Job Description

About the destination

Battersea Power Station once provided one fifth of London's electricity and is now one of London's most iconic and exciting mixed-use destinations where people live, work, shop, eat and play.

Role purpose

The primary purpose of this role is to provide visible, energetic, proactive and engaging leadership to enable the delivery of exceptional and consistent standards of service, operational performance and team engagement. In this role you will be working with a 2nd Operation Manager to lead a team of 12 Team Managers and wider Residential and Parcel Service Concierge team of 45 across the entire Battersea Power Station residential estate.

Key responsibilities

Provide visible and can-do leadership across the estate, championing the Residential Concierge product and driving exceptional standards of service and operations to delight residents.

Lead the operational response to situations that have been escalated by the team.

Manage, develop and motivate the Residential Concierge and Parcel Service team so that they feel supported and can deliver exceptional standards of service (demonstrating our unique 'style of service'), and consistent and quality operations.

Support and care for your team of direct reports (Team Leaders) and the wider team (Residential Concierge and Residential Parcel Service Concierge) so they feel valued.

Complete regular one-to-one and personal development conversations, conduct audits and assessments, recognise strong performance, coach, and manage under performance so that team members develop their capability, confidence and quality of service delivery.

Provide team members with meaning so that they understand expectations, changes to ways of working, and reasons for decisions.

Actively listen to feedback from team members, residents and client to understand the experience for others and what may need to improve, and take the necessary action to make things better.

Take ownership and collaborate with the client and other service partners across the estate to resolve challenges, share best practise, and implement improvements.

Manage internal and client led initiatives and projects to support the modernisation and elevation of the Residential Services product.

Required knowledge, skills, experience, and behaviours

Management skills and experience in an operational environment

Experience working in Residential Concierge or a face-to-face customer service function

Confidence using IT equipment and systems, for example laptop, tablet, phone, diary, email, and capturing data and reporting

Excellent written and spoken English including spelling and grammar

Flexibility and a can-do attitude

Confidence working alone and prioritising tasks, including during periods of intense workload

Being a team player, working effectively together with others across different service partners and with the client directly.

About Ethos Farm

We put people at the heart of every great experience.

Working with our clients globally, we help them to deliver extraordinary customer service that creates brand loyalty and differentiation. We do this through our consultancy and training services, and by providing highly skilled and passionate guest experience professionals to represent their brands at destinations in the UK and USA.

We take pride in the fact that we're always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

We're proud to be providing Residential Concierge and Parcel Service at Battersea Power Station on behalf of our client.

Our values are:

We work together We deliver the best for our clients, customers and each other.

We deliver extraordinary service We inspire and leave a brilliant impact.

We see opportunity We find solutions to exceed expectations.

We are inclusive and kind We value the contributions and part we all play.

We have fun We raise smiles and love what we do.

Working here

You'll get paid holiday

We offer award winning learning and development to all our people

You'll get access to a range of benefits including our Employee Assistance Programme offering free and confidential support and advice; our health cash plan which provides money off medical treatments; our discounts platform providing offers for hundreds of retailers to save you money and our financial wellbeing tool to help you plan and manage your finances

We run numerous recognition schemes and team events.

Working Hours:

40 hours per week, predominantly Monday - Friday 0900-1700 but with the need to work some early starts and/or late finishes, and some weekends as our operation is 24/7

All applications will be reviewed, and we will contact you with an outcome.

Ethos Farm Ltd. 2025

Job Types: Full-time, Permanent

Pay: 40,000.00-44,000.00 per year

Work Location: In person