Battersea Power Station
Residential Concierge Team Manager - Ethos Farm
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Residential Team Leader/Concierge Ethos Farm • Battersea Power Station
About our role Ethos Farm are delivering Residential Concierge and Parcel Service at Battersea Power Station on behalf of our client. We’re committed to exceptional customer service—driving loyalty and differentiation through our people.
This role focuses on proactive, engaging team management to ensure stellar service standards, operational consistency, and positive team dynamics.
Key Responsibilities
- Leadership & Operations
- Proactively manage your team and handle first-line operational incidents.
- Be openly available to team members and residents as an active team member during shifts.
- Collaborate with the Team Leader Support to balance capacity and wellbeing while meeting service demands.
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Team Engagement & Development
- Foster care, recognition and feedback to empower performance.
- Coach and direct staff to elevate service excellence and operational consistency.
- Conduct regular check-ins, one-to-ones, and development conversations, managing underperformance as needed.
- Oversee HR processes, including return-to-work interviews, investigations, and training completion.
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Environment & Standards
- Ensure compliance with safety, cleanliness, and maintenance standards through regular audits.
- Monitor adherence to operational procedures across shifts.
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- Team & Stakeholder Collaboration
- Partner with the client and service partners to identify issues, share best practices, and instigate improvements.
Required Knowledge, Skills & Behaviours
- Technical Proficiency: Skilled in using IT tools (laptops, tablets, phone, diaries, email, access systems).
- Customer Service Mindset: Solutions-focused and solution-oriented in operational challenges.
Working Arrangements
Contract Type: Full-time (40 hours per week) Hours: Mon-Fri (with flexibility for weekend shifts as required) Shift Patterns:
- Busy Hours: 09:00–18:00 (with a 1-hour unpaid break).
- Flexible adjustments for start/finish times available.
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