Customer Service Manager - Nights

Ensures a smooth transition from day to night community operations through contributing to an exceptional 24/7 resident experience, delivering outstanding Customer Service, whilst maintaining the highest standards of safety and cleanliness within the community.

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 lock outs)
• 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 the retention of 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 and 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 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.
• 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

Role Scope

• The Chapter Kings Cross community accommodates approximately 970 residents supported by a team of 7

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 recognized training i.e. IOSH or NEBOSH

Experience & Skills: Essential

• 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 organization skills with the ability to multi task and prioritise whilst maintaining a high level of accuracy and attention to detail
• Fluent English verbal and written communication skills
• Numerical skills necessary to complete the above activities
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

Desirable

• Previous experience supervising or leading a team to deliver excellent Customer Service
• SIA License
• Experience of employing conflict management communications & techniques
• Proficiency in using property operations systems. Training will however, be provided

Behaviors & Values

• Integrity - We will stay true to the highest ethical standards and principles, and be honest, trustworthy, and humble in all of our words and actions.
• Respect - We will accept and value our individual differences and show genuine consideration for the thoughts, needs, and ideas of others. We value and encourage a work/life balance.
• Accountability - We will take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.
• Professionalism - We will proudly present a positive, dignified, and business-like image at all times through our appearance, behavior, and interactions with others.
• Teamwork - We will work together to accomplish goals, solve problems, and enrich our work environment.
• Service - We will make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.