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About the Role

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. You will manage front-of-house operations, supervise onsite security routines, provide outstanding customer service, and support with basic maintenance and emergency responses.

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
• Handles minor maintenance issues and the effective reporting of all tenant faults if unable to deal with the fault there and then
• Investigates maintenance problems and finds solutions where possible, to include managing basic lock and key issues, investigating basic heating and radiator problems, investigating power supply problems at a basic level, and fixing leaks through isolating the water supply
• 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 with 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

Requirements

• 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
• 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

Skills

• Customer service
• Microsoft Office Suite (Word, Excel, Outlook)
• UK Health and Safety policies
• Teamwork
• Autonomy
• Organizational skills
• Multitasking
• Prioritization
• Accuracy
• Attention to detail
• English communication (verbal and written)
• Numerical skills
• Interpersonal skills
• Adaptability
• Problem-solving

Location

• London Bridge

Work Type

• Full-time
• Overnight

Experience Level

• Significant experience in a similar accommodation/hospitality/leisure or reservations/membership environment

Education Level

• Good level of general education

About the Company

• Greystar is a leading, fully integrated global real estate platform 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 more than 265 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, managing over one million units/beds globally.
• Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management.
• Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business.
• 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.
• 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.

Equal Opportunity

• 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.