Job Description

Job Title:

Customer Service Assistant

Location:

Southall & Soul

Reporting to:

Front of House Manager

The Package

Hours: Monday to Friday, full-time. Shift patterns of 8:00am-5:00pm or 11:00am-8:00pm. Location: 27 Uxbridge Road, Hayes, UB4 0JN Perks & Benefits: Complimentary access to spa, gym, and wellness amenities, plus access to weekly community events (subject to Reception cover and FOH Manager approval). Salary 31,000 to 34,000 based on experience.

Who We Are

Southall?&soul is a vibrant community?focused living destination in West London that reimagines urban life by combining beautifully designed private studios with extensive shared spaces, wellness programming, and a deep sense of belonging. Nestled in the culturally rich neighbourhood of Southall, our space blends comfort, creativity, and connection under one roof. With 11 floors of thoughtfully styled studio?style bedrooms and over 19,000?sq?ft of shared amenities including wellness areas, co?working studios, creative spaces, and a lively events programme we support personal wellbeing, community growth, and meaningful connections for everyone who stays or works here.

Why Work With Us

At Southall &soul, we believe great spaces are built by great people. We're a community-first environment where members feel supported, welcomed, and at home and where our team feels the same.

You'll be part of a collaborative, people-focused workplace that values care, consistency, and clear processes. We take pride in doing things properly, supporting one another, and creating a calm, well-run environment where everyone can do their best work.

We invest in our team through training, clear expectations, and opportunities to grow. Your ideas, attention to detail, and commitment to service genuinely matter here and you'll see the impact of your work every day in the experiences of our members.

If you enjoy working in a role that balances customer service, operational excellence, and community connection, Southall &soul is a place where you can build meaningful experience and be part of something that feels purposeful and human.

Key Responsibilities

Member & Guest Experience

Greet members, guests, and visitors warmly, verify ID, process payments where required, and introduce them to our space, services, and key information. Deliver smooth, efficient check-ins and check-outs, including inspections, deposit handling, and friendly farewells. Build positive, ongoing relationships with members, ensuring expectations are met and experiences feel personal, welcoming and consistent. Respond to enquiries and concerns with empathy and clarity, resolving where possible and escalating more complex matters to the FOH Manager or GM as needed. Follow up on issues to ensure members feel heard, supported and satisfied with outcomes. Be a calm, supportive presence at Reception. Offering guidance, community knowledge and safeguarding awareness at all times. Share updates on events, activities, and community initiatives, encouraging engagement and a strong sense of belonging.

Reception Administration

Manage bookings, room moves, onboarding, renewals, and booking related administration using internal systems. Complete daily check-in and check-out tasks in line with timelines, compliance requirements, and checklists. Keep all member and guest records accurate and up to date, including agreements, payments, documentation and signed policies. Track data across master trackers and cloud systems to support reporting, audits, sales activity, and operational consistency. Respond to calls, emails, and live enquiries in a timely, professional, brand aligned manner. Support Sales with internal room tours, onboarding assistance and renewal processes and rent chasing. Assist with event planning administration, resident communications and internal notices. Record, bag, and store lost property strictly in line with policy and data protection requirements. Carry out any additional administrative tasks requested by the FOH Manager, GM, or Community Lead.

Operational Support

Monitor Reception and communal supplies, flagging when stock requires replenishment. Maintain high presentation standards across Reception and shared spaces. Report and escalate maintenance issues promptly. Coordinate closely with Housekeeping and Maintenance to ensure rooms meet readiness, safety and quality standards prior to occupancy. Register visitors, guests, contractors, and suppliers using approved sign-in processes in line with health & safety, compliance and security policies. Support Reception operations such as parcel handling, shuttle bookings, sign-ins, and general enquiries. Ensure all Reception equipment (phones, iPads, radios, computers) are functional, secure, and fully charged. Review CCTV footage when authorised by the FOH Manager or GM, in line with GDPR and internal privacy guidelines.

Compliance, Safety & Communication

Adhere strictly to SOPs, daily checklists, and operational guidelines to ensure service consistency and regulatory compliance. Complete mandatory training including health & safety, safeguarding, data protection, and fire safety within required timeframes. Support audits, inspections, and compliance checks by maintaining accurate records and following established procedures. Escalate incidents, risks, or policy breaches promptly and appropriately in line with company protocols. Ensure contractor access, supervision, and documentation align with site safety and compliance standards. Provide clear, structured, and compliant handovers at the end of each shift. Stay up to date with operational updates, policy changes, and training to support a well-informed and aligned team. Ensure any new policies and procedures are carried out and raise any issues to FOH Manager.

What You'll Bring

Previous experience in customer service, hospitality, co-living, serviced apartments, hotels, or similar environments. Strong organisational and multitasking skills, with the ability to remain calm, compliant, and professional under pressure. A confident, approachable communication style with a genuine passion for service and community. Confidence handling sensitive or escalated situations with discretion and empathy. Sales awareness and comfort supporting tours, renewals, and occupancy targets. Computer skills and confidence using booking, admin, and property management systems. High attention to detail, accountability, and a proactive, team-first mindset. Independence, reliability, and a desire to learn, grow, and contribute positively to the community.
Job Type: Full-time

Pay: 31,000.00-34,000.00 per year

Benefits:

On-site gym On-site parking
Work Location: In person