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Customer Service Advisor

Location: Kaplan Living Glasgow

Reporting to: General Manager/Deputy Manager

Kaplan Living is a leading provider of Purpose Built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools, along with a small provision for University and Direct Let accommodation during the summer.

Primary objective will be:

• Assist in ensuring the property is managed and operated in line with agreed operating principles to support the achievement of our company goal to be industry leading in service levels to students, parents and stakeholders

• Embrace the ‘more than just a room’ philosophy of Kaplan Living’ student welfare and support services.

More specifically, you will include:

Building management

• Providing front of house reception duties including, but not limited to, answering telephone queries, dealing with student/general queries, mail handling.

• Facilitating approved access for visitors and contractors, and general completion of health safety administration (Contractor work permits, site safety rules etc)

• Logging of maintenance requests

• Assisting with the administration of tenancy agreements

• Inputting of student data into the relevant systems

• Helping to enhance the student experience within the social communal areas

• Assisting with arrival and departure procedures ensuring efficiencies and room management procedures are adhered to

Financial

• Assisting in the Management of payment, debt management and invoicing.

• Working with internal and external partners to improve services, value for money and profitability.

Marketing promotion

• Assisting the Management team to ensure that all information provided to customers on the residence, including social and academic support services is both accurate and updated regularly – to include printed collateral, web-based information and social networking sites.

• Assisting in marketing of the property to direct let customers where required

• Assisting in marketing to existing customers to maximise returner students

• Assisting in marketing and management of lettings including short-term contracts and summer lets

• Contributing to, when necessary inward visits from agents/ partners/ parents as appropriate

• Assisting with open days

• Conduct sales viewings to perspective students

• Assisting in preparing and managing the student social programme.

Service provision

• Ensuring that a service level agreement with Kaplan International Colleges are met and that any shortfalls are documented and reported to the Management team.

Compliance

• Assisting to develop and maintain policies and procedures in accordance with legislation and ANUK Accreditation Scheme along external/internal audits.

• To support colleagues at both Kaplan International College and KIC HQ with regards to requirements under immigration legislation

General

Any other duties as required by the Management team

Candidate profile

The successful applicant will:

• Possess excellent oral and written communication skills

• Demonstrate an ability to engage with customers and colleagues alike in a positive, friendly manner

• Embrace the ‘more than just a room’ philosophy of Kaplan Residences

• Have a passion for customer care and a sensitivity to students needs

• Have experience in a customer facing environment

• Have experience of working in an effective Health Safety culture in line with legislation

• Have good IT skills (MS Word, Excel, etc.) and be adaptable to foster new skills to operate Kaplan’s internal management systems

• Offer flexibility in working hours

• Demonstrate an appropriate level of discretion in respect of confidential information encountered in the course of the role

Essential skills/ experience

• Experience in customer service, hospitality or student service provision, ideally accommodation

• Teamworking skills

• Ability to work on own initiative

• Ability to prioritise workload and meet deadlines

Please apply with a CV and covering letter.

Please note, the vacancy will be closed when we have received a suitable volume of applications. We would encourage you to apply at the earliest opportunity.

Benefits

• 28 days annual leave*

• Big discounts on Kaplan courses for you and your family

• 24/7 confidential helpline providing counselling and other support services

• Company pension contributions

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

• Medicash Health Cash Plan

• 
  Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If as a disabled applicant (as defined under the Equality Act 2010) you would like to request that your application is considered under our Guaranteed Interview Scheme (GIS) please let us know using this form

As part of our commitment to safeguarding, successful candidates will be subject to an enhanced Disclosure and Barring Service check.

Applicants must be able to provide proof of eligibility to work in the UK.

About Kaplan Living

Part of Kaplan Inc., one of the world’s most diversified education businesses, Kaplan Living is a leading provider of Purpose-built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools along with a provision for University and Direct Let accommodation.