Customer Service Manager - Nights

About the role

The Night Team Leader at Chapter London Bridge is responsible for delivering a safe, secure and exceptional living experience for residents during overnight hours. You will lead front‑of‑house operations, supervise on‑site security, provide outstanding customer service and support basic maintenance and emergency response.

Key responsibilities

• Lead overnight shifts while acting as a role model and upholding Greystar core values.
• Provide reception, administration, key management and lock‑out assistance.
• Supervise on‑site security routines, including surveillance, patrols, hazard identification and resolution of safety complaints.
• Induct new security team members on company policies and procedures.
• Handle guest procedures, out‑of‑hours check‑ins/check‑outs and respond to booking enquiries.
• Support social events, encourage resident engagement and assist with retention activities.
• Prepare and deliver hand‑over communication between day and night teams.
• Resolve resident complaints promptly, escalating when necessary.
• Maintain common amenity areas to a high standard, including minor cleaning tasks.

Required profile

• Demonstrates Greystar core values and leads by example.
• Experience supervising security or facilities teams during night hours.
• Strong customer‑service orientation with ability to handle enquiries and complaints.
• Effective communicator able to hand over issues between shifts.
• Capable of managing basic maintenance and emergency response tasks.

Required skills