Vacancy overview

WHO IS VERTUS?

Vertus is part of the Canary Wharf Group, one of London’s great landlords. Over the last 30 years the Group has serviced the world’s blue chip corporate and retail tenants whilst undertaking the design, construction and management of the ever-growing Estate.

Canary Wharf Group has built this reputation by providing exceptional service through estate management, building management, public space management and security.

The Vertus team manage all aspects of the Build to Rent assets on the Estate, as well as the initial management during the final construction programme and handover period.

The team are based on site and comprise a core group of experienced specialists and individual building management members, dedicated to the leasing and management of both the building and the apartments.  This team have a comprehensive track record of delivering excellent service and are dedicated to meeting the needs of their customers and residents.

Job Summary

Reporting directly to the Manager - Concierge and working closely with and taking daily instructions from the Building Manager, you will ensure that residents (tenants) have the best rental experience and consistently deliver the highest levels of customer service, becoming a Vertus brand ambassador. 

Main Responsibilities

• Deliver unparalleled levels of service for all residents and their guests and always make the site feel like their home.
• Engaging with residents. Building professional yet caring and supportive relationships.
• Delivering consistently high levels of customer service at all times.
• Supporting all marketing and promotional aspects of the building and its apartments.
• Carrying out viewings of apartments available to let when required.
• Assisting tenants moving in to their apartment and completing apartment and appliance inductions as needed.
• Escalating any service or performance issues for immediate rectification with the central Helpdesk.
• Assisting with the coordination of community events.
• Be responsible for the cleaning, inspection and immaculate presentation of reception area and common parts, ensuring these remain pristine at all times.
• Providing local area information to residents.
• Liaising with the Building Manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.
• Ensure the security of the building is never compromised.
• Whilst covering the desk you may need to carry out office and administrative duties and assist with ad-hoc work as required.
• Provide a detailed handover at the end of each shift to ensure continuity of service at all times.
• Coordinating tenancy inspections and undertaking inspections of the apartments as instructed.
• Supporting residents at the point of moving in/out and administering checks.
• Supporting residents with any queries and directing any maintenance reports to the Head Office relevant teams.
• Undertaking daily and weekly inspections of the building.
• Access control management including fob programming and cancellation to agreed protocols.
• Reporting and assisting with any cleaning issues as they arise.
• Assisting with the co-ordination of day to day on site services and signoff in accordance with the central team’s maintenance schedules.
• Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with Vertus procedures.
• Recording all safety checks, contractor visits and completing on site reports including daily activity logs.  
• Establishing and developing working relationships with suppliers and contractors.
• Day to day management of the amenity spaces including room booking co-ordination.
• BringMe parcel management, including sign in and out of larger items for residents.
• Undertaking routine daily/weekly safety inspections and updating the central management team.
• Process resident payments.
• Available to respond to out-of-hours rota for emergencies as required.

• Previous experience in residential property (private rented preferred), hospitality or customer service sectors is essential.
• Excellent communication and interpersonal skills displaying understanding of residents’ needs
• Good level of computer literacy using Microsoft Word, Excel and Outlook.
• High standard of written and spoken English, additional language skills are of benefit.
• Must be pro-active and able to use initiative in order to enhance the building reputation and make the community the best available.
• Flexibility and adaptability.
• A sense of humour and plenty of energy and enthusiasm.
• Problem solving, well organised and ability to work well under pressure.
• Well-groomed and of smart appearance.