Concierge

Department: Residential Estates

Company: Canary Wharf Residential Management Limited

Reporting to: Manager - Operations & Facilities

Job Summary: Wood Wharf are looking to hire a new Concierge to join our dynamic Front of House Team. The Front of House Team has principle 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 CWG standards, procedures and policies, catering the service towards the resident’s needs.

Annual Salary: £34,386

Working Hours: 7am-7pm, 4 on 4 off, shifts across Monday to Sunday

Main Responsibilities:

• Resident & Community Engagement: Provide a warm welcome to residents and guests, ensuring they feel at home. Collaborate with colleagues, residents, and partners for seamless service delivery, including liaising with the Building Manager on surveys and feedback to identify areas for improvement.
• Front Desk & Resident Support: Act as the first point of contact for all inquiries, requests, and maintenance issues. Take ownership of problems, resolve them promptly, and escalate to the Helpdesk when needed. Ensure reception and common areas are clean, inspected, and presented immaculately. This may include occasionally cleaning in the absence of the cleaning team. Perform administrative tasks and assist with ad-hoc duties when covering the desk. Provide detailed handovers at the end of each shift to ensure continuity of service.
• Service Coordination & Security: Coordinate services such as deliveries, bookings, and visitor access. Oversee access control, parcel management, amenity space bookings. Conduct regular building inspections and maintain uncompromised security. Maintain accurate records of safety checks, contractor visits, and daily activity logs.

PERSON SPECIFICATION:

• Previous experience in a front of house (e.g. concierge) is essential. Roles based in residential property (preferred) or customer-facing roles, ideally within hospitality or corporate environments.
• Strong interpersonal and communication skills with the ability to build rapport quickly.
• Excellent problem-solving skills and the ability to take ownership of issues until resolution.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Professional, approachable, and confident with a strong customer service ethos.
• Highly organised and proactive, with the ability to anticipate needs and act promptly.
• A team player who values inclusivity and works effectively with diverse stakeholders.
• Ability to maintain confidentiality (including appropriate document control).
• Competent in handling administrative tasks.
• Good level of computer literacy using Microsoft Word, Excel and Outlook.
• Ability to use IT systems and/or CRM platforms (desirable).
• High standard of written and spoken English, additional language skills are of benefit.
• All colleagues should be clean and presentable at work.

Health Safety And Welfare Responsibilities: All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

Environmental, Social & Governance (ESG) Responsibilities: Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

Quality Management Responsibilities: In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it is vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

Company Values:

• Commit to Excellence: Act with integrity and deliver high performance. Put our customers at the heart of what we do. Resolve issues by providing high quality solutions.
• Foster Collaboration: Find opportunities to collaborate with others across the business to achieve shared goals. Encourage inclusive networks and treat others with respect and fairness. Use knowledge to work effectively with suppliers/contractors to meet shared goals.
• Encourage Engagement: Confident in making decisions appropriate to the role. Learn from mistakes and listen to constructive feedback to improve performance. Prioritise safety and actively support community, wellbeing and sustainability programmes.
• Take Ownership: Take pride in delivering high quality service which exceeds expectations. Committed to opportunities for self-development. Take responsibility for my own performance and look for ways to improve.
• Embrace Innovation: Embrace change and innovation. Proactively suggest ways to improve our business and encourage others to share ideas. See new challenges as opportunities to deliver effective change.

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.
• Flexible Working: As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity.
• 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.
• 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.

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