Customer Service Manager - Nights

Job Description Summary

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. Leading by example and upholding our core values, you will manage front of house operations, supervise onsite security routines, provide outstanding customer service, and support basic maintenance and emergency responses.

Key Role Responsibilities

• Acts as a role model at all times by demonstrating core values during overnight shifts.
• Provides reception, administration, and exceptional customer service and safety support (including key management and key lockout handling).
• Supervises onsite security teams, overseeing surveillance, patrols, hazard identification and complaint handling.
• Inducts new security team members on company policies and procedures.
• Ensures company policies (guest procedures, out of hours check in/out) are effectively actioned.
• Responds to booking enquiries, conducts sales conversations and ensures handover enables next day follow up for full occupancy.
• Supports social events and activities, encouraging resident engagement.
• Prepares and delivers timely communication between day and night teams, ensuring effective handover of resident issues.
• Provides decisive response to customer complaints, assists in dispute resolution, and escalates where necessary.
• Manages common amenity areas, maintains exceptional appearance and handles minor cleaning duties.
• Investigates maintenance problems and reports tenant faults when resolution is not immediate.
• Handles basic lock/key issues, heating/radiator problems and power supply problems.
• Fixes leaks by isolating water supply.
• Ensures safety by responding to basic maintenance calls.
• Responsible for personal health and safety and that of colleagues.
• Reports issues in handover log.
• Handles incidents with appropriate emergency service involvement and procedural compliance.
• Maintains incident log, informs Community Manager and reports trends.
• Maintains positive community relationships with neighbours, police, fire and local authorities.
• Maintains awareness of Health & Safety, Data Protection and compliance.
• Conducts and logs inspections of rooms and communal areas.
• Demonstrates flexibility and willingness to undertake reasonable duties.

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 Microsoft Office (Word, Excel, Outlook).
• Knowledge of UK Health & Safety policies; preferred recognised training such as IOSH or NEBOSH.

Experience & Skills

• Excellent customer service skills and significant experience in a similar hospitality or reservations environment.
• Self starter with motivation and autonomy.
• Strong team player capable of working independently and taking ownership.
• Organisational skills, multitasking, prioritising and high accuracy.
• Fluent English verbal and written communication.
• Numerical skills.
• Self aware and culturally competent, building relationships and negotiating appropriately.
• Flexible and adaptable to fast paced environments.
• Enthusiastic to deliver exceptional experiences and continuous improvement.