Night Concierge

Are you ready to make your mark on the vibrant world of student accommodation? Are you passionate about providing exceptional customer service? If so, we have an exciting opportunity for you to join our team at The Glassworks as a Night Concierge working 38.5 hours per week, 12 hour shifts on a 4 on 4 off rota.

At Homes for Students, we are dedicated to creating a positive and supportive environment for our students. We value integrity, being a force for good, supporting one another, and fostering connections. As a Night Concierage, you will play a vital role in upholding these values and putting students first.

Purpose of the role:

To be part of the Property Team and drive the performance of the service KPI’s whilst delivering an outstanding student experience. You will be responsible for driving high quality customer service, with the safety and welfare of students always being paramount.

The role involves providing cover outside of normal office hours and you will have responsibility for managing student queries and ensuring the safety of our students and visitors to the property.

Major Duties

• To be the first point of contact during out of office hours, dealing with and assisting residents with their queries as and when they occur and in accordance with company policy.
• To provide an excellent and customer focused reception service to all students and visitors at all times, ensuring that the signing in and out process is maintained.
• To respond to emergencies in a professional and diligent manner.
• To deal with resident noise complaints and disputes in accordance with site guidelines.
• To be aware of and vigilant regarding student welfare issues including mental health awareness and signpost or notify Property Manager if interventions are required.
• To follow the complaints procedures and to receive, log and attempt to resolve complaints received from customers with a view to the continuous improvement of our services.
• To undertake the check in/out process and engage with residents to help provide a ‘home-from-home’ experience.
• To embed customer involvement by involving and consulting with customers to find ways to shape, improve and deliver services to meet their needs and to promote the student experience within our property through entertainment and involvement.
• To assist with marketing activities, promoting the property, in order to generate re-bookings from existing residents.

Security

• To ensure the site is safe and secure at all times, undertaking a patrol of the site on an hourly basis.
• To operate and monitor security systems implemented at the residence: CCTV, Door Entry, Intruder Alarms etc.
• To contact and brief appropriate services e.g. police, fire and ambulance service in cases of emergency, ensuring the Property Manager or Assistant Property Manager are apprised of any situations.
• To ensure the key signing in and out processes are adhered to at all times.
• To ensure a full hand-over is carried out with the staff member coming on duty at the end of each shift.

Maintenance Support

• To undertake basic maintenance tasks as required, including, where requested, within resident bedrooms and communal areas (e.g. replacing light bulb).
• To have basic understanding of water and electric supply and systems at the property and be competent to isolate water supply or power supply if necessary.
• To contact appropriate OOH maintenance persons where necessary, ensuring any maintenance faults are logged using the correct process.
• To manage the signing in of external parties, including contractors.

Health & Safety

• To comply with Health and Safety working practices and HfS Health and Safety processes at all times and provide information to visitors and subcontractors on HfS processes where necessary.
• To ensure that all Health and Safety protocols within the property are understood and maintained at all times.
• To be fully aware of fire emergency activation plan and strategy for evacuation procedures, including personal emergency plan for disabled students (where appropriate).
• To be aware of who to contact for assistance with electrical, plumbing, gas or lift emergencies.

Administration

• To keep a detailed record of incidents during a shift and update the management team through specific record log.
• To undertake basic admin tasks (i.e. delivering notices to students, preparation of basic paperwork if requested)
• Monitoring of car parking on-site and issuing stickers to vehicles parked without permission.

In order for Homes for Students to work effectively, you may be required to assist with other areas of work and therefore, you should be prepared to undertake other duties appropriate to the post, as delegated by your line manager. 

What's on offer:

• Generous holiday package of 25 days, plus bank holidays (pro rata for part time colleagues)
• Access to a range of exclusive retail discounts 
• Take your special day off! Enjoy your birthday with a well-deserved break from work.
• Cycle-to-work scheme.
• 2 charity days per annum.

We encourage applications from candidates of all backgrounds and communities, and we are open to discussing any reasonable adjustments you may require.