Job title: Night Concierge Team Leader
Department: Facilities Management
Reports to: Facilities Area Manager
Location: Varied locations ______
Job Description
Overall aim
The Concierge Team Leader will work across a defined geographical area leading the delivery of a high quality and responsive concierge service to SLYMCA customers and the community.
This is a mobile responsive post that will provide a visible supportive presence to a large concierge team. This role will follow a shift pattern that will include nights, weekend working and daytime office based shifts.
Key responsibilities
· Delivering a roving mobile service, providing support and supervision to night concierge staff, and a visible presence to customers and local communities
· Providing an out of hours response in the event of business continuity plan activation
· Taking responsibility for personal health and safety, and the health and safety of colleagues and customers
Job Description
· Ensuring the Concierge staff Team provide a safe and secure service to customers, and any concerns are reported in line with the SLYMCA Child Protection and Safeguarding Vulnerable Adults procedures
· Responding effectively to customer and neighbour complaints, dealing with complex and difficult situations in an appropriate manner
· Assisting concierge staff to remedy minor maintenance issues out of hours, and ensuring maintenance repairs are reported using the appropriate systems
· Managing the delivery of routine health, safety and locality checks
· Ensuring that all services are visited nightly, and assisting staff with the management of serious incidents and emergency situations
· Ensuring regular internal and external locality patrols and Health and Safety checks are carried out, logged and any identified actions are taken, as appropriate
· Ensuring the concierge staff provide comprehensive handovers to in-coming day shift staff
· Ensuring concierge staff receive core training, regular support and supervision, interim and annual appraisals
· Ensuring concierge staff are fully inducted into their roles, and are aware of performance standards, expectations, and the requirements of the code of conduct
· Ensuring concierge staff are fully inducted into the site details and equipment of the services where they are placed, including how to access first and second tier on-call
· Providing effective concierge staffing levels across the sites, including managing the concierge rota
· Participating in the recruitment, selection and induction of concierge staff and volunteers
· Participating in team meetings, training events and attending regular supervisions during the day, as required
· Completing any general administrative tasks, as directed by management
· Providing an out of hours response service, during Business Continuity Plan activation or any other emergency, as required by management
· Acting in accordance with the aims of South London YMCA’s Equality and Diversity Policy and all other policies adopted by the Board
· Carrying out any other duties, within the scope of the post, as directed by the Facilities Area Manager or other senior staff
General
· This job description provides an indication of the roles and responsibilities for the post of Concierge Team Leader but should not be construed as an exhaustive list of the duties that the post holder may be asked to undertake
· SLYMCA reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the role
This job description provides an indication of the roles and responsibilities for the post of Night Concierge Team Leader, but should not be construed as an exclusive list of the duties that the post holder may be asked to undertake.
All South London YMCA employees must also be aware of, and adhere to, all South London YMCA policies and procedures.
South London YMCA reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes to the role.
Please turn to the Person Specification on the next page è
April 2015
Person Specification / Night Concierge Team LeaderThe experience, qualifications, knowledge and skills required for this role are set out below.
For job applicants, they will be tested via the application or at interview, or both, as indicated in the columns on the right.
Please therefore ensure that all the relevant sections are addressed as part of your job application. / Assessed via Supporting Statement / Assessed via Interview Process
Experience & qualifications / · Experience of working in a busy customer facing environment / ✔ / ✔
· Experience of working as part of a busy team / ✔
· Experience in a supervisory role is desired but not essential / ✔
· Experience managing own time and workload / ✔
· Experience using varied IT systems including Word, Excel and Outlook applications / ✔ / ✔
Knowledge / · An understanding of and commitment to Diversity & Equality / ✔
· An awareness of the needs of homeless and vulnerable people / ✔
· An understanding of CCTV systems and their practical applications / ✔
· An understanding of Health & Safety in a customer service environment / ✔
Skills / · Good communication skills both orally, written and electronic / ✔ / ✔
· The ability to remain enthusiastic and committed in the role / ✔
· The ability to be proactive and use own initiative / ✔
· Able to stay calm and helpful at all times, even when faced with challenging situations / ✔ / ✔
· Able to develop own skills and knowledge, and to undertake training relevant to the role / ✔
· Ability to provide leadership to a diverse team of concierge staff or be willing and committed to develop management and leadership skills through training. / ✔
Other Requirements / · A full UK driving licence with no more than 3 penalty points / ✔
· Able to be flexible in approach to responsibilities and to working hours. / ✔ / ✔
April 2015