Customer Service Assistant

Customer Service Assistant, Lewisham Night-Time Duties

Hourly Rate: £13.45 plus generous benefits (please see below).

Contract: Permanent, part-time. A minimum commitment of 18 hours per week

Required Days of Work: Various days, flexibility is required throughout the week

Working Hours: Varied shift patterns, between the hours of 9:30pm - 7:30am. Flexibility required.

Overtime: We offer overtime opportunities to support both planned and unplanned shift cover. These additional hours help us maintain the exceptional service and support our residents expect.

At Vita Student, we create more than premium student accommodation; we create unforgettable experiences for a global community of ambitious students.

From industry-leading spaces and first-class services to vibrant communities and exceptional support, everything we do is designed to help our residents thrive. Our residences are home to students from around the world, and we're proud to provide an environment where they can live without limits and focus on achieving their ambitions.

We are looking to appoint a night-time Customer Service Assistant to play a key role in creating an exceptional home-away-from-home experience for residents. Combining outstanding customer service with hands-on facilities support, this role helps maintain a safe, welcoming and well-presented environment throughout the night, ensuring the high standards synonymous with Vita Student are consistently delivered.

Responsible for delivering a personalised and proactive resident experience, the night-time Customer Service Assistant supports the needs of a diverse global student community throughout the overnight period. From providing local knowledge and resolving enquiries to maintaining exceptional communal spaces and facilities, the role contributes to the seamless, five-star experience that sets Vita Student apart.

• Provide a warm, professional and welcoming reception experience for residents, guests and visitors.

• Build positive relationships with residents, creating an approachable and supportive environment.

• Respond confidently to resident enquiries, offering guidance, information and practical support.

• Take ownership of challenges and concerns, delivering effective solutions with a positive and proactive approach.

• Manage and organise parcel deliveries accurately, ensuring a smooth and efficient collection experience.

• Act as the first point of contact for incidents, emergencies or welfare concerns, following procedures and escalating appropriately when required.

• Help maintain a safe, secure and welcoming atmosphere across the residence throughout the night.

• Maintain the presentation, cleanliness and upkeep of the residence to exceptional standards.

• Carry out regular cleaning and presentation checks across communal spaces, ensuring environments remain welcoming, safe and resident-ready at all times.

• Complete routine building inspections throughout each shift, identifying, reporting and addressing potential hazards where appropriate.

• Conduct comprehensive block walks every 4-6 hours, surveying all areas of the building and accurately recording observations.

• Replenish resident amenities and refreshments, including coffee beans, tea, milk and vending machine products.

• Promote respectful use of communal facilities and address issues that may impact the resident experience.

• Maintain waste management areas in line with health and safety requirements, ensuring spaces remain clean, organised and hazard-free.

• Support the overall safety, operational readiness and presentation of the building during overnight hours.

An enthusiastic, proactive and service-focused individual who takes pride in creating exceptional experiences for others. Comfortable working independently and taking ownership during overnight hours, the successful candidate will combine outstanding customer service skills with a hands-on approach to maintaining the high standards expected within a premium student living environment. A positive attitude, strong sense of responsibility and genuine passion for people are essential.

• Experience delivering exceptional customer service within a hospitality, accommodation, retail, leisure or similarly customer-focused environment.

• A hands-on and proactive approach to maintaining clean, safe and welcoming spaces, with strong attention to detail and…