Residential Concierge Team Manager - Ethos Farm

Ethos Farm 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.

Key Responsibilities

• Provide pro active 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 provision.
• 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 Support.
• 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 every 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 practice, 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.

Working hours

The contract is 40 hours per week, working Mon Fri with some flexibility to work weekends as required. Shift times are 9:00 - 18:00 inclusive of a 1 hour unpaid break, with some flexibility around start/finish times.