ABOUT GREYSTAR

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 over 260 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 more than one million units/beds globally. Across its platforms, Greystar has over $79 billion of assets under management, including approximately $36 billion of development assets and over $30 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. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

The Night Customer Service Manager acts as the primary out-of-hours contact for residents, ensuring operational continuity, safety, and exceptional service during overnight periods. This role supports the Community and the Estates teams by maintaining high standards of security, compliance, and resident experience.

JOB DESCRIPTION

Key Role Responsibilities

• Conduct nightly walkthroughs of internal and external common areas, logging faults and escalating urgent issues.
• Maintains positive community relationships e.g. neighbours, local communities, local police community officers, fire and rescue service and other local authorities. Maintains an awareness of Health and Safety, Data Protection and compliance, and always ensures adherence.
• Support emergency contractor access, ensuring RAMS compliance and adherence to health and safety protocols.
• Perform basic troubleshooting for minor maintenance issues (e.g., lock resets, isolating leaks) and report unresolved faults promptly.
• Maintain up-to-date training in First Aid and Fire Safety; support emergency response protocols during night shifts.
• Demonstrates a flexible approach to work and a willingness to undertake all reasonable duties as requested
• Monitoring Security KPI’s i.e. patrol records, incident reporting and ensuring communications/ handovers are being expedited correctly.

Resident Experience

• Provide a visible and reassuring presence for residents during overnight hours.
• 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
• 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 and with appropriate support and guidance.
• Assist with late check-ins, key handovers, and urgent resident concerns.
• Capture overnight feedback and ensure accurate handover notes for the day team.
• Supports the smooth running of social events and activities, encouraging engagement and assisting the team in the retention of residents.

Leasing & Administrative Support

• Respond to outstanding enquiries and capture leads, particularly international prospects aligned with night hours.
• Maintain accurate records of interactions and operational updates.
• Utilise Dayforce geofencing or equivalent systems to ensure accurate attendance tracking and compliance.

Security & Safety

• Conduct scheduled patrols, monitor access points, and respond to alarms or disturbances.
• Maintain incident logs and escalate issues to the Community Manager as required.
• Liaise with emergency services when necessary, ensuring compliance with company procedures.
• Implement lone working protocols, including scheduled welfare check-ins and use of panic alarms.
• Ensure SIA certification is maintained where applicable to lawfully intervene in security incidents.
• Prepares and delivers timely communication between day and night teams ensuring all resident issues are handed over effectively
• Oversee visitor and contractor parking allocations.
• Receive deliveries where permitted and ensure adherence to building protocols.

About You

• Good level of general education.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Understanding of UK Health & Safety policies (IOSH or NEBOSH desirable).
• Excellent customer service skills with significant experience in accommodation, hospitality, leisure, or reservations/membership environments.
• Ability to work autonomously and self-motivate.
• Strong organisational skills with the ability to multitask and prioritise.
• High attention to detail and accuracy.
• Fluent English (verbal and written).
• Numerical skills for administrative tasks.
• Cultural awareness and adaptability in communication.
• Flexible approach to working in a fast-paced, changing environment.
• Enthusiasm for delivering exceptional resident experience and continuous improvement.

Experience & Skills

• Strong customer service experience within residential, hospitality, or similar environments.
• Ability to work autonomously and make sound decisions under pressure.
• Knowledge of UK Health & Safety regulations (IOSH or NEBOSH desirable).
• Proficiency in Microsoft Office and property management systems.
• Excellent communication and problem-solving skills.

Desirable

• SIA Licence
• First Aid at Work
• Fire Safety Awareness

Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.