Responsible for the recruitment, on-boarding and training of the Concierge team for each of the Vertus buildings.

Acting as the main point of contact and Line Management for the Concierge team across the 3 Vertus buildings undertaking all probation, mid and end of year appraisals and having regular catchups with all team members.

Ensuring unparalleled levels of service are being delivered to all residents and their guests and always making the site feel like their home.

Updating and distributing shift rotas, organising cover for holidays and training.

Taking sickness/lateness calls for all Concierge teams and monitoring absence and lateness.

Monitoring the Concierge team ensuring consistently high levels of customer service are being delivered, duties are being completed and uniform and appearance guidelines are met.

Assisting with any complaints that arise and escalating as appropriate.

Organising overtime when required in line with operational budgets.

Updating Concierge SOPs and training documents.

Supporting the Concierge team with day-to-day duties on the desk as required.

Engaging with residents, building professional and caring supportive relationships.

Liaising with Building and Events Managers to support all building and community events.

Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.

Escalating any service or performance issues for immediate rectification with the central Helpdesk.

Providing local area information to residents.

Liaising with the Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.

Supporting residents at the point of moving in/out and administering checks.

Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.

Undertaking daily and weekly inspections of the building.

Access control management including fob programming and cancellation to agreed protocols.

Reporting and assisting with any cleaning issues as they arise.

Issuing and cancelling door entry fobs and maintaining access control databases.

Assisting with the coordination of day to day on-site services and sign-off in accordance with the central teams’ maintenance schedules.

Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with Vertus procedures

Establishing and developing working relationships with suppliers and contractors.

Day to day management of the amenity spaces including room booking coordination.

BringMe parcel management, including sign in and out of larger items for residents.

Undertaking routine daily/weekly safety inspections and updating the central management team.

Available to respond to out-of-hours rota for emergencies as required.