Department: Vertus ______________ Company: Vertus 8 Water Street Staffco Limited ______________ Reporting to: General Manager ______________ JOB SUMMARY The Residential Building Manager has principal responsibility for the effective and efficient property management of the residential building known as 8 Water Street. The role will entail supervision of staff, contractors and other users of the building to ensure an exceptional quality of management is provided. Also acting as the main point of contact for the residents living in this pet-friendly building. The Residential Building Manager will work alongside the Manager – Operations & Facilities and is supported by the Vertus Senior Management team. The role may from time to time involve providing cover for other members of the site or management team directly to the Manager – Operations & Facilities. You will ensure that residents (tenants) have the best rental experience and consistently deliver the highest levels of customer service, becoming a Vertus brand ambassador. Annual Salary: Circa £50,000 Closing Date: 21st August 2024 MAIN RESPONSIBILITIES Main Responsibilities: - Delivering effective service levels and acting as the representative towards Tenants and Clients as appropriate, ensuring all areas and aspects of the development are fully presentable, serviced and properly maintained. This includes building and maintaining working relationships with all Residents. - Direct supervision (where applicable) of the Concierge Team and Cleaning Staff including monitoring of on-going performance (in line with CWML requirements) – including night attendance on a regular basis for contact and audit of staff on unsocial shift patterns. - To put in place and monitor effective procedures for the residential management team, including front of house services, supervision of contractors etc. in conjunction with the Vertus team (in line with CWML procedures where appropriate). - Direct liaison and communication (ensuring exceptional levels of customer service) with residents, identifying areas of concern, issuing correspondence and resolving day to day management and maintenance matters. This includes regular residents' meetings to keep them informed on all aspects of management. - Oversight of the customer portal and information screen in lift lobby through ensuring regular information is provided to residents, and that information displayed remains current and relevant. Management of this facility and the data displayed in line with the GDPR. - Ensuring all Health and Safety obligations and Duty of Care are met effectively and that all routine checks are in place and carried out (to include regular auditing and setting of SLAs). - To liaise with the Associate Director - Fire and Life Safety and the Manager – Operations & Facilities to ensure that the following procedures are implemented in accordance with the appropriate requirements : Tenant Fire Safety Plan Maintenance and testing of all fire and life safety equipment Compliance of conditions of the Buildings Fire Risk assessment Compliance with current legislation and company requirements in respect of current “Health and Safety” Law. All statutory compliance and regulations - To promote and implement sustainability initiatives as directed by the Canary Wharf Group. - To control and monitor the waste disposal and recycling operation of the building to ensure that the highest standards of hygiene are maintained at all times and in accordance with the wider Vertus Management strategy. - To ensure that all incidents with insurance implications are reported to the Insurance Department and to progress the insurance incident report procedures and to keep all the relevant parties fully informed of progress. - The appointment, monitoring and supervision of any authorised contractors instructed to carry out works on and around the development. Authorisation of payment and conflict resolution (including authorisation of instructions and invoices as appropriate within authorisation limits). - Supervision of the Residential Health and Fitness Facility, including supervision of relevant maintenance contractors, service providers etc. - Provision of effective response to emergency queries out of normal office hours to include attending site if appropriate. - The regular inspection and audit of all areas of the development, keeping detailed and accurate records of such. To include prompt rectification of cleaning and maintenance issues arising, or escalation of serious areas of concern and large works. - Completion of thorough monthly inspection reports and audit of interim inspection reports as and when required. - Effective cost and control review of expenditure and accounts, including presenting accounts and monthly budget reviews. - To manage the residential aspects alongside the estate, retail and commercial management teams and the Canary Wharf Contractors Limited team to provide a seamless service to residents. - To liaise with the Estate Management team on the operation of the car park and storage lockers along with the infrastructure. - To carry out other reasonable duties as instructed and directed as. Monitoring and chasing of Resident arrears in line with timelines as set in the SOPs ensuring payments are received at the earliest point and to reduce the risk of legal proceedings. - To conduct routine bi-yearly visits to occupied apartments for the purpose of ensuring compliance with the obligation of tenancy agreements and action any maintenance issues or areas of concern. - Oversee the end of tenancy process and deposit release ensuring the turnaround of apartments is dealt with efficiently to reduce void periods. - Send ad hoc communications to Residents to ensure compliance with obligations of tenancy agreements. - Management of inventory check in and check outs ensuring sufficient documentation of the condition of the apartments at the beginning and end of tenancies. - To undertake any other reasonable duties as requested by the Manger – Operations & Facilities. PERSON SPECIFICATION A good overall education to ‘A’ Level / NVQ Level 3 or 4 standard or equivalent (to include English & Maths). Will have attained IRPM level 1 or 2 / IRFM level 3 or ARLA Level 3. Basic knowledge of Building Management Systems. An understanding of the principal aspects of legislation relating to the management of Residential Property Law. Able to understand complex legal documentation e.g. Leases. Knowledge of Health & Safety to include COSHH and RIDDOR and carrying out risk assessments. Experience of budget management. Knowledge of Section 20 requirements. Working knowledge of Health and Safety requirements and legislation. Knowledge of anti-discrimination & equal opportunity legislation. Excellent communication skills. Willingness to undertake further training as required. Previous experience in High End Residential Property Management for a minimum of 2 years (or other relevant experience). Monitoring of expenditure and financial reporting for budgets. Minimum of 2 year experience in a management position is essential. Have added this in case we go with someone who is more FM based. 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.