Residential Services Team Leader

Line management role leading concierge, porter and housekeeping services in a retirement village, ensuring the safety, security and domestic needs of residents are met while driving continuous improvement in the resident experience.

Responsibilities

Effective delivery of a concierge, porter and housekeeping service that meets the safety, security and domestic needs of residents in at least one of the Trust's villages; Continuous improvement to the resident experience by responding to customer feedback, working with the Village Manager/other managers and modelling the Trust's vision for excellent customer service; Accountable for concierge and housekeeping operations, including 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 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; Oversee Bank and Agency workers, allocating work and general line management responsibilities; Support team leader/line manager in recruitment and selection of new colleagues; Liaise with other teams/departments and external partners/contacts as service area expert

Requirements

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

Nice to have

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