Residential Concierge & Residential Parcel Service Team Leader

About the destination:
Battersea Power Station once provided one fifth of London’s electricity and is now one of London’s most iconic and exciting mixed-use destinations where people live, work, shop, eat and play.

Role purpose:
The primary purpose of this role is to provide visible, energetic, proactive and engaging management of your team to enable the delivery of exceptional and consistent standards of service, operational performance and team engagement. Our Residential Concierge and Residential Parcel Service Concierge teams are managed by separate Team Leaders.

Key responsibilities:

• Provide line management of your team and first line response to operational situations.
• Be visible to your team and residents as one of the on-shift Residential Concierge and Residential Parcel Service Team Leaders.
• Manage the deployment and rotation of your team on-shift to ensure team wellbeing and to meet operational needs, in collaboration with the Team Leader - Service Desk & Scheduling.
• Work as part of the operational team, delivering service to residents and conducting functional job tasks; also cover team members as required during breaks and other situations that require flexibility.
• Provide support and care for your team so that they feel valued.
• Provide feedback and recognition so that team members know how they’re performing.
• Provide coaching and direction to team members to help them improve their performance where required so that eery individual can deliver exceptional and consistent standards of service and operational performance.
• Complete regular performance check-ins, one-to-one, and personal development conversations to support the development of individuals in your team and manage under performance where required.
• Complete all line management and administration activities for your team of direct reports including Return to Work interviews, investigations, training completion etc.
• Ensure team members are up to date and confident to deliver processes consistently and in line with documented operating procedures.
• Conduct audits and close-out action to ensure that the environment is safe, clean, today and well maintained for residents and team members.
• Help team members to understand expectations, changes to operations, and the reason for decisions.
• Work with the client and other service partners across the estate to resolve challenges, share best practise, and implement improvements.
• Be solutions focused and take accountability for resolving team challenges and operational challenges.

Required knowledge, skills, experience, and behaviours:

• Confidence using IT equipment and systems, for example laptop, tablet, phone, diary, email, access control and fault logging systems and capturing data and reporting.
• Excellent written and spoken English including spelling and grammar with the ability to reply to emails from residents, team members and the client.
• Flexibility and a can-do attitude.
• Confidence working alone and prioritising tasks, including during periods of intense workload.
• Confidence giving a warm, friendly and professional service in line with our unique ‘style of service’, and communicating effectively with residents and the client.
• Being a team player, working effectively together with others across different service partners and with the client directly.

The contract is 38.5 hours per week, working 12-hour shifts on a 4-on, 4-off pattern. Shift times are 0800-2000 and 2000-0800. Shifts include a 1-hour unpaid break.