Role: Day Shift Leader- responsible for overseeing a team of 8 property service staff (Concierge, Housekeeper, Yard Persons, Security) Location: Hayes Hours of work: 4 on 4 off, Day Shift/ 7:00 - 19:00 (42 Hours per week) Duties & Responsibilities The Day Shift Leader will be based at the main Concierge area to provide the efficient and effective management of all aspects of estate Concierge, Security and CCTV management as well as ensuring clear communication both internally and with residents. Assist with recruitment, management and supervision of the in-house concierge, security team and Yardman, ensuring the Ballymore brand values are at the centre of our service provision. To provide a secure and safe environment for residents, commercial tenants, staff, as well as all parties visiting any commercial units or the estate. To be able to use a variety of software systems which are used to manage communication with residents and other stakeholders including use of the resident’s web portal and other portals for the purposes of managing the business. Maintain regular communication with Facilities Manager/SPM or Team, provide daily shift reports, monthly reports and meet formally as needed. To ensure the team on shift is conducting estate patrols and using Mytag and other reporting to provide daily patrols report to the estate Management Team. To ensure the team is conducting building patrols as part of their duties and acting to identify any shortfalls in service delivery. Assist the Senior Property Manager and Facilities Manager with the training and development of the Team. To ensure all members of the team are fully trained to cover concierge and FCC and rotation takes place. To ensure emails and b.life tickets are responded and close off promptly. To ensure incidents/accident and near miss reports are completed when necessary and shared with Management. Assist facilities manager and coordinate bi-annual fire drills. Be the first form of contact to residents in circumstances of security and safety, or general enquiries concerning the concierge services. To ensure all staff is fully trained on how to operate the CCTV system, BMS systems, access control/door entry, refuge and lift alarms and fire panel alarms and other security and safety systems as required. Build a positive and professional relationship with resident’s association, stake holders in the estate such as landlords, commercial tenants. Waking Watch coverage should the need arise – after seeking advice from the SPM/FM and BAML Health and Safety Manager. This would require constant patrolling of specified buildings/ areas of the development throughout your shift, and breaks would change to 15 minutes, every 90 minutes. Monitor and supervise soft service providers, ensuring that KPIs are met by the landscaper, cleaners and window cleaners. Operations You will work on a rota system with the other Shift Leader. Day to day responsibility for ensuring the integrity of the security/concierge operation in the Estate and throughout the extensive grounds, full management of the Concierge/FCC to ensure CCTV and associated infrastructure are operating efficiently and effectively within agreed parameters. Capable of leading the team in the absence of Senior Managers on day to day matters. Create, develop and review SOP’s and KPI’s under the leadership of Senior Managers; help write procedures, create documents and risk assessments in respect of all operations. Responsible for the provision of operating procedures for all security and concierge related activities. Undertake regular reviews of best practice in respect of operations in conjunction with service providers. Ensure the pools are tested as per SOPs and results recorded and discussed with FM Ensure the health club and residents area is regularly inspected and cleaned as needed. Staff Day to day responsibility for the management of the team. Ensure staff perform in line with their job specifications and that standard operating procedures are adhered to. Skills, Experience & Qualifications Good communication skills. Good understanding of the English language Good IT/Computer Skills Relevant Management experience. Leadership skills Ballymore operate as an equal opportunities employer