Customer Service & Sales Assistant

Who Are We

At aparto, we're more than just student accommodation, we're a community that acts as a home-away-from-home for students across Europe. We understand that university life is a significant transition for many, often marking the first time they've lived away from their families. That's why we strive to make aparto not just a place to stay, but a vibrant, supportive environment where students can make lifelong friends, discover new possibilities, and have experiences that will shape their futures.

The Customer Service Assistant is at the heart of the resident experience at aparto, providing a warm, welcoming and professional service to residents, prospective residents, parents, visitors and partners.

As a key member of the property team, the role supports the day-to-day operation of the property across customer service, leasing, administration, community engagement and property standards. Customer Service Assistants are often the first point of contact for our residents and play an important role in creating a safe, welcoming community where students feel at home.

The role also contributes directly to the commercial success of the property by responding to enquiries, conducting viewings, supporting the leasing journey and ensuring every prospective resident receives an excellent experience.

Customer Service & Resident Experience

• Provide a warm, welcoming and professional front-of-house experience for residents, prospective residents, parents, visitors and partners.
• Act as a first point of contact for resident enquiries, requests and concerns, taking ownership where possible and escalating appropriately when required.
• Respond to enquiries across reception, telephone, email and other communication channels in a timely and professional manner.
• Build positive relationships with residents and develop a strong understanding of their needs.
  
  Support residents throughout their journey with aparto, including arrival, living experience, rebooking and departure.
• Support the handling of complaints and sensitive resident matters, escalating to the Assistant Manager or General Manager where appropriate.
• Maintain a welcoming, professional and well-presented reception and customer-facing environment.

Leasing & Commercial Performance

• Respond promptly to prospective resident enquiries and proactively follow up opportunities to support occupancy and revenue targets.
• Conduct engaging property tours and viewings, showcasing the property, aparto experience and local area.
• Support the resident booking and leasing journey, ensuring information and documentation are accurate and completed within agreed timescales.
• Support rebooking and renewal activity and actively promote available accommodation.
• Participate in open days, accommodation fairs, university activity and local marketing initiatives as required.
• Maintain accurate prospect and leasing information within aparto systems.
• Develop awareness of the local student market, universities and competitor activity and share relevant insight with the property team.
• Identify appropriate opportunities to promote additional services and revenue streams.

Community & Engagement

• Support the planning, promotion and delivery of resident events, wellbeing initiatives and community activities.
• Encourage resident participation and help create an inclusive community aligned with Service, Belonging & Community.
• Support property communications and appropriate digital and social content as required.
• Represent aparto positively within the property and local community.

Property Operations

• Support the smooth day-to-day operation of the property and assist the wider team during busy operational periods.
• Record resident maintenance requests accurately and ensure they are communicated, tracked and escalated appropriately.
• Liaise with maintenance colleagues, contractors and suppliers as required and keep residents informed about progress.
• Support property inspections and ensure identified issues are recorded and escalated.
• Support move-in, move-out, summer turnaround and other key operational periods.
• Help maintain high standards of presentation across reception, communal areas, show rooms and other customer-facing spaces.
• Support parcel, key/access and other resident services in accordance with local property procedures.

Administration & Financial Support

• Maintain accurate resident, booking and property information across aparto systems.
• Support resident administration, documentation and correspondence throughout the…