Shift Leader - Permanent, Wardian, E14 

Hours: 42 per week, 4 on 4 off, days, 7am - 7pm  

Rate: £35,000 per annum

The Shift Leader is responsible for overseeing all in house personnel during the hours of their shift including but not limited to: Concierge, Security, Cleaning staff & Leisure staff.

Duties/Responsibilities

• To lead on all emergency situations in the absence of senior management.
• Ensure the duties of all staff are carried out to their specific job descriptions and contractual obligations (at work on time as per the rota, in uniform and delivering the Ballymore Basic Service standards).
• Ensure the duties of all staff are undertaken in accordance with company standard operating procedures (SOPs) and that SOPs are regularly reviewed and updated in liaison with the Management.
• Ensure the correct conduct of all staff and to report any misconduct to the Residential Services Manager.
• Manage and report any concerns or discrepancies in staff work performance of their duties to the Residential Services Manager.
• Monitor and address staff lateness and absences, ensuring adherence to scheduled shifts and timely coverage for any unplanned absences.
• Manage and resolve conflicts between staff members, facilitating open communication and mediation to ensure a harmonious and productive work environment
• Lead on training new staff using the relevant training forms and SOPs to the required standard.
• Ensure all staff are familiar and compliant with GDPR, paying particular attention to use of the residential database, emails and other written correspondence.
• Supervise, support, and lead the Concierge and Post Desk teams during the shift, ensuring that all staff deliver outstanding service.
• Ensure parcels & post are secure and only accepted and stored in accordance with the parcel receiving procedure logged on B.life.
• Ensure all apartment security keys and resort keys issued to residents and staff/visitors/contractors are recorded, be that in Tacker.
• Manage and monitor inventory of the front desk’s supplies, ensuring that all necessary items are available for operations.
• Use the residents web portal and other systems to track and communicate with residents and other stakeholders such as owners, commercial partners, housing associations, contractors etc.
• Monitor the use of the landline telephone in and ensure that all staff mobile phones are on silent/turned off whilst on duty.
• Ensure all check sheets relating to the concierge, security, valet, housekeeping and leisure operation are completed satisfactorily and on time.
• Ensure building patrols, standards of security, cleaning and maintenance are delivered or presented “best in class” and report any concerns or defects.
• Ensure that work areas are kept clean & tidy at all times reporting any defects immediately.
• Ensure that the day, night logs and maintenance books are being kept up to date by staff and regularly reviewed.
• Prepare and submit shift reports, detailing any incidents, resident feedback, and tasks completed.
• Carry out regular radio checks and periodic patrols around the building and common areas to ensure that standards of Cleanliness, Security and Health & Safety are being strictly adhered to and monitored.
• Manage the daily operations of the car park, ensuring all vehicles are parked in designated areas, parking spaces are properly allocated, and any unauthorised vehicles or activities are promptly identified and addressed
• Take responsibility for the Fire Control Centre room ensuring that it is fully manned and operating to required standards.
• Maintain an active role in ensuring all fire and life safety systems are operational, regularly tested and that staff are competent in the operation of related alarm systems and emergency procedures.
• Ensure all relevant concierge information is compiled and communicated in terms of a variety of services to the residents (restaurants, bars, taxis etc).
• Be the first point of contact with residents in terms of Breach of Lease and document this. Bring to the attention of the Senior Management any breaches of in-house regulations, and breaches of the Head Lease where your intervention has had no success.
• Deal efficiently with resident’s enquiries and document problems. Where necessary take action. Ensure more serious complaints are handed over to the Senior Management as soon as possible. In all cases ensure that an Incident /Complaint form is completed and returned to your line manager.
• Actively contribute ideas and initiatives as part of the management team to further enhance the level of service and security provided at the development.
• To help to create a ‘can do, will do, with pleasure’ culture within all aspects of the Residential Estate Team.
• Assist where necessary with any other tasks or duties when assigned by your line management.

Skills, Experience & Qualifications

Excellent communication skills.

Polite and confident with a great deal of patience.

Ability to multi-task and time-manage.

Strong verbal and written communication skills.

Ballymore operates as an equal opportunities employer