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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 Concierge Supervisor to lead the Concierge Team to deliver excellent levels of customer service to our mixed tenure of residential developments. To be responsible for supporting the team to provide a welcoming, safe and well-maintained environment. You will oversee the Concierge Team and will ensure that they meet their responsibilities.

Location: St Andrews Village

Working Pattern: 45 hours Per Week. 4 Days On – 4 Days Off (including Bank Holidays) / Break: 1 Hour unpaid

Duties/Key Responsibilities

• Supporting the team and leading by example to welcome clients and residents as ‘front of house’

• Acting as the first point of reference for visitors, contractors and others who need assistance or information about Pinnacle’s services and the development
• Confidence in Health and Safety Procedures, including lone working, fire safety, and electrical safety
• Facilitate contractors’ visits and report on their attendance to management
• Overseeing parcel and key handling processes on behalf of leaseholders, tenants and management
• Coordinate regular security and safety patrols and site inspections, including riser & plant room checks
• Assist local police and management in the provision of CCTV footage for the purposes of crime prevention and resident safety and security
• Reporting health & safety incidents or hazards to management in a timely manner, and taking immediate action to minimiserisk of injury to persons
• Noting and reporting repair and maintenance issues to management, on-site caretaker or the responsible contractor, as necessary
• Liaise with residents both in person, by email and via telephone, and resolve escalated resident concerns on behalf of the team and management
• Manage resident complaints in relation to noise or other nuisance or suspected lease breaches, notifying management where necessary

• Assist management in issuing communications to residents about matters that affect them
• Maintain inventory and stock of supplies for the effective management of the concierge desk and services
• Managing sickness and poor performance within the team
• Demonstrating the Pinnacle Values, leading by example to improve performance within the team
• Any other duties outlined by your Senior Property Manager

Skills Required

• Proven experience as deputy or head concierge, ideally within the property management industry
• Professional attitude to service provision
• Ability to resolve complaints effectively and within procedures
• Ability to work as an individual and part of a team
• Proficiency in spoken and written English.
• 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

StAndrews Mock