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Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

The Role

Pinnacle Group are looking for a Night Concierge Supervisor to supervise the Night Concierge Team and ensure that Residents receive excellent levels of customer service, the Estate is presenting extremely well and ensuring operations are run according to protocols and standard procedures in place.

Location: Prince of Wales Drive

Working Hours: 7pm – 7am / 4 Days On – 4 Days Off (including Bank Holidays) / Break: 1 Hour unpaid

Duties/Key Responsibilities

• Supervise the Night Concierge team and Lead the shift
• Provide front of house facilities and services to our customers and assist with the concierge duties as necessary
• Ensure all communal areas and other aspects of the development are presentable to the highest standard and each staff member is performing as required.
• Identify and deliver on-going training needs to the concierge team, utilising appropriate internal and external methods and support as well as conduct frequent reviews with direct reports providing constructive feedback and coaching, ensuring KPI’s and SLA’s are met
• Monitor performance, setting guidelines, managing holiday / sickness absences and organise shift cover, undertaking or organising emergency cover as required.
• Effective liaison with customers on a daily basis, attending to any issues and enquires and ensuring matters are resolved.
• To ensure all accidents and incidents are investigated and reported to the front of house and development manager.
• Undertake development equipment and emergency systems tests weekly and keep a log as required.
• Monitor security on site and track and resolve security concerns
• Provide shift and management reports
• Ensure that all the shift reports and daily log is accurate
• Attend regular Management Meetings
• Assist with the organisation of site events and community engagement activities
• Perform any other duties assigned
• Actively and positively engage with colleagues, Residents, visitors, clients and our service providers to ensure a seamless service experience can be created.
• Anticipate Resident needs and follow up to ensure that their expectations are met and where possible exceeded.
• Ensure that a great working relationship is maintained with our client and other departments within the building.
• Take ownership and responsibility ensuring you are working effectively and developing close relationships with your colleagues.
• Support your colleagues and assist coaching New Starters through their probation periods
• Support and assist training team members as required To assist writing new S.O.P has and follow up with each team member.
• To effectively delegate tasks to team members ensuring expected standards are maintained.

Skills Required

• Proficiency in spoken and written English.
• Professional attitude to service provision
• Ability to resolve complaints effectively and within procedures
• Ability to work as an individual and part of a team
• Excellent communication and influencing skills
• Familiar with Microsoft Office Applications such as Excel, Word and Outlook
• Polite, courteous and confident, with a great deal of patience
• Ability in multitasking, time management and managing conflicting priorities
• Aptitude in resolving issues with a customer-focused orientation
• A demonstratable strong experience of working with the public, ideally in a service related, customer facing capacity
• Must hold a valid SIA Licence

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

PrinceofWales Mock