Customer Experience Team Member

Unite Students; Cardiff; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Bonus potential

25 days annual leave + bank holidays

Generous pension scheme

Life assurance 4x salary

Share save scheme

Enhanced Family Leave

Health Cash Plan (Medicash)

Employee Assistance Programme (EAP)

Volunteer day per year

Job summary

Unite Group, operating under the Hello Student brand, seeks a Student Experience Team Member to welcome students, help resolve day-to-day issues, and contribute to vibrant community events at Windsor House. You’ll work with a busy team to support bookings and ensure residents feel safe and valued.

Ideal candidates bring warmth, strong customer service, and the ability to connect with people in a student housing setting. A welcoming environment and career growth are highlighted by the employer.

Qualifications

• Demonstrated customer service experience, ideally in hospitality or retail.
• Strong communication and interpersonal skills for welcoming students.
• Ability to manage multiple tasks and stay organised in a busy environment.

Responsibilities

• Provide friendly front-of-house reception and build rapport with students.
• Respond to student feedback and guide to appropriate support.
• Assist sales through viewings, inquiries, and university/housing events.
• Coordinate community events with Resident Ambassadors.
• Maintain a safe, clean living environment and support handovers with day/night teams.

Skills

Customer service

Hospitality experience

Communication skills

Time management

Teamwork

Job description

Student Experience Team Member At Unite Group, we create Homes for Success through our student accommodation brands, Unite Students and Hello Student. This opportunity is with our Hello Student brand.

Location: Windsor House Windsor Lane CF10 3AR

Contract Type: Permanent

Working hours: 37.5 hours per week, working 5 days out of 7, between the hours of 7am and 9pm. Weekends will be required on a rota basis.

Salary: £26,500 + bonus + benefits

As a Student Experience Team Member, you`ll play a key part in delivering a warm, safe, and inclusive environment where students feel supported and valued. You`ll work closely with your Student Experience Team Leader, peers, housekeeping, facilities, and Resident Ambassadors to create positive everyday experiences?from welcoming students at reception to resolving issues quickly, leading flat viewings, and helping organise vibrant community events. Every day you`ll make a real impact, connecting with students, driving bookings, and helping build a place they`re proud to call home.

Responsibilities

• Providing a friendly front of house reception and building strong rapport with students.
• Responding quickly to student feedback and guiding them to the right support when needed.
• Supporting sales efforts through viewings, answering enquiries, and attending university and housing events.
• Helping to deliver community-building events with Resident Ambassadors.
• Maintaining a safe, clean, and well-kept environment that students can be proud to call home.
• Work closely with day and night teams to ensure seamless service and handovers.
• Support with wellbeing or welfare matters, noticing when something isn`t right and taking action to help.
• Be a brand ambassador, living our CARE principles: Connect, Act, Respect, and Encourage.

Your background

You don`t need to fit a box or follow a traditional path - what matters most is your mindset. We`re looking for curiosity, openness to learning, and the drive to make a difference. Whether you`re solving problems, leading change, or supporting our students day-to-day, it`s your attitude and approach that will help shape something bigger.

To Be Successful In This Role

• Demonstrate excellent customer service skills, ideally with a background in hospitality or retail, to create positive and welcoming experiences for students.
• Be warm, caring, and approachable, confident in communicating and answering student inquiries efficiently.
• Possess strong time management and organisational skills to handle multiple responsibilities efficiently.
• Take pride in doing what`s right and supporting others.
• Preferred, have experience in a customer service role or residential environment - though this isn`t essential. What matters most is your ability to connect with people and create a safe, welcoming atmosphere.
• Taking ownership of problems and act quickly to resolve issues, ensuring student satisfaction and safety.

Why it's great to work with US!

In this values‑led organisation, you`ll do work that makes a difference, helping to shape welcoming, vibrant communities where students can thrive. Whether this is your first step or your next one, we`ll help you build skills, confidence and a career you`re proud of.

We Believe That Everyone Thrives When They`re Able To Bring The Best Version Of Themselves To Work. So, Alongside a Competitive Salary, We Built a Culture And a Reward Package To Support You In Bringing Your Full, Authentic Self To Work, Including

• A performance-related bonus paid twice a year
• 25 days annual leave plus bank holidays, with the option to buy up to 5 extra days and earn up to 5 additional days for long service (FTE equivalent)
• A generous pension scheme where contributions between 4% and 11% depending on how much you save
• Life assurance worth 4 times your salary
• Share save scheme giving you access to purchase Unite Students shares at a discounted rate
• Enhanced Family Leave - including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Medicash (Health Cash Plan) - access to claim back the cost of routine medical care, such as dental, optical, physio, etc.
• An Employee Assistance Programme (EAP) to ensure that you`re supported as much as possible when you need it
• Free volunteering day per year to make a difference!
• Access to our online platform that provides access to a range of retail and hospitality services at a discounted premium

There`s even more to enjoy - find the full benefits package on our

Alongside all these great benefits to support you, we also want to ensure that we`re supporting your family too. You`ll also have access to 20% student rent at any of our direct let properties for your children, siblings, their children, or any student of depends on you!

Once you`ve joined US, you`ll also gain access to an extensive suite of essential learning to get you ready to take on your day to day, as well as wider catalogue to explore and elevate yourself and your career!

If you`re expecting ordinary, then think again. We`re US, we`re different - and we`re proud of it. How far you could go? Join US and find out.