Service Advisor

The Role

As a Service Advisor, you'll be the trusted expert our residents and colleagues turn to for support, guidance and solutions. You'll take ownership of a varied range of customer enquiries, using your knowledge, confidence and judgement to resolve complex cases and deliver the best possible experience.

From complaints and payments to arrears, cancellations, welfare and accreditation requirements, you'll bring clarity to challenges, show empathy and get things right first time.

You'll also help shape how we work by sharing customer insights, identifying improvements and helping us deliver a smoother, more consistent service.

Living our CARE principles, you'll connect with customers, act decisively, treat others with respect and take ownership.

Working hours: 08:00–20:00, Monday–Sunday, with varied shift patterns aligned to business demand.

What You'll Be Doing

• Be a trusted expert in customer support, handling enquiries across complaints, ANUK, accreditation, payments, arrears, debt, cancellations, welfare and core business processes.

• Deliver safe, caring and consistent support across multiple channels, ensuring clear, right-first-time outcomes.

• Take ownership of customer cases from start to finish, resolving complaints and carrying out proactive follow-ups.

• Identify risks early and take appropriate action to protect residents, customer experience and the business.

• Share customer insights and feedback to improve processes and reduce avoidable contact.

• Monitor KPIs, SLAs and daily priorities, adapting to changing customer demand across the Support Hub.

• Support colleagues, share knowledge, buddy new starters and contribute to a positive team culture.

• Live and role model our CARE principles, taking pride in your work and helping deliver an outstanding service.

What We're Looking for in You

You don't need to follow a traditional career path or tick every box. We're looking for someone with a positive attitude, a willingness to learn and a genuine passion for making a difference. Your mindset, approach and desire to support others are what really matter.

You'll bring:

• Experience working in a customer-focused environment and a strong team-player mentality.

• Clear, confident communication skills, with the ability to explain things simply.

• The ability to stay calm under pressure and follow processes effectively.

• An understanding of customer support, payments, debt and complaints.

• Commercial awareness and an appreciation of how decisions impact income and efficiency.

• A positive, curious and solutions-focused approach, with a drive to make things better.

• A genuine passion for delivering an excellent experience for residents and colleagues.

What You'll Get in Return

• A discretionary annual bonus so you can share in the company's success
• 25 days' paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme – employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

Founded in 1991, Unite Students is the UK`s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students, and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with passion. Join us as we build better experiences for students that live with us.

We are US.