Customer Support Assistant

urbanest; Cross City (FL); On-site; USD 3,900 - 39,000; Full time

Benefits offered by this job

Travel & Cycle to Work Loans

Enhanced Maternity & Paternity Leave

Health & Wellbeing Support

Recruitment Bounty

Generous Company Pension Contributions

Free Eyecare Vouchers

Life Assurance Policy

Team Events & Staff Parties

Long Service Awards

Employee Assistance Programme

Training & Development Programme

Half-Price Gym Membership

Medicash Health Cash Plan

Job summary

urbanest is seeking a friendly, proactive Customer Support Assistant in London to be the first point of contact for residents and guests. You will help create a positive living environment by resolving issues, coordinating with maintenance, and supporting events in collaboration with universities.

The role requires strong customer service, flexibility to work 37.5 hours across 5 days in a 7-day rota, including weekends and bank holidays, and a commitment to health and safety standards.

Qualifications

• Proactive, friendly customer service mindset.
• Ability to juggle maintenance, parcels, events, and resident needs.
• Team-oriented approach focused on a positive resident environment.
• Strong observation and reporting skills for on-site issues.

Responsibilities

• Provide excellent service to residents, guests, and partners.
• Communicate maintenance issues to the team and resolve resident problems.
• Assist with parcels, loans, and social events in partnership with universities.
• Perform checks in communal areas and assist with hygiene and cleanliness.

Skills

Customer service

Task variety

Teamwork

Attention to detail

Job description

Customer Support Assistant at urbanest

Location: London

Salary starting: £28,860 per annum.

Hours: 37.5 hours per week. Customer Support Assistant work 5 days out of 7, between the hours of 7:30am - 8:30pm. Weekends and bank holidays will be required on a rota basis.

We are looking for a friendly and proactive Customer Support Assistant to be the first point of contact for our residents and guests. This role is key to ensuring residents receive outstanding service and support, helping create a positive living environment.

Key Responsibilities As Customer Support Assistant

• Provide excellent customer service to residents, guests, and university partners.
• Solve resident problems, including communicating maintenance issues to the team.
• Assist with parcels, loaning items, and running social events in partnership with universities.
• Building walks - Perform checks and inspections in communal areas, including plant rooms, lifts, rotate bins in the bin store room if required.
• Assist with checking flats for hygiene and cleanliness as needed, ensuring residents enjoy a safe and comfortable living environment.
• Support the on-boarding of new team members and assist with training.
• Ensure a smooth handover to Night Team colleagues.
• Work with the Maintenance and Night Teams to ensure smooth operation and resident satisfaction 24/7.
• Uphold Health & Safety and Fire Safety protocols at all times.

Skills & Experience We're Looking For

• A strong customer service attitude with a willingness to go above and beyond.
• Ability to handle a variety of tasks, from maintenance to event support.
• Team-oriented, with a focus on creating a positive environment for residents.
• A keen eye for detail and ability to log and communicate observations effectively.

Benefits

• Travel & Cycle to Work Loans – Helping you get to work in a way that works for you
• Enhanced Maternity & Paternity Leave – Supporting you through life’s most important milestone
• Health & Wellbeing Support – Comprehensive financial, mental, and physical health resources
• Recruitment Bounty – Know someone great? Get rewarded when they join
• Generous Company Pension Contributions – Supporting your future, today
• Free Eyecare Vouchers – Taking care of your vision
• Life Assurance Policy – Peace of mind for you and your loved ones
• Team Events & Staff Parties – Because we believe in celebrating together
• Long Service Awards – Recognising your dedication and loyalty
• Employee Assistance Programme – Free, confidential support when you need it
• Training & Development Programme – Helping you grow your skills and career
• Half-Price Gym Membership – Stay active with The Gym Group
• Medicash Health Cash Plan – Claim cashback on everyday healthcare costs, including dental, optical and physiotherapy treatments.

This is a wonderful opportunity to join an ambitious, thriving and professional company, located in the heart of London. We started in 2009 and are now a 210+ strong team working every day to embody our values: Integrity, Development, Energy, Achievement and Support.

Our head office is in Covent Garden, and we operate a 24/7 business out of nine communities across the city (King’s Cross, St Pancras, Hoxton, Tower Bridge, Victoria, Vauxhall, City, Westminster and Battersea), with nearly 5,000 total beds. We opened urbanest Battersea in September 2024, one of the world’s most sustainable student accommodation buildings, and look forward to opening our 10th and largest community, urbanest Canary Wharf in 2026. With 1,672 beds, urbanest Canary Wharf will further enhance our sector leading status when it comes to sustainable developments.

Our Communities Each Have a Unique Feel With Buzzing Social Areas And Quiet Study Spaces For Our Residents, And We Are Proud To Offer An Amazing Living Experience For Students Attending Leading Universities Such As King’s College London, University College London, LSE, New York University, University Of Arts, SOAS And Many Others. We Have a Co-ordinated Calendar Of In-house Events To Help Students Discover London And Truly Enjoy Their Time With Us, Ensuring Urbanest Has a Positive Impact During This Developmental Stage Of Their Lives, Serving Us In Our Mission

“To enhance university life by delivering responsible, sustainable communities across London.”

At urbanest we are proud of our incredible work culture, and we all come together at different events throughout the year to celebrate our achievements. We are also pleased to offer numerous staff benefits, including discounted gym membership, travel to work/cycle to work loan, a generous company pension contribution, access to Wellbeing app Headspace, and more. Join us at urbanest and help us achieve our Vision of “a living and working experience better than yesterday; even better tomorrow.”