Duty Manager

Riverstone Bishops Avenue - Concierge; Greater London; On-site; GBP 42,000 - 50,000; Full time

Job summary

A luxury living residence in Greater London is seeking a Duty Manager to oversee the operations and ensure exceptional services for residents, guests, and visitors. The ideal candidate will have a strong background in customer service and the ability to manage safety and compliance, while fostering relationships within the community. This role offers a starting salary of £42,740 plus bonuses, enhanced pension, life assurance, and other benefits, contributing to a vibrant and fulfilling work environment.

Benefits

£42,740 starting salary

Performance-related bonus

Enhanced employer pension scheme

Life assurance cover

Annual private health assessment

Season ticket loan scheme

Free meals on duty

Discounts and cashback at retailers

Qualifications

• Experience in delivering high-quality customer service.
• Strong organizational skills and ability to manage multiple priorities.
• Valid driving license is essential.

Responsibilities

• Deliver exceptional resident services and experiences.
• Oversee safety and compliance with legal procedures.
• Act as the first point of contact for resident queries and issues.

Skills

Customer service excellence

Organizational skills

Attention to detail

Communication and interpersonal skills

Experience with building management systems

Job description

Be a part of something new and exciting; find your place at Riverstone.

£42,740 a year starting salary, plus performance-related bonus.

Be one of our first Duty Managers at our new Riverstone residence at Bishops Avenue, near to Hampstead Heath.

Let’s start with what is a Riverstone Residence? Think of a blend of outstanding apartments, with the services of a private members club and a luxury hotel. Riverstone offers a community for over 65’s that assists with maintaining an active, independent and rewarding lifestyle whilst offering the reassurance of service, security and well‐being support.

The best of what you love about hospitality– varied role delivering a great experience, but without the demands and job insecurity that can go with traditional hospitality roles.

We offer more than just a competitive package; we provide the opportunity to play a meaningful role in shaping our vibrant community from the ground up. If you are passionate about people and making a tangible difference in the lives of others, this is your chance to join a team that values service excellence, innovation and teamwork.

You will bring your experience from a high‑quality customer service background (possibly, but not exclusively hospitality), to ensure the highest standards of resident services, delivering great experiences for all residents, guests and visitors.

As the title implies, you will be responsible on a day‑to‑day basis for overseeing the safe, compliant, and secure operation of the residence at all times, responding swiftly and professionally to resident service requests, queries and issues.

The successful candidate will be based onsite at our Bishops Avenue residence. Our Duty Management team operate on a 12‑hour shift pattern (11.5 working hours) working a 4 on, 4 off pattern. This working pattern may evolve as we continue to grow and learn from our colleagues, what best supports their needs and wellbeing.

Key Responsibilities of the Duty Manager role

• Deliver exceptional resident services to create amazing experiences for residents, guests, and visitors, ensuring all areas are professionally operated and immaculately presented in line with Riverstone’s standards.
• Oversee safety, security, and compliance, ensuring all legal, health, and safety procedures are followed, including fire safety, first aid, safeguarding, and regular security checks.
• Act as the first point of contact for resident queries, complaints, and issues, responding professionally and promptly, and keeping residents informed throughout the resolution process.
• Build and maintain positive relationships with residents, colleagues, partners, suppliers, and contractors, embodying Riverstone’s culture and values in all interactions.

This role will be great for you if you…

• Naturally curious with a passion for delivering excellent service‑experiences and meeting the needs of customers
• Experienced int he delivery of high‑quality customer service
• Have an affinity with Riverstone's profile of residents
• Strong organisational skills with the ability to manage time and juggle multiple priorities to execute high quality deliverables
• Excellent attention to detail and an 'all hands‑on deck' approach to service delivery
• Computer literate with experience of building management systems
• Excellent communication, engagement and interpersonal skills and good business writing skills
• Hold a valid driving licence (essential)

A rewarding role

• £42,740 a year starting salary, plus performance‑related bonus
• Someofthe otherbenefitsthatyouwillhaveaccesstoinclude:
• Enhanced employerpension scheme
• Lifeassurance cover
• Annual privatehealthassessment
• Seasonticket loanscheme
• Free meals on duty
• Savewithus-access a rangeof discounts and cashback fromhundreds of high street retailers on everyday(and special day) items.

About Riverstone

Riverstone’s ambition is to create exceptional London living for people over 65.

Riverstone is addressing the needs of a new generation of older Londoners with a best‑in‑class product that will extend and enhance the independent lifestyles they enjoy. It will allow them to stay in the neighbourhoods they love and enable them to live the life they want to live. With high specification apartments in central locations, Riverstone's residents will benefit from first‑class facilities, a like‑minded community, hotel‑like hospitality and – when needed – highly personalised, discreet care.

Our two exceptionally designed developments in Fulham and Kensington were the first of many as we grow. Both opened in 2022. Our next location Riverstone Bishops Avenue is due to open in 2026.

Riverstone is backed by Goldman Sachs, which is supporting the business’ ambition to build a portfolio of residences in prime central London locations.

If you are our future Duty Manager, please apply!