Department: Residential Sales
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Company: Canary Wharf Residential Management Limited
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Reporting to: Director - Customer Services
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Job Summary
This is a site-based role, operating across the Southbank Place and Wood Wharf developments. The position focuses on supporting residents throughout the move-in and handover process, ensuring a smooth transition into their new homes. Responsibilities include identifying, addressing, and resolving snagging issues and defects promptly and efficiently. The role requires a proactive, customer-focused approach, with an emphasis on delivering solutions in a professional and courteous manner.
Annual Salary: up to £38,000 dependent on experience.
Working Hours: Monday - Friday, 8.30am-5.30pm
Main Responsibilities
- To identify and diagnose faults and to carry out repairs, adjustments and other maintenance works as appropriate inside apartments, as requested by the Customer Service team. To carry out weekly flushing checks on all vacant apartments and keep updated records of attendance and any concerns found.
- To conduct functionality checks in vacant apartments well in advance of handovers to customers and assist in resolving any issues before legal completion and handover.
- Investigate reported defects, document findings with photographs, and resolve issues independently where possible.
- Oversee and assist contractors with larger repair projects, collaborating with them and other maintenance technicians. To undertake other skilled tasks in which competence has been demonstrated. Ensure appropriate protection measures are in place for all communal areas prior to customer move-ins, maintaining high standards of cleanliness and minimising potential damage during the move in process.
- Provide support to residents during their move-in, including tasks such as assisting with picture hanging, removing packaging materials, and offering general on-site assistance to enhance the customer experience.
- Ensure compliance with safety and building regulations, adhering to standards and protocols.
- Maintain tools and equipment in good condition, reporting any malfunctions or needs for materials.
- Demonstrate strong customer service skills in responding to maintenance requests and emergencies. To undertake and be comfortable with physical lifting and activities in accordance with the set requirements and instructions. To be thoroughly familiar and comply with the company’s ‘Health & Safety’ policy and procedures and to immediately report any hazards or infringements to their line manager. Any other activities as requested by the Aftercare/Defects Managers or Customer Service team.
PERSON SPECIFICATION
- An NVQ Grade 2 qualification (or equivalent) in either Carpentry or Painting and Decorating is desirable.
- The candidate must show a degree of manual dexterity and be able to follow basic technical instructions.
- Experience of working in a maintenance environment is essential within a high-end residential development.
- Electrical skills would be an advantage, or the willingness to train towards gaining electrical qualifications.
- Basic skills in: carpet fitting, dry lining, ceiling fixing, furniture assembly.
- Good communication skills in order to liaise effectively with customers.
- The candidate must be extremely well organised, with great attention to detail and professional with a hands on approach.
- The candidate must be self-motivated, proactive, flexible, approachable and demonstrate willingness to assist others.
- The candidate must demonstrate excellent customer service skills and understand how it is applied in the context of property management.
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.
