Residental Building Manager

The Residential Building Manager has principal responsibility for the effective and efficient property management of the residential building known as 10 George Street. The role includes supervision of staff, contractors and other users of the buildings to ensure an exceptional quality of management is provided, and 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.

Salary: Circa 56,000

Responsibilities:

• Delivering effective service levels and acting as the representative towards Tenants and Clients, 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 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 tenancy agreements and action any maintenance issues or areas of concern.
• Oversee the end of tenancy process and deposit release ensuring the turnaround of apartments is dealt with efficiently to reduce void periods.
• Send ad hoc communications to Residents to ensure compliance with obligations of tenancy agreements.

Person Specification:

• A good overall education to A Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths).
• Will have attained IRPM level 1 or 2. Tall building fire safety management training essential. Desirable to be recognised by the IFSM and IFE.
• Basic knowledge of Building Management Systems. An understanding of the principal 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.
• Experience of 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 years (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 RMCs, 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 IT 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.

Health, Safety and Welfare:

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. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

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.