Working in one of London's most prestigious residential garden squares, this role will allow you to lead a team of highly dedicated concierge to provided services to some of our key, high-profile customers and ensure the team proactively own these customer relationships. Thriving in a customer facing role, you will be the point of escalation for our customers on Eaton Square. You will put the customer at the heart of all you do and will help develop the team and services we provide. You will collate and share valuable insights with the wider Eaton Square team and will have a key role in ensuring that we exceed our customers' expectations. Key Responsibilities: Leading, developing and enhancing the Eaton Square concierge team. Leading on the weekly rota to ensure that suitable cover is in place to deliver an effective concierge service for our customers. Being the first point of contact for the team and supporting these issues to a resolution. Eaton Square Grosvenor lead on the contract management of supporting service partners, such as the Security and repairs and maintenance - ensuring that the services continue to deliver for our customers. Ensuring that the rota always provides a minimum level of service to our customers. Create and deliver customer focused training for the team to ensure we continually improve the level of service we provide our customers. Propose and deliver additional services that we can provide to enhance the customer experience. Ensuring customers receive advance communication of disruptive works in good time to ensure there are no surprises, this can include communicating and supporting vulnerable adults. Building trust with our customers, capturing important feedback from our customers Key Requirements: Experience leading a concierge team, ideally in a high-end and customer focussed position, Experience in managing customer expectations, sometimes with high-profile and challenging situations. Some basic understanding of maintenance tasks, overseeing suppliers and their management. Experience in leading a high-end, customer focussed team, ideally in a concierge type role. Experience in managing high-profile customers and managing challenging situations. Experience in customer service and supporting the development of the team to exceed the customers expectations. Strong communicator, with the ability to work with a wide range of people (Property Manager / Facilities manager / Asset managers / Contractors. Enhanced DBS We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on grosvenor.recruitmentgrosvenor.com to discuss. Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail, please contact grosvenor.recruitmentgrosvenor.com To apply for this job please click on "Apply". To begin your application you will be asked to create an account. Please carefully read our Recruitment Privacy Notice before proceeding with an application. The privacy notice sets out how Grosvenor obtains, uses and protects the personal information which you provide to us. You can read the notice here - https://www.grosvenor.com/legal/recruitment-privacy-notice