Concierge

Date Posted: 12/10/2021
Department: Residential 
Company: Canary Wharf Residential Management Ltd
Reporting to: Residential Building Manager

Job Summary:

The Concierge Team has principal 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 residents’ needs.

 
About Canary Wharf Group

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 7.7 million square feet of office space, 0.9 million square feet of retail and over 1,000 build-to-rent apartments.

CWG is the largest sustainable developer in the UK with over 10 million square feet of sustainable certified buildings. CWG 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/play 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 £2.4bn construction activity is composed of 500k square feet of commercial properties and over 1,750 new homes for sale and rent.

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:

Excellence: Commit to achieving the best with integrity

Collaboration: Make us 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

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.
  • To liaise with the estate management team on the operation of the car park and allocation and management of storage lockers.
  • 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 Residential Building Manager – Wood Wharf.
  • Interface and build relationships with Lessees, residents and their Representatives.
  • Work closely with the Residential Management Team and Estate Management Team, Head Office and Sub-Contractors.                                                                      

What We Require of You

  • Previous experience in a High End Residential or hospitality environment providing excellent customer service is essential.
  • Must be qualified to GCSE level as a minimum (to include English & Maths). It would be an advantage to hold NVQ Level 3 or 4 standard or equivalent, or IRPM Level 1, 2 or 3.
  • An understanding of the principal aspects of legislation relating to the management of Residential Property Law.
  • Able to understand complex legal documentation e.g. Leases.
  • Working knowledge of Health and Safety requirements and legislation to include COSHH and RIDDOR and carrying out risk assessments, a Health & Safety qualification e.g. NEBOSH would be desirable.
  • 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, and to undertake further training as required.

To achieve our company vision, mission and values, there are core responsibilities within each job role that helps us provide a consistent, safe and effective approach, whilst improving the service that we deliver.

All staff shall:

  • Adhere to our Health, Safety, Quality and Sustainability requirements as detailed in our policies within our Integrated Management System. The latest documents including relevant procedures and forms can be found on SharePoint, with Trade Contractor and Consultant related documents on Asite.
  • Act responsibly, and take care of yourselves and others. Follow all necessary precautions, guidance and instructions when conducting, supervising or managing a task. Further details regarding Health & Safety are set out in the Health & Safety Policy, within our Employee Handbook and are available within our health and safety management system located on SharePoint.
  • Protect the environment and reduce our environmental impacts through reducing energy use and minimising waste produced onsite. Staff should adhere to the procedures in our environmental management system. Relevant documents are located on SharePoint.

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

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