Customer Service Manager - Nights in Staines

The Night Customer Service Manager acts as the primary out-of-hours contact for residents, ensuring operational continuity, safety, and exceptional service during overnight periods. This role supports the Community and the Estates teams by maintaining high standards of security, compliance, and resident experience.

Key Role Responsibilities

• Conduct nightly walkthroughs of internal and external common areas, logging faults and escalating urgent issues.
• Maintain positive community relationships e.g. neighbours, local communities, local police community officers, fire and rescue service and other local authorities.
• Maintain an awareness of Health and Safety, Data Protection and compliance, and always ensure adherence.
• Support emergency contractor access, ensuring RAMS compliance and adherence to health and safety protocols.
• Perform basic troubleshooting for minor maintenance issues (e.g., lock resets, isolating leaks) and report unresolved faults promptly.
• Maintain up-to-date training in First Aid and Fire Safety; support emergency response protocols during night shifts.
• Demonstrate a flexible approach to work and a willingness to undertake all reasonable duties as requested.
• Monitor Security KPIs i.e. patrol records, incident reporting and ensuring communications/ handovers are being expedited correctly.
• Provide a visible and reassuring presence for residents during overnight hours.
• Manage 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.
• Provide 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.
• Assist with late check-ins, key handovers, and urgent resident concerns.
• Capture overnight feedback and ensure accurate handover notes for the day team.
• Support the smooth running of social events and activities, encouraging engagement and assisting the team in the retention of residents.
• Respond to outstanding enquiries and capture leads, particularly international prospects aligned with night hours.
• Maintain accurate records of interactions and operational updates.
• Utilise Dayforce geofencing or equivalent systems to ensure accurate attendance tracking and compliance.
• Conduct scheduled patrols, monitor access points, and respond to alarms or disturbances.
• Maintain incident logs and escalate issues to the Community Manager as required.
• Liaise with emergency services when necessary, ensuring compliance with company procedures.
• Implement lone working protocols, including scheduled welfare check-ins and use of panic alarms.
• Ensure SIA certification is maintained where applicable to lawfully intervene in security incidents.
• Prepare and deliver timely communication between day and night teams ensuring all resident issues are handed over effectively.
• Oversee visitor and contractor parking allocations.
• Receive deliveries where permitted and ensure adherence to building protocols.

About You

You must have strong customer service experience within residential, hospitality, or similar environments, along with proficiency in Microsoft Office and the ability to work independently while managing multiple tasks with accuracy and attention to detail. You must communicate fluently in English, understand UK Health & Safety regulations (IOSH or NEBOSH desirable), and remain flexible, organised, and adaptable in a fast-paced setting. Desirable extras include an SIA Licence, First Aid at Work, and Fire Safety Awareness.

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. Greystar's 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 Greystar's 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. Please reach out to the Talent Acquisition team to explore opportunities at Greystar in more detail or visit our careers site.