Customer Service Manager - Nights

The Customer Service Manager supports in the delivery of the day-to-day resident experience objectives of the property in order to achieve occupancy and retention goals. Leading the team by example you will contribute towards building a vibrant, safe and welcoming community our residents enjoy being part of.

Key Role Responsibilities

• Acts as a role model at all times by demonstrating the core values
• Leads weekend shifts
• Monitors and proactively promotes and encourages engagement with resident services, activities and planned or informal events
• Actively seeks interaction and contact with residents to proactively seek to improve service delivery or make recommendations for improvement to service delivery.
• Promotes resident satisfaction and retention by ensuring a timely response to questions, requests and complaints and taking appropriate action to resolve and address service issues.
• Investigates and proactively identifies solutions to address resident queries or concerns whether straightforward or complex
• Manages and co-ordinates updates to community social media networks
• Keep in touch with trends in social media marketing and appropriately apply that knowledge where applicable.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Contributes insights/management information from the property to the wider management team on the resident service experience
• Monitors external and competitor customer experience developments
• Undertakes marketing activities as requested to promote the property.
• Works as part of the management team to manage the tasks and activities to achieve new and renewal leasing and occupancy targets
• Develops capability of Team Members in order to meet key performance goals and future succession requirements.
• Contributes to the development and improvement of policies and procedures
• Assists the Community Manager to ensure the property meets necessary Health and Safety requirements, completing compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on call roster to provide out of hours emergency support for the Community.

About you

You should be confident in building effective relationships with Community Managers, Community Teams, Sales and Marketing, Regional Operations Managers, investors, and corporate support teams. A good standard of education, strong Microsoft Office skills, and the ability to use property management systems are essential, with training provided where required.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard. Please reach out if you are keen to know more.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystar’s pan – European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria, and Spain.

One of Greystar’s core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience. Please reach out to the Talent Acquisition team to explore opportunities at Greystar in more detail or visit our careers site at https://jobs.greystar.com/ .