Designation: Concierge Officer
Salary: Up to 28k
Department: Customer Services – Housing Management
Responsible to (designation): Head of PRS & Director of Customer Services – Housing Management
Job Purpose:
To increase the level of security on Populo estates, either through the provision of an onsite physical presence or through the remote use and monitoring of CCTV; controlled access systems, thereby minimising crime; vandalism; anti-social behaviour and misuse of estate / block communal areas. Assist in the identification of abandoned and sublet properties. Provide information / intelligence and work in co-operation with other Populo Departments and Statute Bodies in order to meet corporate and service objectives. This will include Housing & Property Services; Social Service; ASB team and Neighbourhood Wardens, CCTV control; emergency Services; Police & Safer Neighbourhood teams as well as all other relevant Departments and outside Organisations.
Description of duties:
* To ensure CCTV; controlled access and relevant integrated information systems are in good working order. Report and follow up repairs as required.
* To be the professional face for Populo, and facilitate access to Populo Information and Services, thereby helping to reduce the social exclusion of vulnerable groups (on estates where a physical presence is provided).
* Monitor estate grounds and block communal areas by keeping to a programme of estate / block patrols and CCTV sweeps, monitor use of controlled access systems and FOB Keys as required. Provide intelligence to relevant Populo departments and statute bodies.
* Write clear and concise log entries to the standards set by the security Industry Authority (S.I.A) with respect to all contacts, incidents or issues that have been identified either through personal contact; monitored through CCTV or identified through patrolling. This includes any resident or visitor contact as well as contact with colleagues and contractors.
* Report repairs, crime, anti-social behaviour, subletting and vulnerability issues to the relevant departments and statute bodies using dedicated reporting forms or the format set by management. Take follow up action as required tracking progress and facilitating positive outcomes within agreed deadlines. Carry and use mobile communication equipment when required.
* Record statistical data as required using the systems provided.
* Log all requests for access to information held on CCTV and controlled access FOB systems and pass to Estate Services Supervisor or Manager. Give access to CCTV footage / controlled access records when authorised by management.
* Update assignment instructions, and information sheets as changes take place so that basic estate information and information in relation to internal and external contacts is current, relevant and useful to the team.
* Keep secure, administer and log the use of communal access keys, including those for lift and other service rooms, roof and parking areas, etc. Administer fob keys (except charges) and keep an accurate record of users. Promptly delete lost and stolen fobs from the system to block further use.
* Deal with residents; visitors; contractors and colleagues helpfully and politely at all times, including when providing security to block entrances and estate grounds. Check caller identification: report trespass and grant or deny access to estate residential blocks as appropriate.
* Carry out visits to residents and void properties when required including in the following circumstances: early tenancy visits; tenancy check visits; when dealing with noise nuisance; in an emergency. IE, accompany a locksmith in the case of a forced entry.
* Attend and participate in events; meetings and training courses to promote the corporate objectives and to enable service improvements, including meetings and training held outside of usual shift patterns. This will include attendance at training courses; team meetings and development days; departmental; cross service, safer neighbourhood team and residents’ meetings.
* To provide witness statements for the Housing Management; ASB team and the Police. To attend court to give evidence.
* Provide advice and assistance to residents with respect to accessing Populo services, and to promote take up of housing and council tax benefits, keeping a professional distance and complying with Populo policies for safeguarding children and vulnerable adults.
* Always wear a uniform and/or identification when on duty. Comply with corporate standards on personal hygiene and appearance.
* Ensure communal entrances; receptions; CCTV control areas; mess-rooms, etc are clean, tidy condition at all times.
* Co-operate with planned maintenance and repairs contractors, gas, water and electricity services and emergency services from fire police and ambulance services on estates covered by service, participating in corporate initiatives when required.
* To complete weekly fire checks and estate inspections reports. All actions to be sent to the property manager to action.
* To assist with weekly bin collections, waste removal and bulk items.
* Any other on-site task that maybe required that is reasonable to action in accordance with Populo’s housing management policy.
* Maintain and keep the front office, reception, back office and communal areas clean.
* Updating all IT systems with notes of events that take place on site. Excellent communication levels with the property managers throughout each shift.
* Assist with parcel deliveries, collections and support residents with personal items coming in and out of the building. Signing each parcel in and out and who collected/dropped off each item.
The above duties and responsibilities give a broad outline of the functions of the post. However, by necessity, these duties must be approached in a flexible manner to accommodate the changing needs and demands of the service. The post holder will be expected to adapt to changing circumstances and therefore the outline of duties may change from time.
Civil and Other Emergencies:
* To support the Populos role in planning for and responding to civil and Populo emergencies use skills/expertise of the post holder, and in accordance with Populo emergency procedures. To provide emergency contact details for the purposes of emergency and service continuity plans.
I.T.
* To use the office-based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification using electronic mail, diaries, word-processing, spreadsheets and databases as well as any specific job-related applications as required to carry out the duties of the post.
Information Management
* To comply with information rights legislation and the Populo data quality standards by applying information management related policies. Report instances of non-compliance, errors, omissions, or inadequacies in procedures to the business unit manager.
Equal Opportunities
* To know and adhere to the Populo equal opportunities policy and equalities legislation and implement them in relation to job responsibilities in employment and service delivery.
Health and Safety
* To support the Populos role in planning for and responding to civil and Populo emergencies use skills/expertise of the post holder, and in accordance with Populo emergency procedures. To provide emergency contact details for the purposes of emergency and service continuity plans.
* To use the office-based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification using electronic mail, diaries, word-processing, spreadsheets and databases as well as any specific job-related applications as required to carry out the duties of the post.
Information Management:
To comply with information rights legislation and the Populo data quality standards by applying information management related policies. Report instances of non-compliance, errors, omissions, or inadequacies in procedures to the business unit manager.
Equal Opportunities:
To know and adhere to the Populo equal opportunities policy and equalities legislation and implement them in relation to job responsibilities in employment and service delivery.
Health and Safety:
To take reasonable care for his/her own health and safety and any other person(s) who may be affected by his/her acts or omissions at work, in accordance with the Health & Safety legislation. To co-operate with the Populo insofar as is necessary to enable it to comply with its duties under relevant health and safety legislation.
Knowledge, skills and experience
Develop the knowledge and practical skill to identify a wide range of estate security and housing related issues that affect the wellbeing of estate residents and their visitors and show the ability to take action to deal with issues promptly, through provision of accurate intelligence and information to the relevant departments and statute bodies, etc. Show initiative in taking follow up action.