Customer Service Nights Manager
Customer Service Nights Manager

Customer Service Nights Manager

London Full-Time 30000 - 42000 £ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead the night team, ensuring safety and exceptional service for residents.
  • Company: Join Greystar, a global leader in rental housing management and development.
  • Benefits: Enjoy competitive pension, healthcare, holiday allowance, and more.
  • Why this job: Be part of a dynamic team that values diversity and community engagement.
  • Qualifications: Good education, customer service experience, and proficiency in Microsoft Office required.
  • Other info: Flexible working environment with opportunities for personal growth.

The predicted salary is between 30000 - 42000 £ per year.

As a Night Team Leader at Chapter London Bridge, you will play a vital role in delivering a safe, secure, and exceptional living experience for our residents during overnight hours. Leading by example and upholding our core values, you will manage the front-of-house operations, supervise onsite security routines, provide outstanding customer service, and support with basic maintenance and emergency responses. Key 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 lockouts). 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 retaining 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, 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 o Investigating basic heating and radiator problems o Investigating power supply problems at a basic level. Fixing leaks through isolating the water supply. This job description is not exhaustive; roles are expected to evolve and change over time as the business grows and develops, within 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 behaviors when necessary Maintains positive community relationships e.g. neighbors, 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. 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 recognised training i.e. IOSH or NEBOSH Experience & Skills Essential 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 organisational skills with the ability to multitask and prioritise whilst maintaining a high level of accuracy and attention to detail. Fluent English verbal and written communication skills. Numerical skills are necessary to complete the above activities. Self and culturally aware and able to adapt relationship-building, communication and negotiation skills to suit the audience. Flexible approach to working in a fast-paced environment and adaptable to thrive in a changing environment. Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others. What We Offer We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard. Please reach out if you are keen to know more. About Greystar Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company\’s business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystars pan European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria and Spain. One of Greystars core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience. TPBN1_UKTJ

Customer Service Nights Manager employer: Greystar Europe

At Greystar, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to thrive. As a Customer Service Nights Manager at Chapter London Bridge, you will benefit from competitive pension and healthcare packages, alongside ample opportunities for personal and professional growth within a globally recognised real estate company. Our commitment to equality and diversity ensures that every team member is valued, making it an exceptional place to build a rewarding career.
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Contact Detail:

Greystar Europe Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Service Nights Manager

✨Tip Number 1

Familiarise yourself with the core values of Greystar and be prepared to demonstrate how you embody these values in your leadership style. During any interviews or discussions, share specific examples from your past experiences that highlight your commitment to exceptional customer service and team management.

✨Tip Number 2

Showcase your knowledge of health and safety regulations relevant to the role. Being able to discuss UK Health and Safety policies confidently will set you apart, so consider brushing up on key points and how they apply to a residential environment.

✨Tip Number 3

Prepare to discuss your experience with conflict resolution and handling complaints. Think of specific instances where you successfully managed difficult situations, as this will demonstrate your ability to maintain a safe and secure environment for residents.

✨Tip Number 4

Network with current or former employees of Greystar if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.

We think you need these skills to ace Customer Service Nights Manager

Excellent Customer Service Skills
Leadership and Team Management
Conflict Resolution
Health and Safety Awareness
Basic Maintenance Skills
Strong Communication Skills
Organisational Skills
Multitasking Ability
Attention to Detail
Proficient in Microsoft Office
Self-Motivated
Adaptability in Fast-Paced Environments
Numerical Skills
Relationship-Building Skills
Emergency Response Skills

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in customer service, hospitality, or management. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to manage teams and deliver exceptional service.

Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Night Team Leader position. Mention how your values align with those of Greystar and provide examples of how you've successfully handled similar responsibilities in past roles.

Showcase Relevant Skills: Highlight your proficiency in Microsoft Office and any knowledge of Health and Safety policies. If you have certifications like IOSH or NEBOSH, be sure to mention them as they are relevant to the role.

Prepare for Potential Questions: Think about how you would respond to questions regarding conflict resolution, team management, and customer service scenarios. Prepare examples from your past experiences that showcase your problem-solving skills and ability to work under pressure.

How to prepare for a job interview at Greystar Europe

✨Showcase Your Customer Service Skills

As a Night Team Leader, exceptional customer service is key. Prepare examples of how you've handled difficult situations or complaints in the past, demonstrating your ability to remain calm and effective under pressure.

✨Understand Health and Safety Protocols

Familiarise yourself with UK Health and Safety policies, as well as any relevant training you may have. Be ready to discuss how you would ensure a safe environment for residents and staff during your shifts.

✨Demonstrate Leadership Qualities

Since you'll be leading a team, think about times when you've successfully managed or motivated others. Highlight your ability to lead by example and how you can foster a positive team environment.

✨Prepare for Scenario-Based Questions

Expect questions that assess your problem-solving skills, especially regarding maintenance issues or emergency responses. Think through potential scenarios you might face and how you would handle them effectively.

Customer Service Nights Manager
Greystar Europe
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