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. Canary Wharf Communities has been set up to manage the Canary Wharf Groups affordable rent buildings located in Wood Wharf.

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.

Main Responsibilities 

1. Delivering consistently high levels of customer service at all times.
2. To ensure that all calls received by the Help Desk are promptly and efficiently processed in accordance with agreed procedures.
3. To follow up all tenant related issues as part of the Vertus Customer Satisfaction Service plan.
4. To maintain excellent tenant/customer relationships both verbally and using the database system when logging requests.
5. To ensure that the required databases are maintained and processed in accordance with the agreed procedures.  
6. To assist in the monitoring of the building control system and to ensure that any faults/alarms are immediately passed to the relevant maintenance staff.
7. To assist the Co-ordinator - Operations on a day-to-day basis with the planned maintenance / reactive system and to issue tasks to the Engineers.  
8. To assist with the issuing of permit to work documentation as directed by the Manager – Operations.
9. To ensure that the Manager – Operations / Building Managers are kept fully informed of all events.
10. To carry out clerical duties and filing as required including assistance with typing if appropriate.
11. To process and file all tenant services maintenance agreements/Engineer service sheets.
12. To assist with Administrator/Secretary duties in accordance with agreed procedures.
13. To assist with the process of the moving in/out of new tenants.
14. To support budgeting procedures.
15. To process any external and internal correspondence including invoices, letters, estimates and contract documents and distribute accordingly.
16. To have good attention to detail and high organisational skills.
17. To be able to show pro-activity, resilience, confidence and high levels of service.
18. To be able to show outstanding time management and multi-tasking skills, be an excellent problem-solver and have the ability to use initiative when completing tasks.
19. To be able to show ability to remain calm and focused and to produce work that is accurate whilst working under pressure.
20. To prepare and process Invoice Requests, Cross Charge Requests and other such documentation.
21. To carry out any other reasonable duties as requested by the Manager - Operations.

1. Previous experience in operating a “help desk" service in a residential/operational environment is preferable.
2. Computer literacy is essential including a good working knowledge of Microsoft Office (Excel, Word, and Outlook). Knowledge of the Concept system is essential.
3. The incumbent must have an excellent telephone manner and be able to communicate at all levels.
4. It is essential that the candidate must be able to work on their own initiative, communicate at all levels and deal with problem situations.
5. The incumbent must have an appreciation of the importance of customer service and how this is applied in the context of Canary Wharf.
6. A flexible in approach to all tasks undertaken is essential.