Directorate Operations Job Title Concierge Officer Service Area Neighbourhoods Grade Scale 4/5*

Transcription

1 Job Description Directorate Operations Job Title Concierge Officer Service Area Neighbourhoods Grade Scale 4/5* Special Conditions The Grade of the post takes into account the need to work bank holidays, concessionary days, weekend working and shift working *Progression through to Scale 5 will depend upon meeting competencies and development as contained within the Concierge Officer Competency Framework. DBS Disclosure n/a Issue Date August 2013 Relationships 1. Responsible to Concierge Supervisor, Concierge Manager 2. Supervisory responsibility None Estate Managers, Estate Officers, Estate Caretakers, Lettings Officers, ASB Co-ordinators, Repairs 3. Important Internal Relationships Reception Service, Trade Colleagues. Tenants and Leaseholders, Tenants & Residents Associations, Special Interest Groups, cleaning Contractor, Grounds Maintenance Contractor, Street 4. Important External Relationships Scene, Police, Wolverhampton City Council. Primary Functions To be responsible for the cleanliness of the communal areas of all buildings on concierge controlled sites. To remove any hazards in accordance with risk assessment procedures. To ensure the security of high rise blocks, low rise flats and maisonettes within concierge controlled sites. To undertake daily inspections of all areas within the control of the Concierge Service. To provide quality Customer Services in accordance with service standards. To monitor the efficacy of external contractors. To assist in the general tenancy and estate management of estates.

2 Main Activities 1. Section Management and Service Planning To deliver a high quality customer focused concierge service. To promote and demonstrate commitment to Wolverhampton Homes. To wear uniform and name badges as issued. To contribute as required to producing an annual service plan. To adhere and comply with service standards. To meet agreed performance targets. To offer advice and assistance to customers and colleagues. 2. Operational Service Supervising the authorised entrance to door entry controlled blocks. Ensure the security of and, where appropriate, hold keys for void properties. Provide access to void properties to authorised people. Ensure bin rooms and chutes are clean, safe and functional. To undertake and evidence the monitoring of the building cleaning contractor. To clean, as and when required, stairwells, landings, lifts and other communal areas to maintain service standards. To keep clean and maintain notice boards throughout the site. To undertake daily, or more frequently as required, litter picking to all areas contained within the site. To arrange the safe removal and disposal of bulky items of rubbish and furniture. Advising customers in the availability and use of services, fittings and equipment. To maintain concierge and access control databases. To maintain on site activity log books. To investigate and report any incidents of neighbour nuisance and/or anti-social behaviour. To report to the Police and provide witness statements of any criminal activity. To undertake minor repairs, such as replacing fuses, plugs and clearing obstructed waste pipes. To inspect, clean and replace light fittings in communal areas in accordance with service standards. To ensure the approaches and entrances to buildings are cleared and treated appropriately during periods of inclement weather. Reporting and progress chasing responsive repairs to tenant properties, communal areas and external areas. Assisting in the removal of abandoned vehicles. To ensure the security of tools and equipment. To maintain adequate supplies of cleaning materials and equipment. To visit and introduce concierge service to all new tenants in accordance with service standards. To undertake visits and post-residency checks as required or directed. To deliver and/or distribute information to tenants and leaseholders on the site. To ensure the cleanliness and safety of Concierge Officer and rest rooms. To assist in the cleaning and management of tenant meeting rooms. To assist in the cleaning and supervision of laundries.

3 3. Contracts To monitor, inspect and report on the service provided by Contractors in particular in relation to building cleaning, Grounds Maintenance, CCTV, Door Entry, Lifts and any other external contracts being provided. 4. Financial Management To ensure inventories and records are properly maintained. To ensure all controlled stationery is properly maintained. To comply with Wolverhampton Homes Financial Codes of Practice, Policy Statements and Regulations. 5. Staff Management To support and encourage colleagues in undertaking their duties. 6. Other Duties To participate in Individual Appraisal meetings and training as required. Ensure equality of opportunity both in service provision and employment in accordance with the diverse needs of the community. To ensure compliance with the Data Protection Act and Wolverhampton Homes Health & Safety Policies, Management of Attendance, No Smoking and Customer Care policies and procedures. Any other duties deemed appropriate to the purpose and remuneration of the job subject to any reasonable adjustments under the Equality Act. To undertake any appropriate training, health & safety related duties such as First Aider, Fire Marshall, Duty Holder, Risk Assessments Health & Safety Representative etc. To participate in the exit and leaver process as required. 7. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in this job description.

4 Personnel Specification Job Title Concierge Officer Grade Scale 4/5 Job Purpose and Role To ensure that concierge controlled sites throughout the City are safe, clean and secure. To support the Concierge Supervisor in ensuring that both physical and human resources required for an efficient and effective service are always available. FACTORS ESSENTIAL DESIRABLE HOW IDENTIFIED Education Standard Training Good standard of general education NVQ 2 in Customer Services Willingness to undertake any relevant training as appropriate. Basic Health & Safety/Health & Safety Awareness Application Form Customer Care Application Form Experience Working on own initiative (this may be in employment or voluntary capacity) Previous related experience Application Form Undertaking minor repairs in a Customer Environment Dealing with people in a customer service environment

5 Special Knowledge / Skills Good telephone manner Problem solving Communication skills Knowledge of security hardware Knowledge of working routines (shifts) Application Form Awareness of the needs of tenants in a diverse community. Ability to speak a variety of languages Basic knowledge of public housing/almo Personal Qualities Be able to work on own initiative as well as in a team Ability to understand obey and carry out instructions verbal or written Assertiveness Ability to build relationships with colleagues and tenants. Sensitivity when dealing with tenants maintaining a polite manner Willingness to help and be flexible Interests & Motivation Relevant to the Job Self-motivation Good time keeping Conscientious Commitment To work 24-hour shift system To the flexibility of working patterns To Customer care To Equal opportunities

6 Disqualifying Factors To the provision of a quality service To promote and demonstrate commitment to W-ton Homes Indication of attitudes/behaviours inconsistent with Wolverhampton Homes Policies and Procedures, e.g. sexist, racist, antidisability or any other attitudes/behaviours. Application Form Interview Tests References