Customer Services Advisor

Customer Services Advisor- Part time

Location:   Kaplan Living Nottingham

Reporting to:   Deputy Manager

Hours of Work: 12 hrs p/w Sunday 8am to 8pm

Kaplan Living is a leading provider of Purpose Built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools, along with a small provision for University and Direct Let accommodation during the summer.



Main responsibilities and functions 

• To assist in ensuring the property is managed and operated in line with agreed operating principles to support the achievement of our company goal to be industry leading in service levels to students, parents and stakeholders 

• Embrace the ‘more than just a room’ philosophy of Kaplan Living’ student welfare and support services. 

Duties required 

Building management 

• Provide front of house reception duties including, but not limited to, answering telephone queries, dealing with student/general queries, mail handling.

• Facilitating approved access for visitors and contractors, and general completion of health & safety administration (Contractor work permits, site safety rules etc) 

• Logging of maintenance requests 

• Assisting with the completion of tenancy agreements 

• Inputting of student data into the relevant systems

• Help to enhance the student experience within the social communal areas 

• Assist with arrival and departure procedures ensuring efficiencies and room management procedures are adhered to 

Financial 

• Assist in the Management of payment, debt management and invoicing.

• Work with internal and external partners to improve services, value for money and profitability. 

Marketing & promotion 

• Assist the Management team to ensure that all information provided to customers on the residence, including social and academic support services is both accurate and updated regularly – to include printed collateral, web-based information and social networking sites. 

• Assist in marketing of the property to direct let customers where required 

• Assist in marketing to existing customers to maximise returner students 

• Assist in marketing and management of lettings including short-term contracts and summer lets 

• Contribute to, when necessary inward visits from agents/ partners/ parents as appropriate 

• To assist with open days 

• Conduct sales viewings to perspective students

• Assist in preparing and managing the student social programme.

Service provision 

• To ensure that a service level agreement with Kaplan International Colleges are met and that any shortfalls are documented and reported to the Management team. 

Compliance 

• Assist to develop and maintain policies and procedures in accordance with legislation and ANUK Accreditation Scheme along external/internal audits. 

• To support colleagues at both Kaplan International College and KIC HQ with regards to requirements under immigration legislation 

General 

Any other duties as required by the Management team

Candidate profile 

The successful applicant will: 

• Provide cheerful reception service to all students and visitors 

• Possess excellent oral and written communication skills including the proven ability to engage with customers and colleagues alike 

• Embrace the ‘more than just a room’ philosophy of Kaplan Residences 

• Have a passion for customer care and a sensitivity to students needs 

• Have experience in a customer facing environment 

• Have experience of working in an effective Health & Safety culture in line with legislation 

• Have good IT skills (MS Word, Excel, etc.) and be adaptable to foster new skills to operate Kaplan’s internal management systems 

• Ability to offer flexibility in working hours 

• Maintain confidentiality of anything discussed, overheard or dealt with whilst carrying out the role 

Essential skills/ experience 

• Have experience in customer service, hospitality or student service provision, ideally accommodation 

• Be able to engage in team work 

• To be able to work on own initiative 

•  Ability to prioritise workload and meet deadlines 

Our Kaplan Living team lead from the front and by example. If you think you are that person then please send us your CV along with a covering letter detailing why you feel you meet our criteria

The Kaplan Living team are committed to providing a safe, friendly environment where students can enjoy life and thrive in their studies. If you believe you have the skills and attributes to contribute to our team, please send us your CV and covering letter explaining why you’d like to work at Kaplan Living.

Please note, the vacancy will be closed when we have received a suitable volume of applications. We would encourage you to apply at the earliest opportunity.

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If you would like to be considered for an interview under the Guaranteed Interview Scheme, please complete this form 

As part of our commitment to safeguarding, successful candidates will be subject to an enhanced Disclosure and Barring Service check. 

Applicants must be able to provide proof of eligibility to work in the UK. 

About Kaplan Living 

Part of Kaplan Inc., one of the world’s most diversified education businesses, Kaplan Living is a leading provider of Purpose-built Student Accommodation in the UK. We provide accommodation primarily for Kaplan International Pathways Colleges and Kaplan International English Schools along with a provision for University and Direct Let accommodation.