Support Team Advisor

The Role

We`re looking for a Supoprt Advisor to join our Bristol office. As a Support Advisor, you`ll be at the heart of the Support Hub, providing expert guidance during incidents, welfare concerns, and complex cases. Using your strong understanding of our customers, properties, and operations, you`ll deliver calm, confident support when it s needed most.

A trusted partner to students, residents, and property teams, you`ll ensure consistent, practical solutions while maintaining high standards of care and service. Guided by our CARE principles, you`ll build positive relationships, make sound decisions, and help create a safe and supportive experience for everyone.

What You ` ll Be Doing

• Be the trusted expert within the Support Hub for incident management, welfare concerns, and complex case handling.
• Deliver safe, caring, and consistent support to residents, property teams, and colleagues across the business.
• Respond confidently to incidents and on-call escalations, providing calm, clear guidance in high-pressure situations.
• Identify, assess, and manage risks to protect residents, colleagues, and the business.
• Use sound judgement to resolve complex cases and achieve the right outcomes first time.
• Ensure cases are reviewed, lessons learned are captured, and actions are followed through.
• Support the smooth day-to-day operation of the Support Hub through effective communication, handovers, and service continuity.
• Take ownership of performance against KPIs, SLAs, and team objectives.
• Act on feedback, quality reviews, and training opportunities to continuously improve performance.
• Contribute to reporting and insights across incidents, welfare activity, audits, facilities, and third-party services.
• Work collaboratively with Central Operations, Support Hub, and field teams to improve processes, systems, and customer outcomes.
• Take proactive action to prevent issues from escalating and improve the resident experience.
• Share knowledge, support new team members, and contribute to a positive, high-performing team culture.
• Role model our CARE principles in every interaction, decision, and action.

What We ` re Looking for in You

• A positive, proactive approach, with a genuine motivation to make a meaningful difference.
• Curiosity and a strong commitment to learning, growth, and continuous improvement.
• Confidence in problem-solving and making sound decisions in fast-moving environments.
• A collaborative mindset, with a strong focus on supporting colleagues, residents, and students.
• Openness to new ideas, change, and evolving ways of working.
• A strong focus on delivering excellent service and creating positive experiences for others.
• A desire to contribute to something bigger by improving outcomes and supporting wider team success.
• Experience working in customer service, operations, support, or case management environments.
• Clear, confident communication skills with the ability to simplify complex information and build trust with diverse stakeholders.
• Calm and composed under pressure, with strong judgement and timely decision-making ability.
• A passion for delivering an outstanding resident and colleague experience.
• Ability to balance customer needs with operational standards, policies, and risk considerations.
• Experience handling incidents, welfare concerns, facilities issues, or other complex casework.
• Commercial awareness, with an understanding of how decisions impact experience, risk, and business performance.
• A proactive and curious mindset.

What You`ll Get in Return

• A discretionary annual bonus so you can share in the company`s success
• 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme - employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more!

About Unite Students

Founded in 1991, Unite Students is the UK`s leading provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with 70,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

We are US.