Location
Chapter London Bridge

Hours
Night shifts

Salary
Negotiable

About the Role
As a Night Team Leader at Chapter London Bridge, you will play a vital role in delivering a safe, secure, and exceptional living experience for our residents during overnight hours. Leading by example and upholding our core values, you will manage front-of-house operations, supervise onsite security routines, provide outstanding customer service, and support basic maintenance and emergency responses.

Key responsibilities include acting as a role model by demonstrating core values and leading overnight shifts; providing reception, administration, and exceptional customer service and safety support including key management and handling lockouts; supervising onsite security teams, overseeing surveillance and patrols, identifying and resolving safety hazards, and handling complaints such as noise and prohibited substance use.

You will induct new security team members on company policies and procedures, ensure all relevant policies are effectively actioned including guest procedures and out-of-hours check-in/out, respond to booking enquiries, and support sales conversations or handovers to ensure full occupancy.

Supporting social events and activities to encourage resident engagement, preparing and delivering timely communication between day and night teams, and providing decisive responses to customer complaints and disputes are also key aspects of the role.

Managing common amenity areas to maintain exceptional presentation standards by undertaking or delegating minor cleaning tasks, performing general administration duties, and addressing minor maintenance issues including lock and key management, basic heating and power supply investigations, and leak isolation.

You will ensure a safe and secure environment at all times, respond to safety and maintenance-related calls, maintain incident logs, and liaise with emergency services as required. Maintaining positive community relationships with neighbors, local authorities, and emergency services is essential.

Adherence to Health and Safety, Data Protection, and compliance policies is mandatory, along with conducting and logging room and communal area inspections. A flexible approach to work and willingness to undertake reasonable duties as requested is expected.

This role involves working closely with Community Managers, Regional Operations Managers, and Corporate Support Teams including HR, Finance, Systems, Sales & Marketing, Health & Safety, and Capital Projects.

Experience
Significant experience in a similar accommodation, hospitality, leisure, or reservations/membership environment with excellent customer service skills.

About you
Self-motivated with the ability to work autonomously and take ownership while being a strong team player. Organised with the ability to multitask, prioritise, and maintain high accuracy and attention to detail. Fluent in English, both verbal and written, with good numerical skills. Self and culturally aware, able to adapt communication and negotiation skills to suit different audiences. Flexible and adaptable to thrive in a fast-paced, changing environment. Enthusiastic about delivering an exceptional experience and continuously improving personal and team knowledge.

Qualifications
Good general education and proficiency in Microsoft Office packages including Word, Excel, and Outlook. Knowledge and understanding of UK Health and Safety policies, preferably with recognised training such as IOSH or NEBOSH.