Head Concierge

Firstport; Chelmsford; On-site; GBP 25,000 - 31,000; Full time

Job summary

FirstPort in Chelmsford is seeking a Head Concierge to lead front-of-house operations, ensuring exceptional resident and visitor service. You will manage the concierge team, oversee training, and drive performance against KPIs while maintaining the highest standards of presentation across the development.

Reporting to the Development Manager, you will coordinate staffing, monitor security, liaise with stakeholders, and uphold FirstPort’s standards of customer care in a luxury residential

Qualifications

• Experience in a similar role at a high-end or luxury development.
• Excellent customer service skills with proven stakeholder management.
• Innovative, with previous staff and facilities or property management experience.

Responsibilities

• Provide front-of-house services and welcome residents and visitors.
• Lead the concierge team, deliver training, and monitor KPIs and SLAs.
• Coordinate leave and holiday cover, and manage emergency contingencies.
• Ensure communal areas are tidy and well-presented at all times.
• Liaise with residents, contractors, and Development Manager; monitor site safety and security.

Skills

Team leadership

Customer service

Facilities management

Job description

Job description

Job Role: Head Concierge

Location: Chelmsford

Salary: £28,000 per annum

Job Sector: Large & Complex

Hours: Monday - Thursday 7am-7pm

As Head Concierge you will contribute to our vision of being the UK's favourite residential property manager by:

• Provide a high standard of customer service to our residents and all visitors to the development
• Act as main point of contact at the front desk, creating a welcoming atmosphere
• Managing a team, driving excellence in line with the company’s 4 pillars

The Head Concierge reports directly into the Development Manager.

About You

You will have experience working in a similar role in a high-end or luxury development. You will have excellent customer service skills having successfully managed key relationships with stakeholders. You will be innovative and knowledgeable, with previous staff management and property management or facilities management skills.

About Us

FirstPort is the UK’s leading residential property service provider, caring for 310,000 homes in England, Wales and Scotland, across 5,600 developments. With over four decades of experience and 4,000 employees, FirstPort works with developers, investors, freeholders and over 1,300 Resident Management Companies.

Main Responsibilities

• Provide front of house facilities and services to our customers
• Identify and deliver on-going training needs to support the concierge team, utilising appropriate internal and external methods and support as well as conduct frequent reviews with direct reports providing constructive feedback and coaching, ensuring KPI’s and SLA’s are met.
• Monitor performance, setting guidelines, managing holiday / sickness absences and organise shift cover, undertaking or organising emergency cover as required
• Ensure all communal areas and other aspects of the development are presentable to the highest standard and each staff member is performing as required.
• Undertake parcel and post facility and distribution to customers.
• Effective positive liaison with customers, addressing queries and concerns in a timely manner.
• Regular site inspections and reporting notable matters to the Development Manager so that work orders can be raised where necessary.
• In conjunction with the development manager, monitoring and supervising contractors carrying out works on and around the development.
• Undertake development equipment and emergency systems tests weekly and keep a log as required.
• Monitor security on site and track and resolve security concerns.

Our Values

Friendly – We look out for people’s best interests, and show them we care by dealing with them in a warm and friendly manner.

Inventive – We’re creative and resourceful. We strive to improve what we do and how we do it, so we can provide the best ideas and solutions to look after people, their homes and communities.

Respectful – We listen, consult and take on-board people’s opinions and needs. We understand the importance of the home and community in people’s lives, and act with respect at all times.

Skilled – We’ve the qualifications, experience and take great pride in our work to consistently deliver the highest standards and value for money. We’re informed, and we’re always building on that knowledge to constantly improve our quality of service.

Trustworthy – We’re always professional, reliable, open and honest. People can depend on us to keep our promises and follow through on our commitments.

The Benefits

Our customers deserve the best and the same applies to our people. We’ll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We’re committed to promoting diversity at FirstPort and recruit on merit. We will consider applications from job share applicants.