Job Details:

Job Title:Concierge (Mariner’s Quay)

Company:CharterDepartment:Asset Directorate

Location:Mariner’s Quay Reports To:Estates Manager

Job Family:

Hours:Two posts, one working 37.5 hrs (7.30am - 3.30pm) and one working 25 hours (12.30pm - 6.00pm)

Salary Range:Lower Quartile:

Mid Point:

Upper Quartile:

Job Purpose

To be responsible for the care and upkeep of the houses, apartments and communal areas at Mariner’s Quay and provide an excellent customer service to residents.

What this Job does

Caretaking duties:

  • Ensure the communal areas are kept well maintainedandin good condition by carrying out remedial action or referring issues to other Charter teams or contractors.
  • Support the Blitz Team as required
  • Keep the bin stores clean and tidy and move the bins to the collection point for weekly or fortnightly collection.
  • Deal with any items of dumped rubbish or furniture, investigate the cause and arrange removal.
  • Supervise the use of the car park by issuing permits and addressing unauthorized parking.
  • Change light bulbs where safe and practical to do so
  • Carry out small repairs and handyman jobs in communal areas and in properties as agreed by the area surveyor
  • Identify and report repairs and liaise with the Charter maintenance team and contractors to ensure they are completed.
  • Regularly inspect the energy centre and ensure the necessary maintenance routine is carried out for the gas boilers.
  • Carry out annual servicing and minor maintenance of smoke detectors,mechanical heat recovery and photo voltaic panels in communal areas and tenants’ homes.
  • Carrying out weekly checks of the lifts to ensure security measure are functional
  • Oversee the cleaning, window cleaning and estates maintenance contracts to ensure work is carried out to a satisfactory standard and report any issues.
  • Carry out all grounds maintenance to the houses and the apartments
  • Carry out weekly cleaning of the internal and external areas of the apartments, including the lifts. To include mopping the floors, hovering and polishing.
  • Carry out minor work and clearing of void properties
  • Carry out ad hoc cleaning on other sites as requested

Safety and Security:

  • Control access to non residents via the secure door entry system.
  • Assist with compiling risk assessments for work tasks and the building and ensure they are complied with
  • Carry out weekly tests of the fire alarm system and emergency lighting and regularly inspect other fire safety equipment to ensure it is in working order.
  • Carry out daily inspections of the buildings and communal areas and arrange for any identified issues to be addressed.
  • Monitor the CCTV system and store and allow access to the recorded information in accordance with the Data Protection Act.
  • Manage the door entry system by keeping a record of fobs issued to residents, deleting lost fobs from the system and issuing new fobs to tenants.

Administration:

  • Keep a range of records in paper and computerised systems as required.
  • Assist with the billing of tenants for their energy use.
  • Order stationary, goods and equipment as required and deal with deliveries to Mariner’s Quay.
  • Manage the meeting facilities within the concierge office.

Customer Service and Housing Management:

  • Provide a reception service for Mariners Quay.
  • Assist residents by answering general queries, dealing with complaints or issues and signposting tenants to other Charter teams or other agencies.
  • Help residents to understand how they can reduce energy consumption in their homes and give them advice about how they can lead a ‘greener’ lifestyle.
  • Encourage tenants to get involved in tenant involvement activities and events and take part in specific Mariner’s Quay events.
  • Maintain a notice board of information and events.
  • Liaise with the police and other agencies for the benefit of residents or the security and upkeep of Mariner’s Quay.
  • Assist with pre-tenancy viewings for new residents and help them to settle into their new home.
  • Assist Charter teams in ensuring the tenancy agreement is adhered to.
  • Take initial reports of anti social behaviour and liaise with Charter’s Nuisance Prevention Team.
  • Carry out any other duties as required by the Homes and Communities Manager.

How this Job is done

This post will be based at a concierge office in Mariners Quay. The concierge will have responsibility for three blocks of apartments with approximately 30 homes in each one (86 apartments in total). There are also 15 houses. Time will be spent in the office,in resident’s homes,with the majority of time spent outside and in the communal areas of the apartmentbuildings and houses. There will be two concierge posts working overlapping shifts, so there will be some lone working. Occasional weekend or out of hours work will be required but only in exceptional/emergency situations.

Good communication and team work will be required to ensure the smooth running of the facilities management and customer services. The post requires daily contact with Charter tenants, SerenLiving tenants, contractors and visitors to Mariner’s Quay. Good IT skills and organisational skills are required to carry out the role as well as an ability to work on initiative. The facilities manager will need to take pride in developing a pleasant environment for all tenants at Mariner’s Quay. Supervision will be provided by the Asset Directorate and Direct Services Team who are based in Charter’s Offices but regular visits to Mariner’s Quay will be made to support the concierge.

This post requires a DBS check.

Our Values

Everyone employed by the Seren Group share the following values:

FairnessWe treat everyone equally whilst respecting uniqueness

OpennessWe are honest and approachable

AmbitionWe aim to be the best we can and deliver the results our customers want

ResponsibilityWe take ownership of our actions and are aware of the impact on others

IntegrityWe believe in what we do and are true to ourselves and our customers

RespectWe treat people in a way which makes them feel valued

Who does this Job

Person Specification

/ Essential or Desirable /

Evidence

Experience

Experience of caretaking, cleaning or handyman roles / E / Application Form and Interview
Experience of working with the public/customers / E / Application Form and Interview
Skills & Abilities
GoodIT skills and an aptitude to learn our internal computer systems. / D / Application Form and Interview
Be able to work on your own initiative and make good decisions / E / Application Form and interview
Be able to organise and prioritise a varied workload / E / Application Form and Interview
Be able to identify issues and problems and come up with solutions / E / Application Form and Interview
Be confident, approachable and helpful when dealing with people / E / Interview
Be able to deal with difficult people at times / E / Application Form and Interview
Be able to communicate clearly and effectively both verbally and in writing / E / Interview/ Application
Be able to form good working relationships with colleagues and otheragencies / E / Application Form and Interview
Be able to work flexibly and proactively / E / Application Form and Interview
Be able to work under pressure at times / E / Application Form and Interview
Be understanding and able to empathise with others / E / Interview
Knowledge and Understanding
Knowledge of health and safety requirements / E / Application Form and Interview
Understanding of issues facing social housing tenants / D / Interview
An interest in the issues that are facing the environment and the practical steps individuals can take to minimise their negative impact on the environment. / D / Application Form and Interview
Education and Training
Able to demonstrate literacy and numeracy skills / E / Application form and copies of certificates.
Driving Licence and access to a vehicle for work / D / Application form and sight of licence
Health and safety qualification e.g IOSH, NEBOSH / D / Application form

Our Core Skills and Competencies

Everyone employed by the Seren Group have the following core skills and competencies:

Core Skills & Behaviours / Be Customer Focused
Be Results Focused
Be a Team Player
Be a Communicator
Be Safety Conscious
Be a Solution Finder
Be Efficient
Be a Role Model

In addition, members of our More than Managing group and our Leadership group have the following competencies:

More than Managing / Be a Change Manager
Be a Developer of People
Be Commercially Aware
Be a Business Partner

In addition, members of our Leadership group have the following competency:

Leaders / Be Strategic

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