Night Concierge & Security Assistant in City of Westminster

Working Hours: 37.5 hours per week

Working Pattern: Shift pattern- 8:30pm to 8:00 am and 9pm to 8:30am rotating between the high support building. On 4 nights on and 4 nights off.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Night Concierge and Security Assistant

You will act as an initial point of reference on the phone, or in a reception area undertaking a range of tasks contributing to the safety and security of the building.

Implement night security systems, ensuring overall safety and security of the scheme and respond to faults as they are discovered.

You will also monitor CCTV and visitor access to scheme and meet the requirements of health and safety policies and practices, reporting incidents and anti-social behaviour.

Rotating between two high support services and also overseeing two step down services, the distances between the services range from 3 minutes to 15 minutes walking distance

About you

We are looking for someone with

• Experience of working in a customer focused environment
• Ability to demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Riverside; and complete relevant IT training where required
• Commitment to equal opportunities and promoting non-discriminatory practices in all aspects of work you undertake.
• Ability to work flexible hours to meet customer and business needs, which may not include normal office hours and may include lone working

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers.

For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.

Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy

• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside

We are inclusive.

At Riverside, we value diversity in all its forms.

We foster a workplace where all individuals are respected, empowered, and heard.

Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability.

If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

Ensure our customers are always safe by

• Operating the night security systems, fire alarm system and telephone system, to ensure the overall safety and security of the service providing a concierge service.
• Responding to any issues, alerts, faults of the night security system or other systems and report as appropriate to the relevant manager as per the procedure.
• Monitoring CCTV for security and health & safety purposes and responding to and reporting any issues as per procedure.
• Monitoring visitors' access to the building(s) and ensuring the safety and security of customers and the premises.
• Communicating effectively with visitors and customers to ensure they are compliant with the visitor procedures.
• Monitoring all activity within the premises/service at night.

Respond and report appropriately and effectively to any incidents, including that involving anti-social behaviour as per procedure.

• Advising customers who may have issues relating to their safety during the night
• Having a full understanding of the risk management process and assisting the team in organising and completing checks including regular Health & Safety risk reviews of the schemes’ premises.
• Advising management promptly of any signs or risks, problems or issues that arise, by following the appropriate policy/procedure and being fully aware of safeguarding procedures.
• Cleaning rooms and communal areas as required.
• Completing checks of the property as required and reporting repairs or maintenance issues appropriately.
• Providing an effective customer service with any facilities related to tenancy enquiries for example distribution of post and rent payments
• Ensure that all information is effectively and accurately recorded relating to logs, reports, or records.
• Other Duties
• Work to a rota on a night shift basis.
• Travel to different properties within a defined area as and when required
• Use the Lone Worker system as and when required by the Lone Worker policy or risk assessment to maintain safe working requirements.
• Ensure customers are always safe - conducting all your duties within Riverside’s Policy and Procedure framework
• Act and respond to any concerns regarding the health, wellbeing, safety or safeguarding of our customers in accordance with policies and procedure, regulatory guidance and best practice.
• Role model Our Riverside Way, ensuring our ways of working are embedded in all we do and supporting the delivery of our aspired culture
• Ensure that equality and diversity policies are adhered to all aspects of service delivery and employment
• Participate in team meetings, attend regular supervisions and reflective practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• Ensure that you keep up to date with local or organisational policies, procedures, and information by using Riverside’s Share Point sites, emails, or other correspondence.
• From time to time, you may be required to undertake additional duties and responsibilities in consultation with your line manager.

Person specification

• An understanding of the barriers faced by vulnerable and diverse customer groups and individuals with complex needs.
• Experience of and the ability to lone work at night.
• Experience of working in a team.
• Ability to clean rooms and communal areas.
• The ability to communicate positively with other people and to demonstrate an empathetic, calm, flexible, resilient, and can-do attitude.
• Experience of being able to organise tasks and plan your time whilst dealing with people and sometimes difficult or tense situations.
• Able to undertake training required for the role.
• Able to use initiative and have confidence to make decisions and follow through on any actions required.
• Basic administrative and IT skills and attention to detail are required to maintain records and in-house systems.
• Experience of working with vulnerable and diverse customer groups or individuals with complex needs.
• Personal lived experience of either homelessness, mental health issues or substance misuse.
• Previous experience of using CCTV equipment and ensuring safety of a building.