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About the Role
Vita Student is seeking a night-time Customer Service Assistant to create an exceptional home-away-from-home experience for residents. This role combines outstanding customer service with hands-on facilities support to maintain a safe, welcoming, and well-presented environment throughout the night.
Responsibilities
- Provide a warm, professional, and welcoming reception experience for residents, guests, and visitors.
- Build positive relationships with residents, creating an approachable and supportive environment.
- Respond confidently to resident inquiries, offering guidance, information, and practical support.
- Take ownership of challenges and concerns, delivering effective solutions with a positive and proactive approach.
- Manage and organize parcel deliveries accurately, ensuring a smooth and efficient collection experience.
- Act as the first point of contact for incidents, emergencies, or welfare concerns, following procedures and escalating appropriately.
- Help maintain a safe, secure, and welcoming atmosphere across the residence throughout the night.
- Maintain the presentation, cleanliness, and upkeep of the residence to exceptional standards.
- Carry out regular cleaning and presentation checks across communal spaces.
- Complete routine building inspections throughout each shift, identifying, reporting, and addressing potential hazards.
- Conduct comprehensive block walks every 4-6 hours, surveying all areas of the building and accurately recording observations.
- Replenish resident amenities and refreshments.
- Promote respectful use of communal facilities and address issues that may impact the resident experience.
- Maintain waste management areas in line with health and safety requirements.
- Support the overall safety, operational readiness, and presentation of the building during overnight hours.
Requirements
- Experience delivering exceptional customer service within a hospitality, accommodation, retail, leisure, or similarly customer-focused environment.
- A hands-on and proactive approach to maintaining clean, safe, and welcoming spaces, with strong attention to detail and presentation standards.
- Confidence using a range of digital systems, technology, and software to support day-to-day operations.
- Experience managing competing priorities and working effectively with minimal supervision.
- Ability to resolve inquiries and challenges professionally while maintaining a positive customer experience.
- A commitment to creating an inclusive and welcoming environment.
- Excellent communication and interpersonal skills, with the ability to engage confidently with a diverse global community.
- Strong organizational skills with the ability to remain calm, professional, and solutions-focused in challenging situations.
- Adaptable, positive, and proactive, with a willingness to support changing operational needs.
- Resilient and resourceful, demonstrating sound judgment when responding to unexpected situations.
- Able to carry out the duties of the role, which may include periods of standing and repetitive tasks.
- Flexible and reliable, with the ability to support a 24-hour operation, including weekends, bank holidays, and peak trading periods.
- All offers of employment are subject to satisfactory pre-employment checks which will include Disclosure & Barring Service (DBS) checks.
- Unable to offer Right to Work Sponsorship.
Skills
- Customer service
- Facilities support
- Cleaning
- Presentation checks
- Building inspections
- Hazard identification
- Waste management
- Digital systems
- Technology
- Software
- Communication
- Interpersonal skills
- Organizational skills
- Problem-solving
Location
- Lewisham
Work Type
- Permanent
- Part-time
- Night-Time Duties
Experience Level
- Minimum commitment of 18 hours per week
- Experience delivering exceptional customer service
- Hands-on and proactive approach
- Confidence using digital systems
- Experience managing competing priorities
- Working effectively with minimal supervision
- Ability to resolve inquiries and challenges professionally
Salary/Compensations
- £13.45 per hour
Benefits
- Generous benefits
- 28 days paid holiday including England & Wales Bank Holidays, pro-rata
- Perkbox account with lifestyle perks
- Royal London Pension (3% Vita Group contribution, 5% employee contribution)
- Parties & Events
- Recognition Programmes
- Career Development opportunities
- 24/7 Employee Assistance Programme
About the Company
- Vita Student creates premium student accommodation and unforgettable experiences for a global community of ambitious students.
- We provide industry-leading spaces, first-class services, vibrant communities, and exceptional support designed to help residents thrive.
- Our residences are home to students from around the world, providing an environment where they can live without limits and focus on achieving their ambitions.
Equal Opportunity
- As part of our diverse, global community, our team demonstrate respect, inclusion, and professionalism in every interaction.