Nighttime Customer Service Manager – Residential

About the role

The Night Customer Service Manager is the primary out‑of‑hours contact for residents, ensuring safety, operational continuity and a high‑quality living experience during overnight periods. Working on‑site at Greystar’s Staines‑upon‑Thames community, you will support the Community and Estates teams by maintaining security, compliance and resident satisfaction.

Key responsibilities

• Conduct nightly walkthroughs of internal and external common areas, log faults and escalate urgent issues.
• Maintain positive relationships with neighbours, local authorities, police, fire and rescue services.
• Support emergency contractor access, ensuring RAMS compliance and health‑and‑safety protocols.
• Perform basic troubleshooting such as lock resets and leak isolation, reporting unresolved faults.
• Maintain up‑to‑date First Aid and Fire Safety training and assist with emergency response.
• Provide a visible, reassuring presence for residents, manage amenity areas, and address complaints promptly.
• Assist with late check‑ins, key handovers and urgent resident concerns.
• Capture overnight feedback and prepare accurate handover notes for the day team.

Required profile

• Flexible approach to night‑shift work and willingness to undertake reasonable duties.
• Strong communication skills and ability to build community relationships.
• Awareness of health, safety, data protection and compliance requirements.
• First Aid and Fire Safety certification or willingness to maintain them.

Required skills