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**About us**

The Guinness Partnership specialise in care services for older people and adults with learning disabilities. We want to provide great person-centred services to enable our customers to live positive, independent lives. Working with us is different and here’s why:

- Everything we do is about our customers so any profit we make is re-invested back into our business.
- 94% of our Home Care customers are entirely satisfied with the service we deliver.
- We really value our employees and offer excellent training and support

We are looking for support with **_concierge_** shifts at Pickmere to cover sickness on a Bank-hour basis covering shifts between 7pm-7am.

Pickmere is an Extra Care Housing scheme housing the over 55’s and housing approximately 90 tenants. The team at the scheme comprises of Manager, Deputy Manager, Admin, Caretaker, Domestic Technicians and Concierge

**Key responsibilities**:

- Provide a high quality and responsive ‘front of house’ service for customers; (provide communications,) advice and solutions for repairs, (tenancy management and rents)
- Engage and communicate effectively with customers (and provide advice on local area information, services and events) and day staff
- Project a professional manner all times with an emphasis on hospitality and warmth.
- Respond positively and quickly, using agreed standards to resolve customer complaints, issues and challenges, ensuring any anti-social behaviour is defused asap
- Ensure compliance with all relevant Health and Safety legislation and guidance at all times including COSHH regulations in relation to the delivery of services that are your responsibility
- Ensure that concierge checklists and incident reports are completed as required
- Complete visual inspections of (fire equipment) the building and complete relevant paperwork to report any defects
- Ensure that all communal (and landscaped) areas including bin stores are clean and maintained to the highest of standard (in line with agreed specifications, targets and timescales for action)
- Liaise closely with on-site contractors attending for emergency repairs and supervise their activities to ensure minimum disruption; keeping customers informed and updated of progress of ongoing works

**Skills/ Experience**

**Essential**:

- Experience of working with customers and acting on their feedback to deliver great customer service
- Able to work together and communicate well with others including day staff.
- Make things possible and inspire success
- Professional and principled in your approach
- Sets high standards with a focus on performance and excellence
- Able to take ownership and be proactive and enthusiastic in your approach
- Understanding of the importance of health and safety compliance including COSHH regulations
- Good level of IT skills and knowledge
- Good oral and written communications
- Good administration skills
- Basic understanding of Health & Safety & best practice

Desirable:

- Previous concierge/front of house experience
- Previous experience of operating CCTV, including compliance with the Information Commissioner’s CCTV Code of Practice
- Contractor management and experience in the delivery of estate, cleaning, caretaking, gardening and maintenance services
- Experience of health and safety legislation and best practice in the delivery of (estate) services
- Previous experience of working with people over 55 years with health, housing or social needs

Essential Qualifications:

- (City & Guilds or NVQ in Housing, Customer Service or Health & Social Care or relevant experience)