Customer Support Advisor

Customer Support Advisor

Sheffield City Center, South Yorkshire, United Kingdom

Salary: £24,250

Feeling burnt out by the call centre grind? Do you thrive on helping customers but dread the pressure of sales quotas? Do you want to ditch the shift work in favour of regular office hours and a better work-life balance?
We understand. Being a UniHomes Customer Support Advisor is different. NO sales, NO shift work, and NO regular weekends. 
We’re looking for additional Customer Support Advisors to grow our incredible team. In this role, you'll be the friendly voice of UniHomes, providing exceptional support to students through phone, email, and messaging. You'll become a problem-solving pro, resolving queries, and offering clear explanations about our shared utility contracts (gas, electricity, water, broadband, and TV License). Your focus will be on ensuring a smooth and hassle-free experience for students, proactively addressing their needs, and aiming for first-contact resolution whenever possible. Collaboration is key, so you'll work alongside internal stakeholders to achieve successful outcomes.
This is a non-sales role, allowing you to focus on what you do best: providing exceptional service and making a positive impact on students' lives.
Peak Season: During July-September, additional hours (max 6 hours per week, including weekends) may be required. We compensate with overtime or time off in lieu.
The role will be predominantly working from home but with occasional office presence required, therefore you must be based within a reasonable commute to Sheffield and be willing and able to travel to the office to work when required. 
What you'll do:

• Own customer queries, aiming for first-contact resolution. 
• Gather accurate customer data to support internal teams. 
• Assist all customers professionally and politely.
• Collaborate with internal/external stakeholders for successful resolutions. 
• Deliver excellent customer support consistently. 
• Meet personal and departmental KPIs for quality and volume of calls, messages, and email. 
• Utilise CRM systems to manage contacts. 
• Support all areas to ensure an industry-leading customer experience. 

What you’ll bring: 

• Fantastic customer support skills developed in a contact centre environment, retail, service, or hospitality sector.
• High volume phone & CRM system experience (ideally Salesforce, desirable but not essential). 
• Superb phone manner and excellent written communication skills. 
• Patience, confidence, diplomacy, resilience, open-mindedness, and empathy. 
• Ability to stay calm under pressure, think quickly and independently. 
• Ability in following processes and structuring questions. 
• Genuine desire to solve problems and help others. 
• Computer literacy (Microsoft Office) and tech confidence. 
• Team player spirit, self-motivation, dedication, and focus. 

About us: 

UniHomes has been named the fastest-growing technology company in Yorkshire and the Northeast in the 2023 Deloitte UK Technology Fast 50. We are also incredibly proud to have been officially certified as a Great Place to Work® (GPTW®).
 
Our industry-leading property search portal and utility management service enables our established and ever-increasing network of letting agent partners, to offer hassle-free all-inclusive accommodation to our growing and strong community of university students, who are actively seeking their perfect shared house. We are taking the market by storm, currently in over 60 university cities and towns across the UK, and we have huge ambitions for 2025.
 
Founded by three Sheffield property entrepreneurs in 2015, we have experienced remarkable growth and now have a team of almost one hundred at our Sheffield City Centre office. With recent minority investment from LDC we are scaling up our teams ready to conquer new horizons. There couldn’t be a more exciting time to join us.
We are a team driven and united by our core values:

• Lead the Way
• In it Together 
• Customers Matter
• Keep it Simple 
• Rise Above Challenges 
• Make it Happen

What do you get when you work here?

With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. We are incredibly proud to have been officially certified as a Great Place to Work® (GPTW®) and an accredited Living Wage employer - all our employees earn a fair living wage above the government minimum wage.

Our impressive benefits package and perks comprise: holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events. 
When you do occasionally work from our stunning state-of-the-art office in Sheffield, you will be treated to complimentary breakfast, hot & cold drinks, snacks, pool table, and company social events.