Back to jobs

Concierge (Facilities Officer)

Customer Service

Type: Full time

Salary: £23,259.23 Yearly

Location: Hammersmith & Fulham




JOB TITLE                                          Concierge (Facilities Officer)




LOCATION / SPV                              The Tower Wood Lane


POST REPORTS TO                         Residence Manager





University Partnerships Programme (UPP) is the leading provider of Higher Education accommodation infrastructure and support services in the UK. We have around 30,000 rooms under management or in construction through long term partnerships with 14 leading UK universities. With over 700 employees, we work to deliver the very best residents experiences, together with great universities.


UPP Residential Services Limited (URSL) primarily delivers a full range of Facilities Management (FM), and Asset Management services to the university sector. URSL's aim is to be the leading provider of quality accommodation and estate management services in partnership with the Higher Education Sector.


At each university partnership URSL supply a local team, which manages, and provides services for, the scheme to which they are assigned. The team provides the day-to-day face of the partnership, providing a high level of customer service and effective and efficient facilities management, ensuring every aspect is delivered to URSL’s high standards in order to support the Residents Experience.


The Tower is situated on the White City Campus, London.  The accommodation, which opens in February 2019, is a new flagship development of 192 residential flats. The Tower offers an outstanding level of design and facilities and communal space as well as historic gardens with public access.  





To be the principal representative of the company on site outside of core office hours, ensuring the security of the buildings, its residents and guests whilst on duty.


To provide comprehensive support to the management team, and to assist with the provision of a suitably equipped and customer centred, secure environment for residents and occupiers to live and to study in accordance with the license agreement.


Ensuring a warm, welcoming environment for residents, visitors and various stakeholders to the site and being the first point of contact at reception.





Customer Service


  • Be the first point of contact to assist residents, outside of core business hours, for any queries, including but not limited to welfare, maintenance, post/parcels, and escalate to the appropriate person where necessary


  • Receiving goods and materials and clearing them through the Reception area
  • Providing front of house reception duties; greeting all visitors in a professional manner; ensuring that visitors are aware of the site’s health and safety guidelines where appropriate


  • Dealing with any queries both over the phone and in person in an efficient and professional manner; organising remedial action where appropriate


  • Complete administrative tasks related to reception duties such as checking in guests, completing log books and recording of maintenance requests.
  • Assisting with the pre and post arrival residents administration
  • Collate, sort and distribute the mail when delivered and to ensure an effective parcel collecting system is in place.


Service Delivery


  • Provide an excellent and comprehensive customer focused service
  • Deal with queries and complaints in an efficient, professional and courteous manner ensuring they are reported to the relevant Manager or next appropriate level of management


  • Provide a comprehensive administrative support service to the residence team whilst following all relevant UPP procedures and reasonable instructions


  • Monitor the signing in and out of all visitors, residents guests and contractors using the correct procedures. Issuing and logging of keys use by contractors during the course of the shift
  • Log reported maintenance issues and prioritise in line with the FM Agreement as detailed in the Concierge Guidelines and log on the computerised helpdesk system


  • Assist the management team to prepare for new residents arrivals and residents departures


Health, Safety, Environment and Quality

  • Carry out regular patrols of the residence and grounds, including the gardens, reporting any Health and Safety issues to the relevant manager
  • Monitor and control health and safety standards utilising the full training and equipment provided within both the site and the grounds, taking prompt remedial actions where necessary and ensuring full reporting of health and safety issues and concerns are raised to the site management team.


  • Supervise, and monitor out of hours access to the residence buildings, ensuring compliance with fire, health & safety procedures and all relevant site instructions.


  • Respond effectively to fire alarm activations and when required, liaise with the emergency services.
    Report Writing
  • Complete all necessary reports, including incident reports, noise reports, accident reports and any other ad-hoc reports as required
  • React to incidents using your initiative; log and report full details of any incidents at the first available opportunity


Facilities Management


  •  Act as the first line of contact for reporting of maintenance issues by customers and other parties. Once appropriately trained, undertake any reactive maintenance (e.g. replacing lamps/investigating faults).
  • Carry out statutory inspections and testing as required at the reasonable request of the relevant Manager, following appropriate training and in line with the room access policy
  • Undertake out of hours winter snow and ice management and clearance following the gritting plan with appropriate equipment.


  • Ensure the garden is opened and closed at the agreed time




  • Work overtime, with reasonable notice, to cover for colleagues’ absences and during residents arrival/departure periods
  • Work agreed shift pattern
  • First Aid – appointed person responsibilities, if required
  • Assist with open days, clearing days and other university events.
  • Provide cover at other halls of residence, where necessary and appropriate site orientation has been provided.
  • Undertake appropriate training when required.
  • Perform other reasonable general duties as commensurate with the post.
  • Assist in maintaining a presentable and tidy residence
  • Assist with the set up and take down of meeting rooms and preparation for any meetings or conference business
    Contact with Others
  • Daily contact with the residents, managers, team, other UPP team members and Imperial College Warden team


  • Liaise, as necessary, with other Concierge staff, university clients, sub-contractors, UPP staff, residents and conference delegates
  • Contact with UPP managers, associated staff, sub-contractors and the UPP maintenance team.





Essential criteria

Desirable Criteria





Previous Front of House / Reception / Night Porter experience  or experience in a customer service environment


Previous Reception / Front of House experience in a residential establishment/ SIA qualified












Excellent telephone manner


Strong customer orientated approach


Strong organisational skills


Good understanding of health & safety issues


Good understanding of security issues


Ability to keep accurate records


Basic computer literacy


Understanding of the operational procedures and safe working practices of building services and systems



Minor maintenance skills


Good report writing skills






GCE, CSE, or GCSE or equivalent qualification in Mathematics and English Language



Personal Qualities


Good written and verbal communication and customer care skills


Proactive approach to problem solving


Ability to remain calm under pressure


Capable of working with minimum supervision


Work as a team player and pass on knowledge to others


Flexible and willing


Prepared to work extra hours as necessary


Prepared to travel to other sites within the Company, if required





Closing date: 12-08-19
Start date: 02-09-19

To Apply for this vacancy please click on the APPLY button below and follow the application instructions.