JOB DESCRIPTION Job Title Concierge Responsible to Housing Manager Responsible for N/A Hours Pay Service Location Night Shift (may need to work occasional day shifts) £13.15 per hour 30-hour week contract £20,514 per annum 40-hour week contract £27,352 per annum Operations South-East London 1. Organisational Context Quo Vadis Trust (QVT) is a specialist housing charity (registration number 1116196) in South- East London. We provide a service to people living with mental health needs and who need support with their housing. QVT currently provides homes to approximately two hundred people in South-East London. Our range of support both on and off the premises helps each individual client to maximise their independence. 2. Job Purpose To provide a welcoming, and professional service to all our clients and visitors consistently and always and to cultivate a safe, secure and pleasant living environment, for all our clients. • To provide tenancy sustainment support to clients housed at our 24-hour scheme • To respond appropriately and promptly in emergency situations following the organisation’s on-call and emergency policies • To ensure that the scheme is kept clean, safe and well maintained at all times • To update and maintain accurate records on the organisation’s customer management database 3. Main Responsibilities • To always present a welcoming and professional demeanour to clients and visitors. • To conduct regular fire alarm tests and adhere to f local fire safety and evacuation processes. • To build strong and effective working relationships with all clients, responding promptly to requests relating to building or safety • Organise and attend house meetings and team meetings. Participate in all relevant statutory, mandatory and specialised training required for the role • Maintain and update records on ‘Inform’ (QVT’s client management database). • Handle incidents, accidents and challenging behaviours with professionalism, employing appropriate de-escalation techniques • To ensure that the properties are maintained to a high standard and are safe, in compliance with Health and Safety legislation Charity reg: 1116196 Page 1 of 3 • Conduct regular room checks, property inspections and health & safety assessments to identify any issues and report them to management promptly. • Take necessary actions, such as cleaning or performing simple repairs, to create a homely and welcoming environment. • Assist clients with moving in and out of the properties. • Collaborate with clients and other staff members to maintain cleanliness throughout all properties. This may involve light cleaning duties such as cleaning rooms and communal areas during moves, as well as cleaning vacant rooms. • To report all maintenance issues and ensure they are addressed to maintain health and safety standards, while also creating a welcoming and homely environment for all clients • Collaborate with colleagues to ensure that safeguarding practices are adhered to and documented in accordance with QVT policy • Provide coverage for other QVT schemes when necessary • Collaborate with external agencies and participate in meetings as needed • To travel between QVT schemes where necessary • Perform any other reasonable tasks requested by a manager • Conduct work in accordance with QVT company values: Dignity, Excellence, Respect, Integrity, Kindness This job description is as it is presently constructed. This will be reviewed periodically to ensure that the job description fully reflects the responsibilities of the job. It will be updated and amended in keeping with service changes and developments. Charity reg: 1116196 Page 2 of 3 PERSON SPECIFICATION Job Title Department Concierge – 24-hour scheme Operations Education, Qualifications and Training Essential or Desirable Numerate and Literate to GCSE or equivalent in English and Maths Experience Experience working in a social housing environment Experience working in the mental health sector or other supportive environments Computer literate, familiarity with Microsoft packages, and experience using a client management database Skills/Abilities An understanding of: Mental health conditions Learning Disabilities Homelessness Substance misuse and addiction Awareness of current housing issues and tenancy sustainment Demonstrable customer service experience Good, clear, verbal and written communication skills Able to relate to clients Ability to work under pressure and to deadlines Able to demonstrate a conscientious and dedicated attitude Ability to work on own initiative and a commitment to team working Awareness of issues faced by people with mental health issues Flexible and adaptable Patience, empathy and being able to relate to people of all ages and backgrounds Resilience and ability to respond professionally to crisis and relapses An understanding of the issues of housing, estate management, health and safety and how these impact on the well-being of clients and the responsibilities of landlords Other relevant criteria Willingness to undertake further training Be prepared to work unsociable hours in accordance with 24/7 shift rota if required Enhanced DBS check required/funded by the company prior to starting the position. E D D E D D E E E E E E E E E E E E E E Our commitment to diversity: We are committed to tackling systemic inequalities by being proactive in creating opportunities for people from under-represented groups. With this in mind, we welcome applications from all ethnic backgrounds, religions, gender identifications and sexual orientations, and from anyone who considers themselves to have a disability. Charity reg: 1116196 Page 3 of 3