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About the Role

The Residential Building Manager is responsible for leading all aspects of operations, resident experience, and service delivery across 10 Park Drive, a luxury residential building. This role ensures the building operates safely, efficiently, and to the highest standards of quality and hospitality, setting the tone for service culture and integrating with various teams to maintain the building as a premier destination.

Responsibilities

Provide overall management of the residential building, including oversight of all resident-facing services and standards.
Act as the lead point of contact 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.
Coordinate with Front of House, Maintenance, and Operations & Facilities teams to ensure effectiveness and clear objectives.
Provide support and guidance to Maintenance Teams and Front of House Manager on technical and safety matters.
Deliver a consistent, high-quality residential experience through proactive communication and professional 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.
Oversee the presentation, operation, and service delivery of all communal and resident-facing amenity spaces.
Ensure resident access policies, usage rules, and service levels are monitored and maintained.
Work with the Front of House Manager to enhance amenity usage and programme events or improvements.
Manage the day-to-day delivery and performance of soft service contractors.
Undertake regular quality checks and audits of cleaning and presentation standards.
Work with procurement and estate teams to review and tender contracts.
Maintain full compliance across noticeboards, signage, public-facing documents, and display requirements.
Develop, 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.
Assist with service charge budget preparation and monitoring.
Attend expenditure and service charge review meetings, ensuring budgets are tracked accurately.
Ensure the forthcoming year’s budget is planned, reviewed, and submitted in a timely manner.
Approve purchase orders and track expenditure.
Identify cost efficiencies while maintaining quality.
Ensure all incidents with potential insurance implications are reported promptly.
Progress insurance claim procedures in line with company requirements.
Keep all relevant parties fully informed of claim progress and resolution.
Provide management oversight of retail and commercial units, ensuring occupiers adhere to regulations and standards.
Work collaboratively with the Manager - Operations & Facilities on M&E, fire safety, or compliance matters for commercial premises.
Act as a key liaison for occupiers, supporting clear communication between commercial tenants and residential operations.
Support the delivery of sustainability and environmental initiatives.
Promote sustainable behaviours across the residential team and ensure alignment with ESG objectives.
Work collaboratively with management teams and wider colleagues.
Support the Manager - Front of House with administrative, financial, and compliance tasks.
Conduct 1:1s, annual appraisals, and set development plans.
Support recruitment and onboarding processes for the residential site team.
Provide cover for Front of House Manager and Residential Building Manager at One Park Drive when needed.
Respond to emergency situations or urgent out-of-hours matters.
Carry out other reasonable duties as instructed by the Manager - Operations & Facilities.

Requirements

Ample experience in residential property or estate management, ideally within a high-end or mixed-use environment.
Proven leadership experience managing multidisciplinary teams including technical and front-of-house functions.
Understanding of service charge administration, leasehold structures, and compliance requirements.
Confident in managing external contractors and soft service providers.
Educated to at least A-Level standard.
Highly organised, commercially aware, and confident communicating with a range of stakeholders.
Professional, empathetic, and detail-oriented approach.
Ability to remain calm under pressure and take a solution-oriented approach.
Financially literate and able to interpret budgets and reports accurately.
Flexible, proactive, and willing to provide hands-on support when needed.
Commitment to Excellence, Integrity, High Performance, Customer Focus, and Quality Solutions.
Fostering Collaboration, encouraging inclusive networks, and treating others with respect and fairness.
Using knowledge to work effectively with suppliers/contractors.
Encouraging Engagement, making appropriate decisions, learning from mistakes, and prioritizing safety.
Taking Ownership, pride in delivering high-quality service, and commitment to self-development.
Embracing Innovation, change, and suggesting improvements.
Fulfilling legal duty for health and safety.
Understanding and adopting the company's ESG Strategy.
Complying with Quality Management System requirements as per ISO 9001.

Skills

Resident experience and service quality
Amenity oversight
Understanding of engineering, concierge, and administrative functions
Soft service contract management
SOP development and governance
Service charge budget input
Resident communication and engagement
Insurance claim reporting and management
Retail and commercial unit oversight
Sustainability and environmental initiatives
Leadership
Communication
Organisation
Commercial awareness
Problem-solving
Financial literacy
Flexibility
Proactiveness

Location

Canary Wharf

Work Type

Full-time
Onsite

Experience Level

Management
Leadership

Education Level

A-Level standard
TPI qualification (preferred)
IOSH Managing Safely or equivalent (desirable)

Salary/Compensations

£60,000

Benefits

Generous pension and insurance plans
Health benefits
Subsidised gym membership
Store discounts
Family leave
Flexible working arrangements (temporary or permanent)
Learning and development opportunities (classroom and e-learning training, mentoring, cross-department experience, on-the-job learning, accreditations, chartered status, sponsorships, further educational opportunities)

About the Company

CW Wood Wharf Residential Staffco Limited operates within the Wood Wharf district of Canary Wharf.
The company is committed to Excellence, Integrity, High Performance, Customer Focus, and Quality Solutions.
They foster Collaboration, encouraging inclusive networks and respectful treatment of others.
The company encourages Engagement, empowering decision-making, learning from mistakes, and prioritizing safety.
They embrace Innovation, welcoming change and encouraging suggestions for improvement.
The company is committed to building a safe, happy, and healthy community for its employees.
They recognise the importance of embracing diverse experience, skills, and perspectives and operating in an inclusive working environment.

Equal Opportunity

We welcome applicants with diverse backgrounds, perspectives, and skills and are committed to fostering a culture whereby everyone can reach their full potential.
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement, and productivity.