Customer Service Manager - Nights

Description

• Inducts new security team members in the required company policies and procedures.
• Provides reception, administration, and exceptional customer service and safety support (including key management and handling lock outs)
• 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
• 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
• 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
• Supports the smooth running of social events and activities, encouraging engagement and assisting the team in the retention of residents.
• Minor maintenance issues – and the effective reporting of all tenant faults if unable to deal with the fault there and then.
• Conducts and logs room and communal area inspections as required
• Responsible for your own health and safety and that of all colleagues
• Handles any issues or incidents with the appropriate level of involvement from the emergency services and ensuring that all procedures are followed
• 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
• Investigating maintenance problems and finding solutions where possible, to include:
• Ensures a safe and secure environment at all times, responding to and attending safety and basic maintenance related calls
• Maintains the incident log, ensuring the Community Manager is informed of all incidents, and reporting any trends and repeat behaviours when necessary
• Fixing leaks through isolating water supply This job description is not exhaustive; roles are expected to evolve and change over time as the business grows and develops, within reason of the original remit.
• 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
• Prepares and delivers timely communication between day and night teams ensuring all resident issues are handed over effectively
• 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.
• Ensures all relevant Company policies and procedures are actioned effectively for example; guest procedures and out of hours check-in and check-out
• Reporting in the handover/security handover book all issues encountered during the night
• Leads overnight shifts.

Requirements

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.

• Demonstrates a flexible approach to work and a willingness to undertake all reasonable duties as requested.

Benefits

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.

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.

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're seeking a suitable individual with a background in customer service; further training, growth opportunities, and ongoing assistance will be available.

Training + Development

Interview process

Visa Sponsorship

Security clearance