Location: Dickens Yard, Ealing W5 2BJ
Hours of Work: 12-hour shifts, 4 on / 4 off 7pm to 7 am
The Night Concierge provides the principal front-of-house and operational presence at Dickens Yard overnight, supporting resident welfare, estate security, life safety and continuity of service. This is not a desk-only function: the postholder is expected to maintain a visible operational presence across the estate and demonstrate a high level of vigilance and proactivity throughout the shift. The postholder must exercise sound judgement, complete scheduled checks, respond appropriately to incidents, maintain accurate records and escalate matters in line with current site SOPs, policies and training.
Main Duties
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Front-of-House and Resident Service - Provide a calm, professional and welcoming service; manage calls, intercoms, messages and enquiries; and maintain appropriate desk coverage, presentation and vigilance.
- Estate Security and Patrols - Maintain a visible and proactive operational presence across the estate, complete scheduled patrols and checks, monitor communal and external areas, and respond proportionately to security concerns, noise nuisance, anti-social behaviour or unauthorised activity without unnecessary risk.
- Fire Safety and Emergency Response - Respond to alarms, accidents, welfare concerns and other incidents in accordance with site procedures, prioritising life safety and contacting emergency services, management or approved contractors when required.
- Access Control, Visitors and Contractors - Verify access rights, manage doors and entry systems, and ensure visitors and contractors are appropriately recorded, briefed and directed.
- Keys, Parcels and Resident Property - Handle keys, fobs, parcels and other items securely through approved systems, release them only to authorised persons and report discrepancies promptly.
- CCTV, Confidentialityand Data Protection - Use CCTV, access-control and resident information only for legitimate operational purposes, protect confidentiality and preserve relevant evidence where required.
- Defects and Service Continuity - Identify and report building, lift, lighting, access-control and communal-area defects; support approved out-of-hours responses and provide appropriate updates.
- Records, Handover and Teamwork - Maintain factual and timely records, incident reports and shift handovers; cooperate with colleagues and cover staff; and undertake other reasonable duties consistent with the role.
Role Requirements
Experience - Previous experience in a residential concierge, front-of-house, security, hospitality or estate-operations environment.
Communication and Literacy - A good standard of written and spoken English, sound numeracy and the ability to communicate clearly and professionally.
Customer Service - A resident-focused approach and the confidence to manage difficult conversations calmly, fairly and without confrontation.
IT and Systems - Highly IT literate, with a high level of competence in Microsoft Office, including Outlook, Excel and Word. Able to use app-based patrol software and report incidents through the company portal, and to learn and operate site management, CCTV, access-control and fire-safety interfaces.
Safety and Judgement - The ability to assess risk, follow procedures, remain calm under pressure and escalate concerns appropriately.
Integrity and Reliability - High standards of discretion, honesty, punctuality, attention to detail and record accuracy.
Night and Lone Working - The ability to work independently overnight, remain alert throughout the shift and manage competing priorities responsibly.
Physical Requirements - Able to undertake walking patrols, use stairs and carry out outdoor duties at night.
Eligibility - The right to work in the UK and the ability to meet the organisation's screening and reference requirements.
Desirable experience - Previous service in the Armed Forces, police or emergency services, or experience within security, residential estate operations or another disciplined operational environment requiring vigilance, lone working, incident response and accurate reporting.
This Job Description summarises the principal responsibilities of the role and is not exhaustive. Duties may be reviewed to reflect operational requirements. The postholder must comply with Lee Baron policies, current site SOPs and all required training.
What you get in return
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Competitive Salary
- 20 days of holiday with the option carry over up to 5 days into the next year
- Pension contribution & life assurance
- Development & Growth (support for qualifications and development opportunities)
- A supportive, inclusive culture where recognition and wellbeing are at the heart of what we do
Equal Employment Opportunity
We are proud to be an equal opportunities employer. We welcome applications from all backgrounds and are committed to creating an inclusive workplace where everyone can thrive.
Please visit https://www.leebaron.com/ for more information
