Night Manager
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| Job Type | Permanent Full Time |
| Area | London, England |
| Sector | PBSA - Operations |
| Salary | £40,000 - £50,000 |
| Start Date | |
| Advertiser | remoteapi |
| Job Ref | EHNDM01 |
| Job Views | 554 |
- Description
My client is a very well respected PBSA provider, due to natural expansion there is an opening for a Night Manager to join the team. You will be brought on board to lead and manage the Night team to achieve excellent standards of customer service outside of daytime operating hours
Main responsibilities:
-Communicate and explain targets for operational activity, role modelling and maintaining energy and commitment within the team to achieve success
- Recognise and reward compliance with business process and address non-compliance appropriately clarifying negative impacts
- Manage and balance operational activity across the teams ensuring annual leave, sickness cover and peak operational times are managed in house and to budget
-Focus on delivering excellent customer and stakeholder experience regularly seeking and acting on feedback
- Communicate effectively, whether face to face, via telephone or in writing, with customers, colleagues and stakeholders clearly understanding and responding to their needs
- Focus on delivering excellent customer and stakeholder experience, regularly seeking and acting on feedback
- Provide effective monitoring and management of residents including, emergency support, welfare & behaviour issues
- Provide a decisive and effective response to customer complaints following the core operating procedures
- Ensure compliance, security and integrity of customer data in line with Data Protection Policies
- Exercise initiative in providing excellent customer service, liaising effectively with Managers and other colleagues across the day and night teams
- Support team members in complaint handling, coaching them to handle resident concerns themselves to successful resolution
- Maintain excellent relationships with key stakeholders and local residents
- Supervise the work of emergency contractors on site
- Undertake regular building patrols to identify any maintenance or hygiene requirements, Health and Safety or security risks and resolve all resultant risks in accordance to the core operating procedures.
- Take responsibility in managing plans to successfully deliver against operational KPIs
- Recognise and reward compliance with business process and support the Property Managers in addressing non-compliance appropriately clarifying negative impacts
- Effectively manage team performance confidently and consistently addressing performance and behavioural issues honestly and promptly where necessary
- Support the planning and management of resource levels including the management of shift rotas and peak operational activity to successfully deliver excellent service and effectively control costs
Essential
- Experience in property/hotel management which includes the line management of a large team
- Experience of managing/supervising a team across different locations and/or shift patterns
- Experience in implementation and management of rota systems
Desirable
- Driver’s License
- Bi-lingual
