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About the Role

Provide night-time concierge cover for absences across the Residential Concierge Department, maintaining a professional presence and supporting residents and building users. This role offers exposure to various properties and operational procedures, building versatile concierge skills. Flexibility, dependability, and confidence working independently across London Zones 1-6 are essential, with potential for short-notice assignments. Primarily a night-working role with varying shift patterns, including weekends and public holidays. Adaptability, punctuality, reliability, and accountability are key. Requires confidence in independent decision-making and issue escalation during night shifts.

Responsibilities

Ensure the highest standards of presentation are maintained at all times, keeping reception and concierge areas clean, tidy, professional, and welcoming.
Work across various residential locations throughout London on a changing rota that may include different night shift patterns, weekends, public holidays, and short-notice changes.
Maintain a consistently high standard of personal appearance and professional conduct, demonstrating a courteous, helpful, approachable, and professional manner.
Carry out duties in accordance with instructions provided by management.
Comply at all times with site-specific concierge processes, procedures, operating standards, emergency procedures, and company policies.
Establish and maintain professional working relationships with residents, colleagues, contractors, visitors, building management, and other stakeholders.
Act as a professional first point of contact for residents, visitors, contractors, and other persons entering or contacting the building.
Meet and greet visitors and maintain accurate visitor records where required.
Contact residents prior to allowing visitors beyond reception or concierge areas and obtain appropriate authorisation where required by site procedure.
Assist and direct visitors appropriately while maintaining awareness of access control and building security procedures.
Maintain appropriate control of access to the building during night-time hours and ensure visitors, contractors, deliveries, and other persons are managed in accordance with site-specific procedures.
Challenge, verify, or escalate unauthorised or suspicious access appropriately and professionally.
Answer telephone calls, intercom systems, emails, and resident enquiries professionally and provide appropriate assistance or escalation.
Deal with resident and visitor queries efficiently and professionally, ensuring appropriate information is provided regarding action taken and expected follow-up.
Receive, record, store, and release parcels and deliveries in accordance with site procedures.
Acquire a strong working knowledge of the systems, procedures, emergency arrangements, and operational requirements of each property attended.
Receive a clear and comprehensive handover at the beginning of each shift and provide an accurate handover at the end of the shift.
Ensure that incidents, outstanding actions, building faults, resident matters, contractor activity, deliveries, alarms, and other relevant information are clearly recorded and communicated.
Maintain accurate written and electronic logs throughout the shift, including incident reports, visitor records, contractor records, and other significant events.
Respond appropriately to out-of-hours incidents, alarms, building faults, access issues, resident concerns, emergencies, and other operational situations.
Follow all site-specific escalation procedures and contact appropriate emergency services or management when required.
Work independently during night shifts, taking appropriate ownership of issues while recognising when escalation or additional assistance is required.
Comply fully with all lone-working procedures, welfare checks, check calls, and other safety monitoring processes.
Maintain a physical presence at the reception or concierge desk as required.
Carry out routine patrols or building checks in accordance with site procedures where required and appropriately trained.
Monitor CCTV systems, alarm systems, fire panels, access control systems, or other building systems and respond in accordance with site-specific procedures where required and appropriately trained.
Carefully complete all site-specific reports, logs, checklists, incident reports, and other required documentation.
Assist residents, visitors, contractors, colleagues, and other building users appropriately in the event of an emergency.
Be familiar with site emergency procedures, including fire evacuation procedures and emergency contacts.
Comply with all Health & Safety requirements, fire safety procedures, company policies, and safe working practices.
Ensure that contractors arriving on site follow the required contractor management, access, permit, and Health & Safety procedures.
Immediately report any hazards, defects, accidents, incidents, security concerns, safeguarding concerns, or Health & Safety issues.
Protect residents’ privacy and confidentiality at all times and handle personal or sensitive information responsibly.
Maintain appropriate professional boundaries when dealing with residents, visitors, contractors, and colleagues.
Ensure that keys, access cards, fobs, equipment, documents, and other controlled items are handled and recorded securely.
Remain alert, attentive, and professional throughout the entirety of the shift.
Ensure that personal mobile phones or other personal devices do not interfere with the performance of duties.
Carry out any reasonable additional duties required to support the safe and effective operation of the building.

Requirements

Must be flexible, dependable, and confident working independently across multiple sites throughout London Zones 1–6, sometimes at short notice.
Must be able to work night shifts across different locations in London and respond flexibly to changing operational requirements.
Must be able to work independently during night shifts, often with reduced on-site staffing, taking appropriate ownership of issues while recognising when escalation or additional assistance is required.
Must be able to follow detailed procedures while also using appropriate judgement when unexpected situations arise.
Must be comfortable working overnight and during quieter periods without losing focus or attentiveness.
Must be committed to providing consistently high standards of service regardless of the location or assignment.
Must be aware of and comply with all company policies, procedures, rules, standards, and terms and conditions of employment at all times.

Skills

Excellent Communication and Interpersonal Skills
Confident, articulate, professional, calm, and approachable in all interactions, both verbal and written.
Able to communicate effectively with residents, visitors, colleagues, contractors, clients, emergency services, and management.
Able to remain calm and communicate clearly during difficult, sensitive, or emergency situations.
Customer Service Experience
Demonstrable ability to deliver consistently high standards of service while maintaining professionalism and appropriate boundaries.
Independent Working and Decision-Making
Confident working independently, particularly during overnight periods when immediate management support may be limited.
Able to assess situations appropriately, follow procedures, take reasonable action within the responsibilities of the role, and escalate when necessary.
Adaptability and Resilience
Able to adjust quickly to different buildings, procedures, teams, residents, shift patterns, and operational requirements.
Comfortable working in unfamiliar environments and responding positively to short-notice changes.
Able to remain calm, professional, and effective when dealing with unexpected situations or operational pressure.
Reliability and Flexibility
A high level of punctuality, dependability, attendance, and personal accountability is essential.
Organisational and Time Management Skills
Able to prioritise responsibilities effectively, manage competing demands, meet deadlines, and maintain accurate records with minimal supervision.
Able to provide clear and accurate handovers and ensure outstanding actions are appropriately communicated.
Incident and Emergency Awareness
Able to respond calmly and appropriately to incidents, emergencies, alarms, building faults, access concerns, and resident issues.
Able to follow emergency and escalation procedures accurately and understand when additional assistance is required.
IT Literacy
Confident using Microsoft Outlook, Word, Excel, and other common workplace systems.
Able to learn and confidently use site-specific systems, visitor management systems, access control platforms, parcel management systems, and property management software.
Administrative Efficiency
Able to maintain accurate written and electronic records, complete incident reports, update logs, manage visitor and contractor records, and carry out front-of-house administration to a high standard.
Health & Safety Awareness
Good awareness of Health & Safety responsibilities, fire safety, emergency procedures, lone-working requirements, and safe working practices.
Able to identify and report hazards or concerns appropriately.
Security Awareness
A good level of security awareness is desirable, particularly regarding access control, suspicious activity, key management, contractor access, and emergency response.

Location

London Zones 1-6

Work Type

Night shifts
Zero hours

Experience Level

Not specified

Education Level

Not specified

Salary/Compensations

£14.90/hr

Benefits

See our Benefits Booklet for more information.

About the Company

SMR's operations require staff to adopt a flexible approach and support the business as required.