Customer Service Nights Manager

Greystar; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global real estate company seeks a Customer Service Nights Manager for its London location. The role involves managing front-of-house operations, supervising security, and ensuring an exceptional living experience for residents. Ideal candidates will have strong customer service skills, organizational abilities, and a commitment to safety and compliance.

Benefits

Healthcare benefits

Paid Time Off

Professional Development opportunities

Qualifications

• Experience in a similar accommodation/hospitality environment.
• Fluent English verbal and written communication skills.
• Self-starter with the ability to self-motivate.

Responsibilities

• Manage front-of-house operations and supervise onsite security routines.
• Provide outstanding customer service and support with maintenance.
• Respond to customer complaints and ensure safety protocols are followed.

Skills

Customer service

Organizational skills

Problem-solving

Communication

Education

Good level of general education

Recognized training in Health and Safety (e.g., IOSH or NEBOSH)

Tools

Microsoft Office

Job description

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R0155248 Chapter London Bridge London, United Kingdom

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• Overview
• Job Responsibilities
• Success Profile
• Trending
• Benefits
  
  

Overview

Greystar is looking for dedicated and hard-working individuals who want to help us continue to be the best at what we do. Today, we are the largest rental housing operator and developer in the US and one of the largest global investment management companies, delivering industry-leading services to investors, clients, and residents. We offer unrivaled professional development and career growth opportunities to our team members and look forward to welcoming you to Greystar, where our people are what make us the Global Leader in Rental Housing.

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Job Responsibilities

About Greystar

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $320 billion of real estate in 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of more than $79 billion of assets under management, including over $36 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

Job Description Summary

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.

Job Description

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 o Investigating basic heating and radiator problems o 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 behaviors when necessary
• Maintains positive community relationships e.g. neighbors, 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
  
  

Essential

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.
  
  

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Success Profile

What makes a successful Greystar team member? Check out the top traits we’re looking for and see if you have the right mix.

• Professional
• Organized
• Responsible
• Resourceful
• Helpful
• Confident
  
  

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Trending

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Meet our people and discover how you can make an impact providing a home to people across the world.

"Greystar and my values are perfectly aligned to enrich the lives we touch by doing things the right way. The company lives by this and it provides balance in my life and work becomes an entirely different experience. There is passion that moves you to a whole new level of fulfillment and gratitude. That’s when you can do your best for yourself, your customers, and your team."

• Daiva
  
  

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Benefits

Healthcare

Health insurance (including company-paid opportunities) is offered, along with competitive dental (US Only) and vision insurance* plan options

• in select countries
  
  

Retirement Planning

We know planning for retirement is a top priority for our team members. We offer competitive retirement savings plans including employer-matched 401(k) plans (US Only) and country-specific Pension Schemes to ensure the security of your financial future.

Paid Time Off

Full-time team members receive generous paid time off – including your birthday! – as well as paid sick leave, personal days, and company holidays*

• varies by country
  
  

Paid Parental Leave

Maternal and paternal paid leave is available for the birth or adoption of a child

Professional Development

Ongoing support is available for career advancement opportunities in addition to corporate training programs

Employee Assistance

Program

Experienced counselors are available 24/7 for confidential assistance to listen and help you find solutions at no cost to you

Note: Outlined benefits may vary by international region.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

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