We're looking for a Night Concierge Officer to join Your Place and be part of our dedicated team to help us with our mission to solve homelessness in east London, one person at a time!
About the role
Based within the Harbour Project, this role plays an important part in the delivery of a high standard customer service for Your Place residents and partners whilst also leading on the provision of an excellent welcome service whilst ensuring they maintain control over site access and security during us out of hours.
The role is vital in the delivery of a trauma informed customer service to ensure that all our customers during contact are dealt with in line with our values, policies and procedures and ensuring that services and advice provided is efficient, effective, and accurate.
This role will also be responsible for providing a professional, engaged and customer focused first point of contact for our residents, partners and stakeholders working collaboratively with the team leader and security team outside normal office opening hours Monday – Sunday overnight.
It will Include shared responsibility to ensure the service Is clean and safe overnight. This includes carrying out Health & Safety responsibilities for the site. this role will Include working with the night support worker to support residents throughout the night If required.
To liaise with the out of hours on call management in line with policy and procedure if required.
Salary: £27,082 - £28,000 annual salary
Contract: Permanent
Hours: 48 hours
Location: Canning Town, London
Other responsibilities include
- To ensure residents, staff and visitors to the building are admitted safely and to ensure visitors are in the right place during their visit, access control, site security and health and safety out of hours opening times.
- To provide a professional and courteous welcome to the building to all our residents, visitors and team members working out of hours.
- Ensure only authorised people are permitted into the building out of hours
- Ensure all staff and visitors including contractors and emergency services entering and leaving the building out of hours are duly signed in and out.
- Ensure that all those who enter the building are met with a friendly and professional greeting.
- Ensure the entrance area is clean, tidy and welcoming.
- Manage the time visitors and residents are kept waiting (for appointments or responses to queries) in a friendly and efficient way.
- Contact the on-call management when required when dealing with emergencies and incidents as safely as possible and in a timely manner.
- Handout residents’ post and parcels and keep records updated. Noting and sharing any irregularity.
- Follow equipment loaning protocols and keep records updated.
- To be responsible for carrying out health and safety responsibilities and to report any repairs to facilities.
- Manage noise levels to avoid neighbour nuisance
- Take a key role in the fire emergency procedure in line with the fire risk assessment and safe working procedures.
- Collaborate with the night support worker on duty to ensure the security of the building.
- Monitoring CCTV as required and reporting any concerns as per procedure.
- As guided by the Management team to undertake cleaning and basic facilities management duties.
- Answer resident queries when possible and forward on to the relevant team member when it cannot be answered immediately via email or set protocols.
- Share any concerns about resident welfare or behaviour with support/housing team members as per agreed protocols in place.
- To handover to day team as per agreed procedure which includes reading and update the handover log (online or manual) at the beginning and end of every shift.
- To update the case management system in relation to any incident or complaint /compliment received from a resident.
- In collaboration with night support worker and other staff working out of hours carry out joint floor and welfare checks as required.
- To attend meetings internally as and when necessary, for example, Directorate, Management and Team planning meetings.
- To attend day time training as and when required for example health and safety or fire training
- To undertake such other duties within the competence of the post holder which may be required from time to time.
To be deployed to other buildings managed by Your Place on an emergency basis.
About you
Experience
- Experience working in a hostel as concierge or customer service or in a similar role and environment
- General office experience including answering the phone and providing face to face customer service
Skills & knowledge
- Basic understanding of health and safety
- Good written and verbal communication skills
- Good IT skills including Microsoft Office packages (Word, Excel, Outlook and PowerPoint)
- Excellent telephone manner
- Ability to work under pressure and deal with difficult situations
- Understanding of and commitment to diversity, inclusion and equal opportunities
- Understanding the importance of confidentiality in relation to communal living
Abilities
- Ability to interact and communicate effectively with a wide variety of people maintaining professional boundaries
- Ability to physically use and manage cleaning equipment
- Ability to accurately input information on a database or information systems
- Diplomatic and tactful
- Patient and tolerant
- Self-motivated and enthusiastic
- Honesty, reliability and punctual
- Good interpersonal skills
Desirable criteria
- Previous experience of working in homelessness services or supported housing
About applying
When applying don't forget to answer the questions in our application process to tell us more about how you meet the skills, knowledge, and experience to be successful in this role.
At Your Place, we are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that the different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better resident outcomes. We welcome applications irrespective of peoples age, disability, sex, gender, identity and gender expression, race or ethnicity, religion or belief, sexual orientation or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.
This post is subject to an Enhanced DBS check and a right to work in the UK.
