Customer Service Assistant

Vita Group; Newcastle upon Tyne; On-site; GBP 24,797,000 - 28,930,000; Part time

Benefits offered by this job

Holidays

Perkbox

Royal London Pension

Parties & Events

Recognition Programmes

Career Development

24/7 Employee Assistance

Job summary

Vita Student is seeking an Overnight Customer Service Assistant in Newcastle (Westgate) to deliver a premium resident experience during night hours. You will combine customer service with facilities support to maintain a safe, welcoming environment and support a 24/7 operation.

The role requires the ability to work 9pm–6am, with a mix of weekdays and weekends, and to handle parcels, enquiries and emergencies with a proactive mindset. Overtime opportunities are available.

Qualifications

• Experience delivering exceptional customer service in hospitality, student accommodation or similar environments.
• Hands-on approach to keeping spaces clean, safe and welcoming during overnight hours.
• Ability to use a range of digital systems to support day-to-day operations.
• Experience managing competing priorities with minimal supervision.

Responsibilities

• Provide a warm, professional reception for students, guests and visitors.
• Respond to resident enquiries with information and practical support.
• Take ownership of challenges and deliver effective solutions.
• Manage parcel deliveries and smooth collection processes.
• Act as first point of contact for incidents or welfare concerns and escalate as needed.
• Maintain a safe, secure and welcoming atmosphere across the residence at night.
• Carry out regular cleaning, checks and 4–6 hour block walks to monitor the building.

Skills

Customer service

Night shift

Communication

Organisation

Job description

Overnight Shift Patterns & Duties

, Newcastle, Westgate

Overnight Shift Patterns & Duties

Hourly Rate: £13.45 plus generous benefits (please see below).

Contract: Permanent, part-time. A minimum commitment of 27 hours per week

Required Days of Work: A combination of weekdays and weekends; flexibility is required throughout the week

Working Hours: Between 9pm - 6am

Overtime: We offer overtime opportunities to support both planned and unplanned shift cover. These additional hours help us maintain the exceptional service and support our students expect.

Where Ambition Lives

At Vita Student, we create more than premium student accommodation; we create unforgettable experiences for a global community of ambitious students.

From industry-leading spaces and first-class services to vibrant communities and exceptional support, everything we do is designed to help our students thrive. Our residences are home to students from around the world, and we're proud to provide an environment where they can live without limits and focus on achieving their ambitions.

We are looking to appoint an Overnight Customer Service Assistant to play a key role in creating an exceptional home-away-from-home experience for students. Combining outstanding customer service with hands‑on facilities support, this role helps maintain a safe, welcoming and well‑presented environment throughout the night, ensuring the high standards synonymous with Vita Student are consistently delivered.

Vita Student’s Overnight Customer Service Assistant

Responsible for delivering a personalised and proactive resident experience, the Overnight Customer Service Assistant combines customer service, reception, resident support, facilities management and building operations to ensure our students receive a seamless experience around the clock, supporting the needs of a diverse global student community throughout the night period. From providing local knowledge and resolving enquiries to maintaining exceptional communal spaces and facilities, the role contributes to the seamless, five‑star experience that sets Vita Student apart.

Student Experience & Customer Service

• Provide a warm, professional and welcoming reception experience for students, guests and visitors.
• Build positive relationships with students, creating an approachable and supportive environment.
• Respond confidently to resident enquiries, offering guidance, information and practical support.
• Take ownership of challenges and concerns, delivering effective solutions with a positive and proactive approach.
• Manage and organise parcel deliveries accurately, ensuring a smooth and efficient collection experience.
• Act as the first point of contact for incidents, emergencies or welfare concerns, following procedures and escalating appropriately when required.
• Help maintain a safe, secure and welcoming atmosphere across the residence throughout the night.

Maintaining Vita Student's Premium Facilities

• Maintain the presentation, cleanliness and upkeep of the residence to exceptional standards.
• Carry out regular cleaning and presentation checks across communal spaces, ensuring environments remain welcoming, safe and resident‑ready at all times.
• Complete routine building inspections throughout each shift, identifying, reporting and addressing potential hazards where appropriate.
• Conduct comprehensive block walks every 4-6 hours, surveying all areas of the building and accurately recording observations.
• Replenish resident amenities and refreshments, including coffee beans, tea, milk and vending machine products.
• Promote respectful use of communal facilities and address issues that may impact the resident experience.
• Maintain waste management areas in line with health and safety requirements, ensuring spaces remain clean, organised and hazard‑free.
• Support the overall safety, operational readiness and presentation of the building during overnight hours.

Who We’re Looking For

An enthusiastic, proactive and service‑focused individual who takes pride in creating exceptional experiences for others. Comfortable working independently and taking ownership during overnight hours, the successful candidate will combine outstanding customer service skills with a hands‑on approach to maintaining the high standards expected within a premium student living environment. A positive attitude, strong sense of responsibility and genuine passion for people are essential.

Professional Experience

• Experience delivering exceptional customer service within hospitality, hotels, student accommodation, residential services, customer support, retail, leisure or other customer‑facing environments.
• A hands‑on and proactive approach to maintaining clean, safe and welcoming spaces, with strong attention to detail and presentation standards.
• Confidence using a range of digital systems, technology and software to support day‑to‑day operations.
• Experience managing competing priorities and working effectively with minimal supervision.
• Ability to resolve enquiries and challenges professionally while maintaining a positive customer experience.
• Experience working in a night shift, overnight, reception, concierge, front‑of‑house or guest services role would be advantageous.

Personal Qualities and Characteristics

• A commitment to creating an inclusive and welcoming environment where colleagues, residents and guests from all backgrounds feel respected, valued and supported.
• Excellent communication and interpersonal skills, with the ability to engage confidently with a diverse global community. Additional language skills would be advantageous.
• Strong organisational skills with the ability to remain calm, professional and solutions‑focused in challenging situations.
• Adaptable, positive and proactive, with a willingness to support changing operational needs.
• Resilient and resourceful, demonstrating sound judgement when responding to unexpected situations.
• Able to carry out the duties of the role, which may include periods of standing and repetitive tasks. Reasonable adjustments will be considered where appropriate.
• Flexible and reliable, with the ability to support a 24‑hour operation, including weekends, bank holidays and peak trading periods. Every effort will be made to accommodate religious, cultural and personal commitments while maintaining service delivery to residents.
• As part of our diverse, global community, our team demonstrate respect, inclusion and professionalism in every interaction.

This opportunity may suit candidates who have previously worked as a Customer Service Assistant, Night Receptionist, Night Auditor, Hotel Receptionist, Front of House Assistant, Concierge, Residence Assistant, Guest Services Assistant, Accommodation Assistant, Facilities Assistant, Retail Assistant, Hospitality Team Member or Resident Services Assistant.

Why Join the Vita Student Team?

We believe exceptional experiences start with exceptional people. That's why we invest in our colleagues, providing opportunities to grow, develop and build rewarding careers within a business that is redefining premium student living.

Holidays – Holidays are paid on a pro‑ratio basis which is reflective of hours worked. Our team receive 28 days paid holiday including England & Wales Bank Holidays, pro‑ratio.

Perkbox – All employees are given access to a Perkbox account, enabling them to choose lifestyle perks that matter by giving points to spend on a wide range of products, services & experiences, such as; cinema tickets, supermarket savings, discounted days out, a daily coffee or a summer holiday – there’s something to suit everyone!

Royal London Pension – We care about our people and their future. Vita Group contribute a financial value of 3% of salary to your pension pot in addition to 5% employee contribution to help prepare for the future.

Parties & Events – We expect high standards from our people and like to reward demanding work by hosting parties and events each year, encouraging colleagues to let their hair down, have a great time and celebrate success together.

Recognition Programmes – We recognise and celebrate our people via numerous recognition schemes, such as employee of the month vouchers, community champion, experience awards, golden buzzer awards, work anniversaries etc.

Career Development – Whether your Vita career is a medium or long‑term venture; we onboard all employees by means of a thorough induction and learning & development programme, delivering professional progression via our Bronze, Silver, Gold & Platinum training & recognition schemes.

24/7 Employee Assistance – The wellbeing of our colleagues is of vital importance to Vita Group. All employees have access to a confidential service; offering support and guidance for personal or work‑related issues that may be impacting wellbeing.

Right to Work & DBS All offers of employment are subject to satisfactory pre‑employment checks which will include Disclosure & Barring Service (DBS) checks.

Unfortunately, we are unable to offer Right to Work Sponsorship. Therefore, if you do require a company to sponsor your Right to Work in the UK, we will not be able to progress your application further.