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Department: Residential Estates ______________ Company: CW Wood Wharf Residential Staffco Limited ______________ Reporting to: Manager - Operations & Facilities ______________ JOB SUMMARY The Concierge Team has principal responsibility for the smooth running and day-to-day operation of the front desk during the day time period. 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: £33,384. MAIN RESPONSIBILITIES 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/stationery. 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. 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. WORKING RELATIONSHIPS Reports to Manager – Front of House. Interface and build relationships with Lessees, residents and their Representatives. Work closely with the Residential Management Team and the Estate Management Team. 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 Procedures. PERSON SPECIFICATION PERSON SPECIFICATION Previous experience in residential property, 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, adaptability and willing to go extra mile. 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 management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard. COMPANY VALUES Commit to Excellence Act with integrity and deliver high performance Put our customers at the heart of what we do Resolve issues by providing high quality solutions Foster Collaboration Find opportunities to collaborate with others across the business to achieve shared goals Encourage inclusive networks and treat others with respect and fairness Use knowledge to work effectively with suppliers / contractors to meet shared goals Encourage Engagement Confident in making decisions appropriate to the role Learn from mistakes and listen to constructive feedback to improve performance Prioritise safety and actively support community, wellbeing and sustainability programmes Take Ownership Take pride in delivering high quality service which exceeds expectations Committed to opportunities for self-development Take responsibility for my own performance and look for ways to improve Embrace Innovation Embrace change and innovation Proactively suggest ways to improve our business and encourage others to share ideas See new challenges as opportunities to deliver effective change 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. Please let us know about yourself so we can stay in contact for future job openings! Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 9 million square feet of mixed-use space and over 1,100 Build to Rent apartments. CWG is the largest sustainable developer in the UK and also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009. CWG has created a 24/7 city where people can live, work and thrive on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk. The Company’s current £2bn construction activity and pipeline includes more than 500k sq ft NIA of commercial properties and over 2,300 new homes for sale and rent.