Residential Building Manager

Department: Residential Estates

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Company: CW Wood Wharf Residential Staffco Limited

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Reporting to: Manager - Operations & Facilities

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Job Summary
The Residential Building Manager is responsible for leading all aspects of operations, resident experience and service delivery across 10 Park Drive and 8 Harbord Square two luxury residential buildings located in the Wood Wharf district of Canary Wharf.

The role supports operations through a visible on-site presence, ensuring that the buildings operate safely, efficiently and to the highest standards of quality and hospitality. The Building Manager sets the tone for service culture, integrates with the Front of House and Maintenance teams, and ensures every aspect of building management runs smoothly.

It is a key management position that combines operational excellence, staff and resident engagement to maintain 10 Park Drive, 8 Harbord Square and the Wood Wharf estate as one of Canary Wharf's go to destinations.

Salary is up to £60,000 DOE

Closing Date is Sunday 21st December

Main Responsibilities
Operational Oversight

• Provide overall management of the residential buildings, including oversight of all resident-facing services and standards.
• Act as the lead point of contact and spokesperson for all resident-related matters, including engagement with Residents Associations and Groups.
• Lead on the coordination and delivery of building services and resident engagement strategies. Working closely with the Manager - Front of House, Maintenance Team, and Manager - Operations & Facilities, ensuring full team effectiveness, clear objectives, and joined-up delivery.
• Provide support and guidance to the Maintenance Teams and Manager - Front of House on technical and safety matters to help facilitate swift issue resolution.

Resident Experience And Communication

• Deliver a consistent, high-quality residential experience through proactive communication, visibility, and professional resident interactions.
• Coordinate all building-wide communications, notices, newsletters and updates.
• Manage and attend resident meetings, forums, and engagement sessions.
• Address escalated complaints or service failures and ensure timely resolution.

Amenity Oversight

• Oversee the presentation, operation, and service delivery of all communal and resident-facing amenity spaces, including lounges, dining rooms, screening room, and roof terrace.
• Ensure resident access policies, usage rules, and service levels are monitored and maintained.
• Work with the Manager - Front of House to enhance usage and programme events or improvements.

Soft Service Contracts and Compliance

• Manage the day-to-day delivery and performance of soft service contractors, including cleaning, pest control, waste, window cleaning, and landscaping.
• Undertake regular quality checks and audits of cleaning and presentation standards.
• Work with the procurement and estate teams to review and tender contracts where necessary.
• Maintain full compliance across noticeboards, signage, public-facing documents, and display requirements.

SOP and Process Ownership

• Develop (where required), review and own Standard Operating Procedures (SOPs) for all resident-facing services.
• Ensure all processes are documented and followed by all relevant staff.
• Collaborate with the Manager - Operations & Facilities to integrate H&S and compliance processes where relevant.

Budgeting and Financial Oversight

• Assist with service charge budget preparation and monitoring. Attend monthly and quarterly expenditure and service charge review meetings, ensuring budgets are tracked accurately and corrective actions are taken where necessary.
• Ensure the forthcoming year's budget is planned, reviewed and submitted in a timely and coordinated manner.
• Approve purchase orders and track expenditure. Identify cost efficiencies while maintaining quality.

Insurance Claims Management

• Ensure all incidents with potential insurance implications are reported promptly to the Insurance Department.
• Progress insurance claim procedures in line with company requirements.
• Keep all relevant parties fully informed of claim progress and resolution.

Retail and Commercial Oversight

• Provide management oversight of retail and commercial units located within the residential building, ensuring that occupiers adhere to building regulations, lease obligations, and standards of presentation.
• Work collaboratively with the Manager - Operations & Facilities on any M&E, fire safety or compliance matters relating to the commercial premises.
• Act as a key liaison for occupiers, supporting clear communication and coordination between commercial tenants and residential operations teams.

Sustainability Initiatives

• Support the delivery of sustainability and environmental initiatives as directed by Canary Wharf Group, including waste reduction, recycling improvements, energy-saving practices and resident engagement campaigns.
• Promote sustainable behaviours across the residential team and ensure alignment with CWG Environmental and ESG objectives.

Team Management and Staff Development

• Work collaboratively with the Manager - Operations & Facilities, Manager - Front of House and wider CWRML colleagues.
• Support the Manager - Front of House with maintaining accurate resident data, raising purchase orders, financial administration, system upkeep, and compliance-related tasks.
• Conduct 1:1s, annual appraisals and set development plans. Support recruitment and onboarding processes across the wider residential site team.

Cover, Emergency Support & Other Duties

• Provide cover for the Manager - Front of House and Residential Building Manager at One Park Drive when needed.
• Responding to emergency situations or urgent out-of-hours matters.
• Carry out other reasonable duties as instructed and directed by the Manager - Operations & Facilities (CWRML).

PERSON SPECIFICATION
Qualifications And Experience

• You will have ample experience in residential property or estate management, ideally within a high-end or mixed-use environment.
• You have proven leadership experience managing multidisciplinary teams including technical and front-of-house functions.
• You understand service charge administration, leasehold structures and compliance requirements.
• You are confident in managing external contractors and soft service providers.
• You are educated to A-Level standard (or similar) and hold a TPI qualification.
• IOSH Managing Safely or an equivalent health and safety qualification is desirable.

Skills And Attributes

• You are highly organised, commercially aware and confident communicating with a range of stakeholders.
• You lead with professionalism, empathy and attention to detail.
• You remain calm under pressure and take a solution-oriented approach to challenges.
• You are financially literate and able to interpret budgets and reports accurately.
• You are flexible, proactive and willing to provide hands-on support when needed.

Health Safety And Welfare Responsibilities
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental, Social & Governance (esg) Responsibilities
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

Quality Management Responsibilities
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

Company Values
Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

What We Offer
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.

If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.

Early applications are encouraged as we reserve the right to appoint at any point.