Date Posted: 29/07/2020

Department: Residential

Company: Canary Wharf Residential Management Ltd

Reporting to: Residential Building Manager – Wood Wharf

Assistant Residential Manager

Job Summary: The role will entail supervision of staff, contractors and other users of the buildings to ensure an exceptional quality of management is provided, ensuring that both One and 10 Park Drive are run efficiently and with the highest level of customer service to our residents.

The Assistant Residential Manager will work for the Residential Building Manager with specific responsibility for the management of planned maintenance and repairs for all mechanical and electrical equipment within One and 10 Park Drive, ensuring that the equipment is maintained in line with the warranties and operating manuals.  The role will also involve providing cover for other members of the site or management team during holidays and absences.

Main Responsibilities

  1. 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.
  2. To deputise in the absence of the Residential Building Manager in times of annual leave/sickness, ensuring the development remains compliant and reporting levels maintained.
  3. Develop and monitor new initiatives, including training and standardisation or procedures ensuring best performance of the teams at Park Drive.
  4. To ensure that all CWRML buildings’ electrical, mechanical, HVAC and general services equipment are maintained in accordance with the agreed specifications and all such services always operate efficiently.
  5. To prepare and implement planned and unscheduled maintenance programmes using the given computerised database for the relevant plant and equipment.
  6. Direct supervision (where applicable) of the Facilities Team and Cleaning Team (where employed or contracted) including recruitment/contract tender, training, control of rotas (within statutory working limits), monitoring of ongoing performance (in line with CWRML requirements), authorisation of leave / pay / benefits and disciplinary and grievance – including night attendance when required for contact and audit of staff on unsocial shift patterns.
  7. The specification of works and tendering of contracts for both internal and external maintenance contracts across the residential buildings.
  8. The appointment, monitoring and supervision of any authorised contractors instructed to carry out works on and around the development including overseeing the issuing of Works Permits and checking Risk Assessments and Method Statements for all works, and signing to confirm works are completed in line with the specification. Authorisation of payment and conflict resolution (including authorisation of instructions and invoices as appropriate within authorisation limits).
  9. To put in place and monitor effective procedures for the residential management team, including supervision of contractors etc in conjunction with the residential team (in line with CWRML procedures where appropriate).
  10. To carry out daily quality checks of all common areas and areas managed by CWRML and to proactively address all issues.
  11. 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.
  12. Attendance of neighbourhood meetings with the wider Wood Wharf community to ensure good relationships are maintained.
  13. Assisting the Residential Building Manager in updating the customer portal (Dwellant) 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.
  14. 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).
  15. To liaise with the Group Fire, Safety & Environment Manager and the Residential Building Manager to ensure that the following procedures are implemented in accordance with the appropriate requirements.
  16. Regular review of the Tenant Fire Safety Plan.
  17. Testing of all fire and life safety equipment and arranging maintenance when required.
  18. Compliance of conditions of the Buildings’ Fire Risk assessment including the closing out of action points raised.
  19. Compliance with current legislation and company requirements in respect of current “Health and Safety” Law.
  20. All statutory compliance and regulations.
  21. To control, monitor and implement the agreed procedures in respect of water treatment.
  22. To place contracts, monitor and record the energy/fuel and services costs across the landlord supplies and to analyse and look for efficiencies. Contracts should be placed in line with Canary Wharf Group guidelines for Green Energy.
  23. To promote and implement sustainability initiatives as directed by the Canary Wharf Group.
  24. To control and monitor the waste disposal and recycling operation of the building to ensure that the highest standards of hygiene are always maintained and in accordance with the wider Wood Wharf management strategy.
  25. 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.
  26. Appointment and supervision of relevant maintenance contractors, service providers etc for the amenity spaces in line with the budget.
  27. Provision of effective response to emergency queries out of normal office hours to include attending site if appropriate.
  28. To maintain up to date records and to ensure the accessibility of all service manuals, drawings, contractual obligations including fire testing, commissioning certificates and sub-contract details.
  29. Completion of thorough monthly inspection reports and audit of interim inspection reports as and when required.
  30. Effective cost and control review of expenditure and accounts, including input into the setting of service charges.
  31. 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.
  32. To liaise with the Estate Management team on the operation of the grounds, loading bays, car park and storage lockers along with the infrastructure.
  33. To carry out other reasonable duties and training as instructed or required by the business.

Areas of Responsibility/Accountability

  1. Responsible for the maintenance and repair of all landlord’s mechanical and electrical equipment in One and 10 Park Drive and the provision of services as defined by the residential management agreement, plot leases and sales literature.
  2. Assist with tendering and placement of maintenance contracts, checking of risk assessments and method statements, issuing of permits, and sign off works.
  3. Responsible for cost control (against cost estimate) for the maintenance costs.
  4. Responsible for the control of the concierge team rota, staffing costs, booking cover and arranging overtime where required.
  5. Coordination with the Estate Management and Customer Services Teams to provide a seamless service to residents.
  6. Assist with the development of activities and functions on the development and promote to residents and stakeholders of Park Drive.
Health Safety & Welfare, Environmental and Quality Management Responsibilities
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 Responsibilities
All Staff are required to follow the Canary Wharf Group plc (CWG) Environmental Policies for minimisation of waste and effective energy management as defined in the CWG Environmental Manual and associated documents.

Quality Management Responsibilities
All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedure; Plans and Forms within InfoBase are effectively implemented to meet the set ISO 9001 Quality Management Standard.

Person Specification
  1. A good overall education to ‘A’ Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths).
  2. Experience in supervisory or managerial role within a high-end customer service establishment, together with a flexible, innovative and hands-on approach.
  3. Health & Safety Qualification, e.g. NEBOSH, IOSH.
  4. Hold the relevant IRPM qualification, or willingness to obtain within the first year.
  5. Basic knowledge of building maintenance systems.
  6. An understanding of the principal aspects of legislation relating to the management of Residential Property Law.
  7. Able to understand complex legal documentation e.g. Leases.
  8. Knowledge of Health & Safety to include COSHH and RIDDOR, carrying out risk assessments and issuing permits to work.
  9. Experience of assisting with budget management.
  10. Knowledge of Section 20 requirements.
  11. Working knowledge of Health and Safety requirements and legislation.
  12. Knowledge of anti-discrimination & equal opportunity legislation.
  13. Excellent communication skills.

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 or send your cv and covering letter to: Personnel Department, Canary Wharf Group plc, One Canada Square, Canary Wharf, London, E14 5AB.

Closing date for applications is Wednesday 12 August 2020