Greystar
Customer Service Manager - Nights page is loaded Customer Service Manager - Nights Apply locations Canvas Birch, London, UK time type Full time posted on Posted 30+ Days Ago job requisition id R 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 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 . JOB DESCRIPTION SUMMARY 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. 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. 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 behaviours when necessary 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. 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 Canvas Wembley Arthur House community accommodates approximately 770 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. Welcome Our continued success depends on our people. If you are looking for a career that values dedication, collaboration, and integrity, we are looking for you! Greystar is a vertically integrated real estate company offering expertise in property management, investment management, and development & construction globally. 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. Please explore the current open positions, apply to a role(s) that you feel will suit you and your skillset. You can keep track of your applications and the process here in your Candidate Home. Thank you for your interest in working at Greystar About Us As a Greystar team member, you will hear a lot about our Core Values. They are the values we live and work by, reflecting who we are and the quality of our relationships. We believe in always going that extra step for our residents, clients, investors, and each other. Integrity We stay true to the highest ethical standards and principles, and are honest, trustworthy, humble, and respectful in all of our words and actions. Equality We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally. Professionalism We proudly present a positive, dignified, and businesslike image at all times through our appearances, behavior, and interactions with others. Accountability We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard. Service We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members. Teamwork We work together to accomplish goals, solve problems, and enrich our work environment. 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management . click apply for full job details
Customer Service Manager - Nights page is loaded Customer Service Manager - Nights Apply locations Canvas Birch, London, UK time type Full time posted on Posted 30+ Days Ago job requisition id R 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 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 . JOB DESCRIPTION SUMMARY 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. 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. 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 behaviours when necessary 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. 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 Canvas Wembley Arthur House community accommodates approximately 770 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. Welcome Our continued success depends on our people. If you are looking for a career that values dedication, collaboration, and integrity, we are looking for you! Greystar is a vertically integrated real estate company offering expertise in property management, investment management, and development & construction globally. 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. Please explore the current open positions, apply to a role(s) that you feel will suit you and your skillset. You can keep track of your applications and the process here in your Candidate Home. Thank you for your interest in working at Greystar About Us As a Greystar team member, you will hear a lot about our Core Values. They are the values we live and work by, reflecting who we are and the quality of our relationships. We believe in always going that extra step for our residents, clients, investors, and each other. Integrity We stay true to the highest ethical standards and principles, and are honest, trustworthy, humble, and respectful in all of our words and actions. Equality We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally. Professionalism We proudly present a positive, dignified, and businesslike image at all times through our appearances, behavior, and interactions with others. Accountability We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard. Service We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members. Teamwork We work together to accomplish goals, solve problems, and enrich our work environment. 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management . click apply for full job details
Greystar
locations Canvas Walthamstow (Alliot House), London, UK time type Full time posted on Posted 18 Days Ago job requisition id R 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 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 . JOB DESCRIPTION SUMMARY The purpose of this role is to manage and support in the delivery of the day-to-day resident experience objectives of the property and lead the team by example to build a vibrant, safe and welcoming community our residents enjoy being part of. Assisting the Community Manager in the day-to-day financial and operational management of the property including leasing, marketing, property maintenance and tenancy administration. KEY ROLE RESPONSIBILITIES Acts as a role model at all times by demonstrating the core values. Actively seeks interaction and contact with residents to proactively seek to improve the front of house service delivery, anticipating and exceeding resident expectations. Promotes resident satisfaction and retention by monitoring resident feedback including online reviews, responding to questions, requests, and complaints in a timely manner, and taking appropriate action to resolve and address service issues. Assists and supports the Community Manager with communications, assessment, and development of team members. Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams. Coordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement. Processes invoices from vendors, contractors, and service providers for payment and manages communication with finance team members and other stakeholders as required. Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings. Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal. Completes relevant operational, financial, and compliance administrative tasks including routine weekly and monthly reporting and ensures property data is accurate. Supports with resident event management within the community. Undertakes marketing and leasing activities including: viewings, following up on inquiries, and sales conversions. Develops and maintains local knowledge and information resources relevant to resident needs, e.g., travel, entertainment, and amenities. Stays informed about current market and competitor conditions. Assists with summer community preparations, including move-in and move-out processes. Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system, and completes compliance activities in line with the Company's policies and procedures. Participates where required in an on-call roster to provide out-of-hours emergency support for the community. Works with the Community Manager in the preparation of the annual budget and monthly management accounts. Experience & Skills Essential Excellent customer service skills and significant experience in a customer-facing service delivery role. Good team player with strong relationship-building and influencing skills. Ability to act autonomously, making decisions and/or taking action when required. Fluent English verbal and written communication skills. Excellent organization skills with the ability to multi-task and prioritize. Numerical skills necessary to complete the activities above. Self and culturally aware, able to adapt relationship building, communications, and negotiation skills to suit the audience. Flexible approach to work and adaptable to thrive in a changing environment. Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
locations Canvas Walthamstow (Alliot House), London, UK time type Full time posted on Posted 18 Days Ago job requisition id R 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. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in nearly 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 over 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of nearly $78 billion of assets under management, including over $35 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 . JOB DESCRIPTION SUMMARY The purpose of this role is to manage and support in the delivery of the day-to-day resident experience objectives of the property and lead the team by example to build a vibrant, safe and welcoming community our residents enjoy being part of. Assisting the Community Manager in the day-to-day financial and operational management of the property including leasing, marketing, property maintenance and tenancy administration. KEY ROLE RESPONSIBILITIES Acts as a role model at all times by demonstrating the core values. Actively seeks interaction and contact with residents to proactively seek to improve the front of house service delivery, anticipating and exceeding resident expectations. Promotes resident satisfaction and retention by monitoring resident feedback including online reviews, responding to questions, requests, and complaints in a timely manner, and taking appropriate action to resolve and address service issues. Assists and supports the Community Manager with communications, assessment, and development of team members. Monitors payments and chases outstanding rent arrears following rent collection processes to meet business goals whilst promoting tenancy extensions and other revenue streams. Coordinates the tenancy management process by making periodic apartment inspections, evicting residents, and imposing and collecting late fees and other charges within the terms of the agreement. Processes invoices from vendors, contractors, and service providers for payment and manages communication with finance team members and other stakeholders as required. Ensures the operation of the community complies with Company policies and procedures and any laws and regulations governing housing operations and residential lettings. Conducts regular community walkabouts and inspections and takes appropriate actions to ensure that the physical aspects of the property, grounds, buildings, and amenities meet established standards for safety, cleanliness, and general appearance and appeal. Completes relevant operational, financial, and compliance administrative tasks including routine weekly and monthly reporting and ensures property data is accurate. Supports with resident event management within the community. Undertakes marketing and leasing activities including: viewings, following up on inquiries, and sales conversions. Develops and maintains local knowledge and information resources relevant to resident needs, e.g., travel, entertainment, and amenities. Stays informed about current market and competitor conditions. Assists with summer community preparations, including move-in and move-out processes. Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, monitors incident reporting system, and completes compliance activities in line with the Company's policies and procedures. Participates where required in an on-call roster to provide out-of-hours emergency support for the community. Works with the Community Manager in the preparation of the annual budget and monthly management accounts. Experience & Skills Essential Excellent customer service skills and significant experience in a customer-facing service delivery role. Good team player with strong relationship-building and influencing skills. Ability to act autonomously, making decisions and/or taking action when required. Fluent English verbal and written communication skills. Excellent organization skills with the ability to multi-task and prioritize. Numerical skills necessary to complete the activities above. Self and culturally aware, able to adapt relationship building, communications, and negotiation skills to suit the audience. Flexible approach to work and adaptable to thrive in a changing environment. Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.
