Customer Service Manager - Nights

ABOUT GREYSTARGreystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over 1,000,000 units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $30 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world‐class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARYA great opportunity to become part of the team launching our brand-new student housing in Wembley as Night shift Customer Service Manager. This role provides the perfect platform to leave a lasting impact by helping establish the top student living space in the region. We\’re seeking a suitable individual with a background in customer service; further training, growth opportunities, and ongoing assistance will be available.

The perfect person for this role will contribute to an exceptional resident experience alongside the Community team and Estates Management team through the provision of a high standard of customer service, security and health and safety.

JOB DESCRIPTIONKey Role Responsibilities

Acts as a role model at all times by demonstrating the core values

Leads overnight shifts.

Provides reception, administration, and exceptional customer service and safety support (including key management and handling lock outs)

Supervises the routines of the onsite security teams including overseeing surveillance and regular patrols, identification and resolution of safety hazards or risks and handling of complaints (including noise and prohibited substance use) where required

Inducts new security team members in the required company policies and procedures.

Ensures all relevant Company policies and procedures are actioned effectively for example; guest procedures and out of hours check-in and check-out

Responds to booking enquiries and undertakes sales conversations with potential new customers or ensures handover enables next day follow up to ensure full occupancy of the community

Supports the smooth running of social events and activities, encouraging engagement and assisting the team in the retention of residents.

Prepares and delivers timely communication between day and night teams ensuring all resident issues are handed over effectively

Provides a decisive and effective response to customer complaints requiring action in a timely manner, assisting in and resolving customer disputes and escalating where necessary and with appropriate support and guidance

Manages common amenity areas ensuring that the property is presented to an exceptional standard by undertaking or delegating minor cleaning around the grounds and inside buildings, including litter picks and spills · General administration duties

Minor maintenance issues – and the effective reporting of all tenant faults if unable to deal with the fault there and then.

Investigating maintenance problems and finding solutions where possible, to include:

Managing basic lock and key issues e.g. reprogramming and resetting keys

Investigating basic heating and radiator problems

Investigating power supply problems at a basic level

Fixing leaks through isolating water supply. This job description is not exhaustive; roles are expected to evolve and change over time as the business grows and develops, within reason of the original remit.

Ensures a safe and secure environment at all times, responding to and attending safety and basic maintenance related calls

Responsible for your own health and safety and that of all colleagues

Reporting in the handover/security handover book all issues encountered during the night

Handles any issues or incidents with the appropriate level of involvement from the emergency services and ensuring that all procedures are followed

Maintains the incident log, ensuring the Community Manager is informed of all incidents, and reporting any trends and repeat behaviours when necessary

Maintains positive community relationships e.g. neighbours, local communities, police community officers, Fire and Rescue Service and local authorities. Maintains an awareness of Health and Safety, Data Protection and compliance, and ensures adherence at all times.

Conducts and logs room and communal area inspections as required

Demonstrates a flexible approach to work and a willingness to undertake all reasonable duties as requested

Role Scope

The Canvas Wembley Arthur House community accommodates approximately 770

Key Relationships

Community Managers and Community Teams.

Regional Operations Managers

Corporate Support Teams including HR, Finance, Systems, Sales & Marketing, Health & Safety & Capital Projects.

Knowledge & Qualifications

Good level of general education

Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.

A knowledge and understanding of UK Health and Safety policies preferably with some form of recognized training i.e. IOSH or NEBOSH

Experience & SkillsEssential

Excellent customer service skills and significant experience in a similar accommodation/hospitality/leisure or reservations/membership environment

Self-starter with the ability to self-motivate

A strong team player but capable of working autonomously and taking ownership.

Evidence of organization skills with the ability to multi task and prioritise whilst maintaining a high level of accuracy and attention to detail

Fluent English verbal and written communication skills

Numerical skills necessary to complete the above activities

Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience

Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.

Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

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