Job profile – Concierge – Customers and Communities

by The Gateshead Housing Company & filed under About us - find a job.

Grade C

Location: Various in Gateshead
Service: Customers and Communities
Line Manager: Senior Housing and Support Outreach Worker
Car User Status:  N/A

Job purpose

The purpose of the post is to provide concierge cover between the hours of 17:00 and 07:00 Monday to Friday and weekend cover with sleep ins as specified by the Senior Housing and Support Outreach Worker for small blocks of flats occupied by people with a mild/moderate learning disability. To maintain the building as a safe and secure environment and to act as a point of contact for tenants.

The key roles of this post will include:

  • To provide overnight sleep in cover as required by the service, maintaining the safety and security of the building.
  • To supervise tenant and visitor access to and from the building.
  • To ensure the security of the building by monitoring CCTV and patrolling at regular intervals.
  • To carry out cleaning duties in the office and communal areas and assist with refuse collection.
  • To identify defects in relation to weekly/monthly building checks and report these promptly.
  • Report out of hours emergency maintenance defects to ‘repairs hotline’.
  • To maintain full and accurate log of events during the shift. Complete verbal/written handovers.
  • To act as first point of contact in an emergency situation within the service and take appropriate action i.e. contacting the emergency services and informing relevant professionals.
  • To participate in ensuring compliance with The Gateshead Housing Company’s Health and Safety Policy and Procedures.
  • To communicate effectively with tenants and professionals.
  • To undertake appropriate training to meet the identified needs of the service as agreed with the line manager.
  • To operate within clear professional boundaries and within The Gateshead Housing Company’s code of conduct.
  • To act as a point of contact for tenants.
  • To work flexibly on a rota, including weekends and public holidays.
  • To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues.
  • To undertake any other appropriate duties as directed by the line manager.

Essential criteria


  • Delivering good customer service
  • Working alone with minimal supervision and use own initiative
  • Maintaining accurate records/logs
  • Effective communication skills
  • Basic understanding of safeguarding
  • Liaising with internal and external agencies
  • Working as part of a diverse and inclusive workforce


  • GCSE Maths & English at grade C or above or relevant experience


  • Ability to demonstrate a good understanding of equality and diversity and the ability to evidence how this would be displayed within the workplace.

Desirable criteria


  • Working with vulnerable people

Knowledge of:

  • Office based software packages
  • CCTV operation

Competencies relating to this post


Relating to customers

  • Quickly builds rapport and easily establishes relationships with customers
  • Relates well to different types of customer; listens and gets on with them

Communicating orally

  • Speaks confidently and fluently
  • Talks at a suitable pace and level
  • Holds others’ attention when speaking

Team working

  • Fits in with the team
  • Develops effective and supportive relationships with colleagues
  • Is considerate towards them and creates a sense of team spirit


Problem solving

  • Identifies potential difficulties and their causes
  • Generates workable solutions and makes rational judgements



  • Is reliable
  • Follows directions from supervisors and respects policies and procedures
  • Shows commitment to the organisation and task completion


Customer focus

  • Puts the customer first and is eager to please them
  • Works hard to meet customer needs and looks after their interests

Using initiative

  • Takes responsibility for own actions