Customer Service Representative
England, West Midlands, Coventry - £19,707 per annum

Posted: 08/08/22

Description:
We are currently recruiting for a Customer Service Representative to join the Coventry University Futurelets Team. This is permanent position, salary of 19707 per annum.

Primary based at the busy and demanding Accommodation 'one stop shop' and support frontline Reception desk on a rota basis. You will be the first point of contact for all our customers, dealing with a wide range of enquiries where you will review, diagnose, resolve or pursue for satisfactory resolutions. You will be responsible for resolving or communicating customer requirements in accordance with regulations, company policies and procedures. You will provide a personal and efficient service, whilst conveying a sense of expertise in our accommodation services and capabilities. As a CSR, you will be passionate about customer service and hold excellent communication skills with the ability to remain calm under pressure.
Primary Duties and Accountabilities

The post holder will be expected to demonstrate a flexible approach to work and willingness to engage in a number of different duties which are within the scope of the job description. Duties will include the following:

1.Act as first point of contact and take responsibility for all enquiries from beginning to end; identifying the needs of the customer to resolve specialist and general enquiries relating to Accommodation, Academic or Professional Services, only referring or escalating an issue to specialist support where necessary whilst adhering to Data Protection and confidentiality policies.

2.Manage telephone calls/emails professionally and efficiently in line with FL protocol. Log and track customer requests and enquiries in a courteous, efficient and timely manner within the guidelines set.

3. Populating and generating tenancy agreements and calculating payment plans.

4.Responsible for completing all associated paperwork relating to tenancy /licence agreements, ensuring all documents received include appropriate signatures and identification and pursue all incomplete documentation

5.Organise workflow to meet timely resolution of enquiries, ensuring service level agreements are met, aligning with those expectations of the customer

6.Understand and appropriately use the company regulations and policies

7.Support customers in relation to difficulties with accommodation system registration and in-house systems, checking contracts/bookings are correct on customer records, errors/omissions are alerted to the Administrator Software Analyst or IT Services.
8.Troubleshoot and assist with Room Service and Jupix related queries, being on hand to
support our customers at key points of the business cycle.

9.Handle card, online and cash payments, ensuring that all financial regulations are met, taking responsibility for payments taken daily. Conduct customer refunds credits, lockouts, lost keys, verifying documentation against policies and procedures

10.Advise customers in relation to balances on their accounts, provide support and advice or make appointments with the Debt Officer or Payments & Credit Control Officer.

11.Responsible for Goods Ordering or Goods Receiving all orders made on the financial management system, monitoring of deliveries and arranging invoicing.

12.To take ownership of tasks assigned and facilitate the allocation of new students / applicants to accommodation, and all procedures associated with the online application and contract process, including nomination agreements for Coventry University and College partners

13.To be responsible for the day-to-day maintenance/processes in relation to the software and its functions e.g. data inputting, data reporting, producing statistics, inputting damages, emailing, completion of note fields, check in/out, transfers etc.

14.Compile and maintain all required paperwork, records, documents, in accordance with university and company policies & procedures and Customer Service Excellence

15.Provide administrative and project support across the FL's and wider department, working on projects/tasks as required, building on knowledge and experience gained from the FL and Customer Service Reception desks

16.Produce statistical reports and summary of applications as requested by management and at key points of the year

17.Support marketing strategies outlined by the sales team, and facilitate and arrange viewings where applicable