Residential Building Manager

Date Posted: 15/11/2021
Department: 10 George Street
Company: Vertus Residential Management
Reporting to: Manager – Operations

Job Summary:

The Residential Building Manager has principle responsibility for the effective and efficient property management of the residential buildings known as 10 George Street & 8 Water Street. 

The role will entail supervision of staff, contractors and other users of the buildings to ensure an exceptional quality of management is provided. Also acting as the main point of contact for the residents living in the building.

The Residential Building Manager will work alongside the Manager – Operations and is supported by the Vertus Senior Management team.  The role may from time to time involve providing cover for other members of the site or management team. 

Who is Vertus?

Vertus is part of the Canary Wharf Group, one of London’s great landlords. Over the last 30 years the Group has serviced the world’s blue chip corporate and retail tenants whilst undertaking the design, construction and management of the ever-growing Estate.

Canary Wharf Group has built this reputation by providing exceptional service through estate management, building management, public space management and security.

The Vertus team will manage all aspects of the Build to Rent assets on the Estate, as well as the initial management during the final construction programme and handover period.

The team will be based on site and will be comprised of a core group of experienced specialists and individual building management members, dedicated to the lettings and management of both the building and the apartments. This team will have a comprehensive track record of delivering excellent service and will be dedicated to meeting the needs of their customers and residents.

The Vertus team will be dedicated to providing a superlative service to residents, 24 hours a day and 365 days per year.

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

  • Delivering effective service levels and acting as the representative towards 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 all Residents.
  • Direct supervision (where applicable) of the Concierge Team and Cleaning Staff including monitoring of on-going performance (in line with CWML requirements) – including night attendance on a regular basis for contact and audit of staff on unsocial shift patterns.
  • 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 Vertus team (in line with CWML procedures where appropriate).
  • Direct liaison and communication (ensuring exceptional levels of customer service) with residents, 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.
  • Oversight of the customer portal and information screen in lift lobby 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.
  • 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).
  • To liaise with the Group Fire and Life Safety Manager and the Manager – Operations to ensure that the following procedures are implemented in accordance with the appropriate requirements:
    • Tenant Fire Safety Plan
    • Maintenance and testing of all fire and life safety equipment
    • Compliance of conditions of the Buildings Fire Risk assessment
    • Compliance with current legislation and company requirements in respect of current “Health and Safety” Law.
    • All statutory compliance and regulations
  • To promote and implement sustainability initiatives as directed by the Canary Wharf Group.
  • To control and monitor the waste disposal and recycling operation of the building to ensure that the highest standards of hygiene are maintained at all times and in accordance with the wider Vertus management strategy.
  • 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.
  • The appointment, monitoring and supervision of any authorised contractors instructed to carry out works on and around the development. Authorisation of payment and conflict resolution (including authorisation of instructions and invoices as appropriate within authorisation limits).
  • Supervision of the Residential Health and Fitness Facility, including supervision of relevant maintenance contractors, service providers etc.
  • Provision of effective response to emergency queries out of normal office hours to include attending site if appropriate.
  • 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 maintenance issues arising, or escalation of serious areas of concern and large works.
  • Completion of thorough monthly inspection reports and audit of interim inspection reports as and when required.
  • Effective cost and control review of expenditure and accounts, including presenting accounts and monthly budget reviews.
  • To manage the residential aspects alongside the estate, retail and commercial management teams and the Canary Wharf Contractors Limited team to provide a seamless service to residents.
  • To liaise with the estate management team on the operation of the car park and storage lockers along with the infrastructure.
  • To carry out other reasonable duties as instructed and directed as required.
  • Monitoring and chasing of Resident arrears in line with timelines as set in the SOPs ensuring payments are received at the earliest point and to reduce the risk of legal proceedings.
  • To conduct routine bi-yearly visits to occupied apartments for the purpose of ensuring compliance with the obligation of tenancy agreements and action any maintenance issues or areas of concern.
  • Oversee the end of tenancy process and deposit release ensuring the turn around of apartments is dealt with efficiently to reduce void periods.
  • Send ad hoc communications to Residents to ensure compliance with obligations of tenancy agreements.
  • Management of inventory check in and check outs ensuring sufficient documentation of the condition of the apartments at the beginning and end of tenancies.

Areas of Responsibility:

  • Responsible for residential property management delivered on site and provision of services as defined by the residential management agreement and leases.
  • Responsible for cost control (against cost estimate) and support to preparation of accounts.
  • Responsible for the control of staffing costs.
  • Management supervision of all staff dedicated to the residential management operation of 10 George Street & 8 Water Street.
  • Coordination with the Estate Management and Customer Services Teams to provide a seamless service to residents.

Key Interfaces:

  • Residents and their Representatives.
  • Vertus Lettings Team, Vertus Facilities Management Team and Estate Management Team.
  • Head Office.
  • Sub-Contractors.

What We Require of You

  • A good overall education to ‘A’ Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths).
  • IRPM level 1 or 2
  • Basic knowledge of building maintenance systems.
  • 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.
  • Budget management.
  • Knowledge of Section 20 requirements.
  • Working knowledge of Health and Safety requirements and legislation.
  • Knowledge of anti-discrimination & equal opportunity legislation.
  • Excellent communication skills.
  • Willingness to undertake further training as required.
  • Previous experience in High End Residential Property Management for a minimum of 2 year (or other relevant experience).
  • Monitoring of expenditure and financial reporting for budgets.
  • Minimum of 2 year experience in a management position is essential.
  • Experience of relationship management with RMC’s, RTM Co. and Resident Associations.
  • Experience instructing and managing large contracts of work.
  • Working in a high end customer service establishment.
  • 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.
  • Excellent 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.
  • Experience of Mobilising a new build or opening of a development / operation is desirable.
  • Experience at writing procedures is highly desirable.
  • It will be advantageous for the incumbent to have Health & Safety Qualification, e.g. NEBOSH, IOSH.
  • A basic understanding of Company Law and Company Accounts would be an advantage.
  • SIA Licence holder is desirable.
  • It will be advantageous for the incumbent to be multilingual.

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.

Early applications are encouraged as we reserve the right to appoint at any point.

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