

• Travel & Cycle to Work Loans – Helping you get to work in a way that works for you.
• Enhanced Maternity & Paternity Leave – Supporting you through life’s most important milestone.
• Health & Wellbeing Support – Comprehensive financial, mental, and physical health resources.
• Recruitment Bounty – Know someone great? Get rewarded when they join.
• Generous Company Pension Contributions – Supporting your future, today.
• Free Eyecare Vouchers – Taking care of your vision.
• Life Assurance Policy – Peace of mind for you and your loved ones.
• Team Events & Staff Parties – Because we believe in celebrating together.
• Long Service Awards – Recognising your dedication and loyalty.
• Employee Assistance Programme – Free, confidential support when you need it.
• Training & Development Programme – Helping you grow your skills and career.
• Perkbox Discounts – Everyday savings on the things you love.
• Half-Price Gym Membership – Stay active with The Gym Group.
• Health Cash Plan – Claim back on everyday healthcare costs including dental, optical, and wellbeing treatments.

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