Customer Service Assistant – Unity Square
Location: Liverpool
Reporting to: Accommodation Manager
Employment Type: Full-time
The Customer Service Assistant plays a vital front-line role in delivering an outstanding student experience at Unity Square. Acting as a key point of contact for residents, guarantors, visitors, and internal teams, the role is central to student satisfaction, community engagement, and the smooth day-to-day operation of the site.
The successful candidate will support all aspects of customer service, administration, and student engagement, with particular responsibility for rental management system administration, supporting debt-chasing activity, and contributing to the delivery of a positive, inclusive, and vibrant residential life programme.
As the first point of contact for students, the Customer Service Assistant will provide a professional, welcoming, and solution-focused service, handling enquiries, requests, and complaints efficiently and with care. The role requires the ability to build strong, positive relationships with residents in order to enhance satisfaction, encourage re-bookings, and foster a strong sense of community. The postholder will also be expected to identify and appropriately escalate welfare or safeguarding concerns in line with company procedures.
The role includes responsibility for maintaining accurate student records within the rental management system, supporting general administrative tasks, reporting, and correspondence, and ensuring full compliance with GDPR requirements. The Customer Service Assistant will support arrivals, departures, and inspections, helping to ensure a smooth and positive experience for students throughout their residency.
From a financial and administrative perspective, the role will involve monitoring rent accounts and arrears, supporting debt-chasing activity and guarantor communications, and maintaining accurate financial records. The postholder will assist in supporting cashflow performance and debt reduction targets, working closely with the wider site and central teams.
The Customer Service Assistant will also support the delivery of residential life events and engagement activities, promoting participation, capturing feedback, and acting as a visible and approachable on-site presence. Health, safety, and compliance form an important part of the role, with responsibilities including supporting health and safety processes, reporting hazards or incidents, and assisting with audits and inspections as required.
The successful candidate will bring previous customer service experience, strong administrative and IT skills, and excellent communication abilities. They will be confident managing sensitive situations with professionalism, discretion, and empathy. Experience within PBSA, student accommodation, or a similar environment is desirable, alongside knowledge of rent or arrears processes and student engagement activity, although this is not essential.
Success in the role will be measured through high levels of student satisfaction, accurate and consistent system management, effective support in reducing arrears, and the creation of a positive, engaged student community.
