Customer Service Manager - Nights

A 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 are 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.

• 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.
• 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.

You should have a good level of general education and be proficient in the use of Microsoft Office packages, including Word, Excel, and Outlook. A solid understanding of UK Health and Safety policies is essential, with recognized training such as IOSH or NEBOSH being preferable. You should possess excellent customer service skills and have significant experience in a similar accommodation, hospitality, leisure, or reservations/membership environment. A self-starter, you should be able to self-motivate, work autonomously, and take ownership of tasks. Strong organizational skills are key, with the ability to multitask, prioritize, and maintain accuracy and attention to detail. Fluent verbal and written communication skills in English are necessary, alongside numerical skills to support the tasks. You should be self-aware and culturally adaptable, with strong relationship-building, communication, and negotiation abilities. A flexible approach to working in a fast-paced, ever-changing environment is important, and you should have a passion for delivering exceptional experiences to stakeholders while continuously improving your own knowledge and skills.

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.

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.