Department: Residential Estates ______________ Company: CW Wood Wharf Residential Staffco Limited ______________ Reporting to: Manager - Front of House Our Culture and Values: Working at Canary Wharf Group means working for a forward thinking, collaborative team. We hire staff who strive to make a difference and achieve the highest standards. Everyone is empowered to make a difference and our ethos encourages everyone to think like an owner. Our business puts our customers and people at the heart of everything, we work to meet their needs and exceed expectations. Our mission is to empower our people, engage our communities and create sustainable places. Our values help us achieve exceptional results: Excellenc e: Commit to achieving the best with integrity Collaboration: Make use of our vast experience and knowledge to work effectively together Engagement: Develop our people, our communities, our stakeholders and our suitable environment and be exceptional while respecting others Ownership: Take responsibility and pride in what we deliver. Everyone has the opportunity to make a difference. Innovation: Embrace change and encourage innovation Job Summary: The Concierge Team has principle responsibility for the smooth running and day-to-day operation of the front desk. To consistently deliver excellent customer service to the residents in conjunction with Canary Wharf Group standards, procedures and policies, catering the service towards to resident’s needs. Annual Salary: £33,548 Closing Date: 6th November 2024 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. Ensuring all Health and Safety checks are completed, daily (after initial training has been given). To ensure that the front desk is immaculate at all times. This may include occasionally cleaning your area of work, desk dusted and floors cleaned 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. To carry out other reasonable duties as instructed and directed as required. 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 & Procedures, and the Health Safety & Welfare Manual. ENVIRONMENTAL RESPONSIBILITIES All staff are required to follow the CWG environmental policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans. QUALITY MANAGEMENT RESPONSIBILITIES All staff are required to comply with the CWG ISO9001 certified Quality Management System and the requirements detailed within Company Quality Manual, Policies and Procedure. AREAS OF RESPONSIBILITY / ACCOUNTABILITY Responsible for the day to day operation of the front desk, ensuring that the area is always manned and clean. Responsible for carrying out daily checks to ensure the build is clean and free from health and safety hazards. Responsible for ensuring that cleaning and operative staff are directed appropriately (where there is an immediate issue to resolve – cleaning / escorting deliveries etc). What We Require of You: A good overall education to GCSE level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths). An understanding of the principle aspects of legislation relating to the management of Residential Property Law. Able to understand complex legal documentation e.g. Leases. Knowledge of Health & Safety to include COSHH and RIDDOR and carrying out risk assessments. Working knowledge of Health and Safety requirements and legislation. Excellent communication skills. Willingness to undertake further training as required. Previous experience in High End Residential or hospitality for a minimum of 1 year (or other relevant experience). Working in a high end customer service establishment. Overseeing additional life style management services (if applicable). Experience working as part of a team. Able to work to deadlines in a pressurised environment. Ability to manage own time and multiple tasks effectively, working autonomously and using own initiative. Commitment to teamwork and ability to function as part of a team. Ability to communicate effectively, verbally and in writing, and to understand and produce materials of a professional nature in line with required deadlines. Ability to form positive relationships with and between residents, staff, contractors, representatives of outside agencies and other Canary Wharf Group employees. Able to build a rapport and to maintain objectivity when dealing with residents and to maintain a courteous and professional attitude in all situations. Good knowledge & understanding of I.T. including email and Microsoft Office Suite (Word, Excel, PowerPoint). Willingness to be adaptable and to accept the evolution of the role as the estate develops. What We Offer: Diversity and Inclusion: We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential. Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent. Learning and Development: At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth. Other Benefits: We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs. If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online. Early applications are encouraged as we reserve the right to appoint at any point.