Customer Support Assistant

urbanest; Cross City (FL); On-site; USD 34,000 - 42,000; 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 and proactive Customer Support Assistant to be the first point of contact for residents and guests in London. You will help deliver outstanding service, assist with parcels, events, and inspections, and support onboarding and training.

The role is busy and on-site, requiring 37.5 hours per week across 5 days in a 7-day rota, with weekends and bank holidays on a rota basis. Salary starts at £28,860 per annum with generous benefits.

Qualifications

• Friendly and proactive customer support background.
• Ability to handle multiple tasks and communicate observations clearly.
• Willingness to work weekends on a rota basis.

Responsibilities

• Provide excellent customer service to residents, guests and partners.
• Resolve resident issues and communicate maintenance needs to the team.
• Assist with parcels, loaning items, and organising social events with universities.
• Conduct communal area checks and rotate bins as needed.
• Ensure flats are clean and hygienic for a safe living environment.
• Support onboarding and training for new team members; handover to Night Team.
• Coordinate with Maintenance and Night Teams to maintain 24/7 operations.
• Uphold Health & Safety and Fire Safety protocols at all times.

Skills

Customer service mindset

Communication skills

Organisation

Team player

Proactive

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 250+ strong team working every day to embody our values: Integrity, Development, Energy, Achievement and Support.

Our head office is in Covent Garden, and operating a 24/7 business out of ten communities across London (King’s Cross, St Pancras, Hoxton, Tower Bridge, Victoria, Vauxhall, City, Westminster, Battersea and Canary Wharf), with over 6,500 total student beds. We opened urbanest Canary Wharf in September 2026, one of the world’s most sustainable student accommodation buildings. With 1,672 beds, urbanest Canary Wharf will further enhance our sector leading status when it comes to sustainable student 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 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 Medicash health cash plan, and more. Join us at urbanest and help us achieve our Vision of “a living and working experience better than yesterday; even better tomorrow.”