At a Glance
- Tasks: Provide exceptional customer service and ensure student safety during night shifts.
- Company: Join Homes for Students, a vibrant community dedicated to student welfare.
- Benefits: Enjoy 25 days holiday, exclusive discounts, and a birthday day off!
- Other info: Flexible shifts with opportunities for personal growth and development.
- Why this job: Make a real impact on students' lives while gaining valuable experience.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 24000 - 26509 £ per year.
Are you ready to make your mark on the vibrant world of student accommodation? Are you passionate about providing exceptional customer service? If so, we have an exciting opportunity for you to join our team at The Glassworks as a Night Concierge working 38.5 hours per week, 12 hour shifts on a 4 on 4 off rota. At Homes for Students, we are dedicated to creating a positive and supportive environment for our students. We value integrity, being a force for good, supporting one another, and fostering connections. As a Night Concierge, you will play a vital role in upholding these values and putting students first.
Purpose of the role
To be part of the Property Team and drive the performance of the service KPI’s whilst delivering an outstanding student experience. You will be responsible for driving high quality customer service, with the safety and welfare of students always being paramount. The role involves providing cover outside of normal office hours and you will have responsibility for managing student queries and ensuring the safety of our students and visitors to the property.
Major Duties
- To be the first point of contact during out of office hours, dealing with and assisting residents with their queries as and when they occur and in accordance with company policy.
- To provide an excellent and customer focused reception service to all students and visitors at all times, ensuring that the signing in and out process is maintained.
- To respond to emergencies in a professional and diligent manner.
- To deal with resident noise complaints and disputes in accordance with site guidelines.
- To be aware of and vigilant regarding student welfare issues including mental health awareness and signpost or notify Property Manager if interventions are required.
- To follow the complaints procedures and to receive, log and attempt to resolve complaints received from customers with a view to the continuous improvement of our services.
- To undertake the check in/out process and engage with residents to help provide a ‘home-from-home’ experience.
- To embed customer involvement by involving and consulting with customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our property through entertainment and involvement.
- To assist with marketing activities, promoting the property, in order to generate re-bookings from existing residents.
Security
- To ensure the site is safe and secure at all times, undertaking a patrol of the site on an hourly basis.
- To operate and monitor security systems implemented at the residence: CCTV, Door Entry, Intruder Alarms etc.
- To contact and brief appropriate services e.g. police, fire and ambulance service in cases of emergency, ensuring the Property Manager or Assistant Property Manager are apprised of any situations.
- To ensure the key signing in and out processes are adhered to at all times.
- To ensure a full hand-over is carried out with the staff member coming on duty at the end of each shift.
Maintenance Support
- To undertake basic maintenance tasks as required, including, where requested, within resident bedrooms and communal areas (e.g. replacing light bulb).
- To have basic understanding of water and electric supply and systems at the property and be competent to isolate water supply or power supply if necessary.
- To contact appropriate OOH maintenance persons where necessary, ensuring any maintenance faults are logged using the correct process.
- To manage the signing in of external parties, including contractors.
Health & Safety
- To comply with Health and Safety working practices and HfS Health and Safety processes at all times and provide information to visitors and subcontractors on HfS processes where necessary.
- To ensure that all Health and Safety protocols within the property are understood and maintained at all times.
- To be fully aware of fire emergency activation plan and strategy for evacuation procedures, including personal emergency plan for disabled students (where appropriate).
- To be aware of who to contact for assistance with electrical, plumbing, gas or lift emergencies.
Administration
- To keep a detailed record of incidents during a shift and update the management team through specific record log.
- To undertake basic admin tasks (i.e. delivering notices to students, preparation of basic paperwork if requested).
- Monitoring of car parking on-site and issuing stickers to vehicles parked without permission.
In order for Homes for Students to work effectively, you may be required to assist with other areas of work and therefore, you should be prepared to undertake other duties appropriate to the post, as delegated by your line manager.
What's on offer
- Generous holiday package of 25 days, plus bank holidays (pro rata for part time colleagues).
- Access to a range of exclusive retail discounts.
- Take your special day off! Enjoy your birthday with a well-deserved break from work.
- Cycle-to-work scheme.
- 2 charity days per annum.
We encourage applications from candidates of all backgrounds and communities, and we are open to discussing any reasonable adjustments you may require.
Night Concierge in Newcastle upon Tyne employer: Homes for Students
At Homes for Students, we pride ourselves on being an exceptional employer that prioritises the well-being and development of our team members. As a Night Concierge at The Glassworks, you will enjoy a supportive work culture that values integrity and collaboration, alongside generous benefits such as a 25-day holiday package, exclusive retail discounts, and the opportunity to take your birthday off. With a focus on employee growth and a commitment to creating a positive environment for students, this role offers a meaningful and rewarding career in a vibrant location.
StudySmarter Expert Advice🤫
We think this is how you could land Night Concierge in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Homes for Students. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Homes for Students before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Night Concierge in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Homes for Students:Your cover letter is your chance to shine! Tell us why you want to work at Homes for Students specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Homes for Students!
How to prepare for a job interview at Homes for Students
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
