Night Supervisor

Our client is looking for a Night Supervisor to work across their sites in Central London.

You would be required to manage the Concierge across different sites, leading and driving them to deliver excellent standards of service during the night.

Working Hours: 8pm - 8am (4 on 4 off)

Salary: 32K - 35K per annum

Duties:

• 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 font of house services.
• Provide effective monitoring and management of residents including, behaviour, maintenance and damage to the property.
• Provide a decisive and effective response to customer complaints and to help resolve tenant disputes in a positive and timely manner, following the core operating procedures.
• Ensure compliance, security and integrity of customer data in line with GDPR / 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 even complex complaints and resident concerns themselves to successful resolution.
• Maintain excellent relationships with key stakeholders and local residents.
• Support City Operations Managers, Property Managers in analysing customer satisfaction surveys and creating and managing plans to address any highlighted issues.
• Manage team collaboration to consistently deliver an effective handover process on a daily basis to seamlessly manage the operations from night to day.

Supervisor Duties:

• Support the City Night Manager in developing, adapting and managing plans to successfully deliver against operational KPIs.
• Effectively manage team performance by holding monthly 121s, documenting the meeting; to manage any employee issues confidently and consistently - addressing performance and behavioural issues 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.
• Inspire and motivate the Night team to engage and commit to overall business values.
• Support the recruitment, training and development of Concierge team members identifying and nurturing talented team members to support retention.
• Communicate with confidence and clarity particularly in situations of difficult negotiation and challenge and influence upwards to managers as well as to direct reports.
• Focus on continuous improvement of Night team performance, always thinking of new or improved ways of supporting the wider business

Experience and Role Requirements:

• Experience in property/hotel management which includes the line management of a large team.
• Experience of using business operating systems including Microsoft Office.
• Demonstrable experience of effective communication both orally and in writin.
• Previous customer service experience.
• Previous conflict management experience.
• Flexibility in working hours including weekend, day and night shift working.
• Live within a reasonable distance of zone 1, London and to travel to different properties in each shift.