Customer Service Assistant

Customer Service Assistant, Newcastle, Westgate Overnight Shift Patterns & Duties

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

Permanent, part-time. A minimum commitment of 27 hours per week

A combination of weekdays and weekends; flexibility is required throughout the week

Between 9pm - 6am

We offer overtime opportunities to support both planned and unplanned shift cover. These additional hours help us maintain the exceptional service and support our students 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 students 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 an Overnight Customer Service Assistant to play a key role in creating an exceptional home-away-from-home experience for students. 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 Overnight Customer Service Assistant combines customer service, reception, resident support, facilities management and building operations to ensure our students receive a seamless experience around the clock, supporting the needs of a diverse global student community throughout the night 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 students, guests and visitors.
• Build positive relationships with students, 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…