Department: Residential Estates
______________
Company: Canary Wharf Residential Management Limited
______________
Reporting to: Manager - Front of House
______________
Job Summary
Reporting directly to the Manager – Front of House, the Assistant Manager – Front of House plays a key role in delivering an exceptional living experience for all residents. As a CWRML brand ambassador, you will uphold the highest standards of customer service and support the smooth running of the Front of House operation across multiple buildings. This is a night-based, floating role, providing leadership support to the Concierge team, covering the front desk when needed, and stepping in for the Manager – Front of House during their absence.
Annual Salary: £38,480
Working Hours: 7pm-7am, 4 on 4 off, shifts across Monday to Sunday
Closing Date: 16th June 2025 (candidates will have until 23:59 on 15th June to apply)
Main Responsibilities
- Support the recruitment, onboarding, and training of Concierge team members across all Southbank Place buildings, with a particular focus on the night team.
- Act as the main point of contact and line manager for the Concierge team in the absence of the Manager – Front of House, including handling absence calls and arranging cover.
- Provide regular feedback on team performance and assist the Manager – Front of House with probation reviews and mid-/end-of-year appraisals. Lead appraisals for the night team.
- Hold regular catch-ups with night team members and the Manager – Front of House.
- Ensure exceptional levels of service are consistently delivered to residents and guests, maintaining a welcoming and homely environment.
- Assist with rota planning and circulate weekly rotas.
- Monitor performance of the Concierge team, ensuring duties are completed, customer service is consistent, and appearance standards are met.
- Support in handling resident complaints and escalate issues when required.
- Assist the Concierge team with daily front desk duties as needed.
- Build positive relationships with residents through professional and caring engagement.
- Collaborate with the Residential Building Manager and Manager – Front of House to support building and community events.
- Assist with resident move-ins, including conducting apartment and appliance inductions.
- Proactively escalate any service or performance issues for prompt resolution.
- Review CCTV footage when instructed by the Manager – Front of House, ensuring all activity is conducted in line with GDPR, data protection policies, and in any other scenarios requiring discretion and confidentiality.
- Provide residents with local area knowledge and guidance.
- Work with the Residential Building Manager on customer surveys and feedback to support continuous improvement.
- Support move-in and move-out processes and carry out relevant check.
- Handle resident queries and escalate maintenance requests to the Residential Building Manager or Residential Facilities Manager.
- Conduct daily and weekly building inspections.
- Manage access control, including programming and cancelling fobs in line with protocols.
- Report and follow up on any cleaning or hygiene issues.
- Oversee the issue and cancellation of door entry fobs and maintain the access control database.
- Help ensure the building remains safe and is managed in line with CWRML procedures.
- Develop strong working relationships with contractors and suppliers.
- Manage day-to-day operations of amenity spaces, including room booking coordination.
- Oversee Bringme Box parcel management and record large item deliveries for residents.
- Carry out routine safety inspections and update the management team accordingly.
- Provide full cover for the Manager – Front of House during absences.
- Be available to respond to emergency out-of-hours calls on a rota basis.
PERSON SPECIFICATION
- Proven experience in the residential property or hospitality sectors is essential.
- Previous supervisory or managerial experience in a high-end residential environment, with a flexible, hands-on, and innovative approach.
- Outstanding customer service skills, with the ability to manage complaints and challenging situations calmly and professionally.
- Strong leadership qualities with experience in team management, training, and mentoring.
- Excellent verbal and written communication skills.
- Familiarity with building management systems, including access control and incident reporting.
- Proactive attitude towards problem-solving and a drive for continuous improvement.
- Willingness to work flexible hours, including both day and night shifts as needed.
- Team-oriented mindset with a collaborative working style.
- Holder of a relevant TPI qualification is preffered, or willingness to obtain it within the first year of employment.
- Ability to interpret and understand complex legal documents such as leases. Skilled in producing professional written material to meet deadlines.
- Well-organised, composed under pressure, and strong at resolving issues efficiently.
- Able to build and maintain positive relationships with residents, colleagues, contractors, external stakeholders, and other Canary Wharf Group employees.
- Professional and approachable demeanour, with the ability to remain objective and courteous in all situations.
- Confident using IT systems, including Microsoft Office (Word, Excel, PowerPoint) and email platforms.
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. 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's 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. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can 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. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
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. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
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. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
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.
