Date Posted: 30/04/2019

Department: Residential

Company: Canary Wharf Management Ltd

Location: Southbank Place, London, SE1

Reporting to: Residential Manager


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.

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

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).

Key Interfaces:

  • Lessees, Residents and their Representatives.
  • Braeburn Estates Management Company Limited and Braeburn Estates LLP representatives.
  • Residential Management Team and Estate Management Team.
  • Head Office.
  • Sub -Contractors
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

Knowledge, Qualifications, Training


  • 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


  • Health & Safety Qualification, e.g. NEBOSH, IOSH
  • SIA License
  • A basic understanding of Company Law and Company Accounts would be an advantage
  • IRPM level 1 or 2
  • Basic knowledge of building maintenance systems
  • Knowledge of Health & Safety to include COSHH and RIDDOR and carrying out risk assessments.



  • 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

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 Friday 24 May 2019