Key responsibilities:

• Provide line management of your team and first line response to operational situations.
• Be visible to your team and residents as one of the on-shift Residential Concierge and Residential Parcel Service Team Leaders.
• Manage the deployment and rotation of your team on-shift to ensure team wellbeing and to meet operational needs, in collaboration with the Team Leader - Service Desk & Scheduling.
• Work as part of the operational team, delivering service to residents and conducting functional job tasks; also cover team members as required during breaks and other situations that require flexibility.
• Provide support and care for your team so that they feel valued.
• Provide feedback and recognition so that team members know how they’re performing.
• Provide coaching and direction to team members to help them improve their performance where required so that eery individual can deliver exceptional and consistent standards of service and operational performance.
• Complete regular performance check-ins, one-to-one, and personal development conversations to support the development of individuals in your team and manage under performance where required.
• Complete all line management and administration activities for your team of direct reports including Return to Work interviews, investigations, training completion etc.
• Ensure team members are up to date and confident to deliver processes consistently and in line with documented operating procedures.
• Conduct audits and close-out action to ensure that the environment is safe, clean, today and well maintained for residents and team members.
• Help team members to understand expectations, changes to operations, and the reason for decisions.
• Work with the client and other service partners across the estate to resolve challenges, share best practise, and implement improvements.
• Be solutions focused and take accountability for resolving team challenges and operational challenges.

Required knowledge, skills, experience, and behaviours:

• Confidence using IT equipment and systems, for example laptop, tablet, phone, diary, email, access control and fault logging systems and capturing data and reporting.
• Excellent written and spoken English including spelling and grammar with the ability to reply to emails from residents, team members and the client.
• Flexibility and a can-do attitude.
• Confidence working alone and prioritising tasks, including during periods of intense workload.
• Confidence giving a warm, friendly and professional service in line with our unique ‘style of service’, and communicating effectively with residents and the client.
• Being a team player, working effectively together with others across different service partners and with the client directly.