Date Posted: 09/11/2020

Location: Canary Wharf, E14

Department: Residential Management

Reporting to: Head of Residential Management

Graduate Role in Residential Management

Job Summary: Based in our head office, this role would support the residential teams working in our Wood Wharf and Southbank Place developments to deliver 5-star service to our customers.  The main purpose of the role is to ensure residents within our residential buildings experience the best possible customer service and to assist in the handover of the buildings from construction to an occupied space.

Main Responsibilities

  1. To assist with day to day management of the residential leasehold buildings, including Service delivery and customer liaison; handover, training and snagging of the building systems and areas; staff and contractor management; service charge budgeting and accounting; oversight of Health & Safety.
  2. Act as the first point of contact for residents for all queries in relation to their service charge or enjoyment of their property and communal areas. Take accurate messages for members of the team and ensure all records are kept updated.
  3. Be knowledgeable on apartments and systems so that any new tenants can troubleshoot over the phone.
  4. To assist residents with licence applications and work with the wider residential team to ensure residents comply with their lease conditions.
  5. To assist in the collection of residential charges including oversight of the demand of service charges and arrears procedure.
  6. Assist in monitoring any defects or problems and assist in resolution with the wider residential team.
  7. To assist with building management functions including liaison with sub-contractors over maintenance works, oversight of cleaning and soft service contracts, arrangement of resident events etc. To raise works orders and issue works permits and check RAMS in conjunction with the building managers.
  8. Assist with concierge functions and provide input and oversight of rotas, training and audits of procedures.
  9. To assist in writing and supervising procedures for the residential team both onsite and in head office and ensure compliance with the wider CWML quality system.
  10. To assist in monitoring and tracking Health and Safety actions from Fire Risk Assessments and ensuring that statutory legislation is adhered to.
  11. Chase up and close out of all defects reported. Record statuses add comments and update allocated tickets of completion. Contact customers to confirm defects are closed out and ensure they are satisfied.
  12. Assist the team in snagging the communal areas in any new buildings.
  13. Any other reasonable duties as requested by the Management team.
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 recent graduate (within the last two years) with an interest in developing a career in Property Management. Ideally, graduated with a degree in Property Management, Real Estate, Building Services or Asset Management.
  2. Driven to develop as a Property Management graduate through continued learning and real-world exposure across Residential Management.
  3. Up-to-date knowledge of Property news.
  4. Good communication skills with a focus on delivering a strong customer service ethos.
  5. Ability to work autonomously and manage projects/tasks through their lifecycle to completion.
  6. Good organisational skills with the ability to manage multiple tasks and working to deadlines.
  7. Logical and patient approach to problem solving.
  8. Prepared to work flexibly.

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: People & Development Department, Canary Wharf Group plc, One Canada Square, Canary Wharf, London, E14 5AB.

Closing date for applications is Friday 8 January 2021