Residential Services Team Leader

St Monica Trust; Quarter; On-site; GBP 34,000 - 41,000; Full time

Job summary

St Monica Trust in United Kingdom is seeking a proactive Residential Services Manager to lead concierge, porter and housekeeping teams, ensuring safe, secure and welcoming environments for residents across our villages.

You will drive continuous improvement of the resident experience, manage budgets and resources, and partner with the Village Manager to uphold health and safety standards and rapid response to issues.

Qualifications

• Experience in a similar management role.
• Knowledge of hospitality and customer service principles.
• Budget management relating to stock and supplies.
• Awareness of needs of older people.
• IT skills: Word, Excel, Outlook.

Responsibilities

• Deliver concierge, porter and housekeeping services meeting safety and domestic needs.
• Improve resident experience by acting on customer feedback and collaborating with managers.
• Oversee operations: waste, cleaning, minibus, stock, CCTV and emergency response.
• Line manage Porter/Concierge and Housekeeping teams.
• Deputise for Village Management and coordinate with Residential Services Leaders.
• Ensure health and safety, review risk assessments and COSHH.

Skills

Management experience

Customer service

Budget management

Stock control

Older people care

MS Office

Education

NVQ 4 - Management qualification or equivalent

Tools

MIDAS minibus driver

MS Office suite

Job description

40 hours per week.

Key Results

• Effective delivery of a concierge, porter and housekeeping service that meets the safety, security and domestic needs of our residents in at least one of our Trust's villages.
• Continuous improvement to the resident experience, by responding to customer feedback, working with the Village Manager/other managers; and modelling the Trusts vision for excellent customer service.
• Accountable for concierge and housekeeping operations, including (but not limited to) waste management; domestic and communal cleaning; the minibus service and maintenance; stock management; CCTV/security and emergency response.
• Line management of Porter/Concierge and Housekeeping teams following SMT policies and procedures.
• Deputise for the the Village Management team when required alongside close working relationships with other Residential Services Team Leaders across sites.
• Ensure compliance in health and safety; reviewing risk assessments and COSHH sheets.

Skills and experience

Communication

• Advocate culture of communication and information sharing between team members.
• May involve others in resolving and discussing mutual problems.
• Written responses presented in range of formats.
• Exchanges and clarifies technical or complex info for diverse audience.

Thinking Style

• Analyses facts and available information to resolve varied and non-routine problems.
• Plans and organises a range of interlinked activities and tasks.
• May modify processes for best outcomes.
• Confident with data and report writing/business case.
• Aware of wider issues.
• Uses experience to identify most appropriate actions.
• Pre-empts issues and trouble shoots.

Leadership

• Deliver informal coaching and guidance.
• Support team leader/line manager in recruitment and selection of new colleagues.
• Oversee Bank and Agency workers, allocating work and general line management responsibilities.
• As relevant, contribute to colleagues' performance reviews.
• Monitors workflows.
• May be responsible for coaching, advising, onboarding, delegating to colleagues.
• General day to day management duties following People policies.
• Motivates, inspires and drives colleagues to meet the needs/demands of the role.

Working with others

• Role models integrity.
• Flexible style, stepping in to support team members when required.
• Liaises with other teams/departments and external partners/contacts as service area expert.
• Encourages engagement and flexibility within team.

Other Skills and Qualifications

Essential

• Experience in a similar management role
• IOSH NEBOSH or other Health and Safety qualifications or working towards
• Level 3 First Aid at Work qualification or working towards
• Infection Prevention and Control qualification or working towards
• Knowledge and experience of porter and housekeeping functions
• Experience creating and reviewing risk assessments
• Experience and knowledge of customer service/hospitality principles
• Budget management in relation to stock and supplies.
• Understanding of general cleanliness and hygiene
• Understanding of the needs of older people.
• Confident with Word, Excel, Outlook and other IT systems

Desirable

• NVQ 4 - Management qualification or equivalent (or able to evidence equivalent experience)
• MIDAS trained minibus driver
• Knowledge and understanding of older people
• Knowledge/best practice for manual handling
• Knowledge of fire procedures

Additional information

• Duties must be carried out in compliance with St Monica Trust's Equality, Diversity and Inclusion Policy.
• This role profile contains the principal accountabilities relating to this post and does not describe in detail all the duties required to carry them out.
• This post is exempt from the Rehabilitation of Offenders Act 1974 and this means that any criminal conviction, including spent convictions, must be made known at the time of the application.

Salary Ranges:

£37,544.00 - £37,544.00

Time Type:

Full time

If you have any queries please email our Recruitment Team - [e-mail]