JOB SUMMARY
Department: SBP Residential ______________. Company: Canary Wharf Residential Management Limited ______________. Reporting to: Manager - Front of House ______________.
Our Concierge team serve as the first point of contact for residents and visitors, ensuring a welcoming and secure environment within the residential building. This role is responsible for delivering exceptional customer service, managing front desk operations, and assisting with resident inquiries and requests.
Wood Wharf is one of London's newest neighbourhoods, it's a place designed for collaboration and innovation, a place to put down roots and create a home. Those who settle at One Park Drive, Ten Park Drive and 8 Harbord Square are a part of a prospering community bustling with residents, located alongside the water's edge, and surrounded by culture and creativity, Wood Wharf offers everything needed to support a fulfilling and vibrant lifestyle.
Salary: £35,937
MAIN RESPONSIBILITIES
- To provide courteous, professional, efficient service at all times, as per the Company's standards. To ensure that guests are offered a service that catered towards their individual needs.
- To have a comprehensive knowledge and capability to perform all duties and tasks in the assigned place of work.
- To put in place and monitor effective procedures for the residential management team, including front of house services, supervision of contractors etc. in conjunction with the residential team (in line with CWML procedures where appropriate).
- Direct liaison and communication (ensuring exceptional levels of customer service) with residents, leaseholders and their agents, identifying areas of concern, issuing correspondence and resolving day to day management and maintenance matters.
- Understanding and navigating the customer portal to ensure information is provided to residents, and that information displayed remains current and relevant.
- Responsible for carrying out daily Health and Safety and Security checks, (after initial training has been given), to ensure the build is clean and free from Health and Safety hazards. To include responsibilities for essential keys audit, filing documents, replenish waiver and other forms/stationary for day colleagues.
- Responsible for the day to day operation of the from desk ensuring that the area is manned and immaculate at all times. This may include occasionally cleaning your area of work, dusting desks and cleaning floors in the absence of the cleaning team.
- To promote and implement sustainability initiatives as directed by the Canary Wharf Group.
- The regular inspection and audit of all areas of the development, keeping detailed and accurate records of such. To include prompt rectification of cleaning and escalating maintenance issues where necessary.
- To liaise with the estate management team on the operation of the car park and allocation and management of storage lockers.
- Responsible for ensuring that cleaning and operative staff are directed appropriately (where there is an immediate issue to resolve - cleaning/escorting deliveries etc.).
- To carry out other reasonable duties as instructed and directed as required.
PERSON SPECIFICATION
- Previous experience in residential property (private rented preferred), hospitality or customer service sectors is essential.
- Excellent communication and interpersonal skills displaying understanding of residents' needs.
- Good level of computer literacy using Microsoft Word, Excel and Outlook.
- High standard of written and spoken English, additional language skills are of benefit.
- Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
- Flexibility and adaptability.
- A sense of humour and plenty of energy and enthusiasm.
- Problem solving, well organised and ability to work well under pressure.
- Well-groomed and of smart appearance.
HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality man
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