Customer Experience Team Member

Student Experience Team Member

Location:

Leeds

Contract Type:
Permanent

Working hours:

37.5 hours per week, working 5 days out of 7, between 7am and 10pm. Weekends required on rota basis.
Salary: £25,164 - £26,681 per annum + bonus + benefits

As a Student Experience Team Member, you’ll play a key part in delivering a warm, safe, and inclusive environment, working predominantly within James Baillie Park and Joseph Stones House.

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.

Whilst no two days are the same at Unite Students, here’s a flavour of what you’ll be responsible for in this role:

• 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.
• Working closely with day and night teams to ensure seamless service and handovers.
• Supporting with wellbeing or welfare matters, noticing when something isn’t right and taking action to help.
• Being a brand ambassador, living our CARE principles:
  Connect, Act, Respect, and Encourage.

We don’t need a traditional path – what matters most is your mindset: curiosity, openness to learning, and the drive to make a difference.

• 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.
• Preferably have experience in a customer service role or residential environment – though this isn’t essential.
• Taking ownership of problems and acting quickly to resolve issues, ensuring student satisfaction and safety.

In this values‑led organisation, you’ll do work that makes a difference, helping to shape welcoming, vibrant communities where students can thrive.

• 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 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 website.

We also want to support your family too. You’ll have access to 20 % student rent at any of our direct‑let properties for your children, siblings, their children or any student who 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 a 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 could you go? Join US and find out.