Department: Residential Estates ______________ Company: CW Wood Wharf Residential Staffco Limited ______________ Reporting to: Director - Operations (Residential) 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 Residential Building Manager has principle responsibility for the effective and efficient property and facilities management of the residential building, One Park Drive. The role will entail supervision of staff, contractors and other users of the buildings to ensure an exceptional quality of management is provided, commensurate within the leases and the management agreement signed. The Residential Building Manager will work alongside the Estate Management Team and is supported by the Canary Wharf Group senior team. The role may from time to time involve providing cover for other members of the site or management team. Annual Salary: £60,000 Closing Date: 29th October 2024 Main Responsibilities: MAIN RESPONSIBILITIES: Delivering effective service levels and acting as the representative towards Lessees, Sub-Tenants and Clients as appropriate, ensuring all areas and aspects of the development are fully presentable, serviced and properly maintained. This includes building and maintaining working relationships with the committee of any Residents Association and attending their meetings as appropriate. Direct supervision (where applicable) of the Concierge Team, and Cleaning Staff including recruitment, training, control of rotas (within statutory working limits), monitoring of on-going performance (in line with CWRML requirements), authorisation of leave / pay / benefits and disciplinary and grievance – including night attendance on a regular basis for contact and audit of staff on unsocial shift patterns. 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 CWRML 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. This includes regular residents meetings to keep them informed on all aspects of management. Attendance of neighbourhood meetings with the wider Wood Wharf community to ensure good relationships are maintained. Oversight of the customer portal through ensuring regular information is provided to residents, and that information displayed remains current and relevant. Management of this facility and the data displayed in line with the GDPR. Ensuring all Health and Safety obligations and Duty of Care are met effectively and that all routine checks are in place and carried out (to include regular auditing and setting of SLAs). To liaise with the Group Fire and Life Safety Manager and the Building Services Manager to ensure that the following procedures are implemented in accordance with the appropriate requirements: Tenant Fire Safety Plan. Maintenance and testing of all fire and life safety equipment. Compliance of conditions of the Buildings Fire Risk assessment. Compliance with current legislation and company requirements in respect of current “Health and Safety” Law. All statutory compliance and regulations. To promote and implement sustainability initiatives as directed by the Canary Wharf Group. To control and monitor the waste disposal and recycling operation of the building to ensure that the highest standards of hygiene are maintained at all times and in accordance with the wider Wood Wharf management strategy. To ensure that all incidents with insurance implications are reported to the Insurance Department and to progress the insurance incident report procedures and to keep all the relevant parties fully informed of progress. The appointment, monitoring and supervision of any authorised contractors instructed to carry out works on and around the development. Authorisation of payment and conflict resolution (including authorisation of instructions and invoices as appropriate within authorisation limits). Supervision of the Amenity Floors within the buildings, including the One Park Drive Health Club. Appointment and supervision of relevant maintenance contractors, service providers etc for these facilities in line with the budget. Provision of effective response to emergency queries out of normal office hours to include attending site if appropriate. 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 maintenance issues arising, or escalation of serious areas of concern and large works. Completion of thorough monthly inspection reports and audit of interim inspection reports as and when required. Effective cost and control review of expenditure and accounts, including setting of service charges and presenting accounts and monthly budget reviews. To manage the residential aspects alongside the estate, retail and commercial management teams, the Customer Services Team and the Canary Wharf Contractors Limited team to provide a seamless service to residents. To liaise with the estate management team on the operation of the grounds, loading bays, car park and storage lockers along with the infrastructure. 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. What We Require of You: A good overall education to ‘A’ Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths). Must possess a minimum of IRPM/TPI level 2. Basic knowledge of building maintenance systems. 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 Section 20 requirements. Working knowledge of Health and Safety to include COSHH and RIDDOR and carrying out risk assessments. Knowledge of anti-discrimination & equal opportunity legislation. Strong written and verbal communication skills. Willingness to undertake further training as required. Minimum of 2 years’ experience in a management position is essential. Service Charge budgeting, monitoring of expenditure and financial reporting for budgets exceeding £1 million. Experience of relationship management with RMC’s, RTM Co. and Resident Associations. Experience instructing and managing large contracts of work. Working in a high end customer service establishment. Overseeing additional life style management services (if applicable). 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. Excellent 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.