Customer Service Manager - Nights in London

Greystar 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 265 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region.

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 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 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, investigating basic heating and radiator problems, 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 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.

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

• 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.

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.