About this role
About Birchgrove
Birchgrove is a different kind of later living. Our neighbourhoods are places to feel genuinely at home - with your own front door, your own routines and the freedom to live life your way, alongside a welcoming community when you want it. We believe later life should feel lighter, easier and full of possibility, with beautiful homes, friendship, independence and the reassurance of support close by.
Why neighbours? Because this is their home. The people who live at Birchgrove are the people next door, the familiar face over lunch, the person you stop and chat to in the hallway. We get to know people as individuals - their stories, preferences and even their quirks - so everyone feels part of something without ever losing their independence or sense of self. Calling people neighbours simply feels more like Birchgrove: warm, personal and rooted in belonging.
The role
As Concierge, you will often be the first person a neighbour, visitor or family member sees when they arrive. You will help set the tone for the neighbourhood: warm, calm, organised and genuinely welcoming.
The role brings together reception, hospitality, administration and practical support. You will help people find what they need, support events and food-and-beverage service, and make sure everyday enquiries are handled thoughtfully and efficiently. At its heart, this is a hospitality role, with clear boundaries around personal care or clinical support.
The person
Warm, friendly and confident speaking with a wide range of people
Enjoys helping people and takes pride in making every interaction welcoming and easy
Organised, self-motivated and able to manage several priorities without losing the personal touch
A clear communicator with good telephone and administrative skills
Comfortable working as part of a team and helping colleagues when the neighbourhood is busy
Creative and willing to support events and community activity
Discreet and respectful when handling neighbour information or personal matters
Aware of what is happening across the neighbourhood, and confident speaking up about problems, sharing ideas and suggesting practical solutions
Flexible to work shifts, including some weekends
What you will be doing
Welcome neighbours, prospective neighbours, families, visitors and contractors, creating a positive first impression
Manage reception enquiries in person and by telephone, dealing with them professionally or directing them to the right colleague
Support reception administration, messages, bookings and other agreed neighbourhood tasks
Follow visitor, contractor, access, key and security procedures
Provide practical hospitality and customer-service support to neighbours, without providing personal care or clinical support
Support activities, events and functions, including room set-up and welcoming guests
Deliver food and beverage service to a high standard, including hot drinks and bar service where required and permitted
Keep reception and communal areas clean, tidy and welcoming
Work collaboratively with neighbours, families and colleagues while respecting confidentiality and boundaries
Report maintenance issues, hazards, incidents, concerns or unusual events promptly to the appropriate manager
What we expect from everyone
Be warm, helpful and respectful. Get to know people as individuals and remember that, for our neighbours, this is home
Take ownership. If you can help, do. If you cannot, make sure the right person knows and follow it through
Speak up if something does not feel right, whether a safety concern, inappropriate behaviour, a mistake or a concern about someone’s wellbeing
Respect privacy and share personal or confidential information only when there is a genuine need
Work safely, complete the training required for your role and ask for help when something is outside your training, competence or authority
Health, safety and wellbeing
Follow food-hygiene and allergen procedures when serving food or drinks
Never guess or give allergen information from memory. Use Birchgrove’s approved information and refer queries to a trained colleague
Follow security, visitor-management and emergency procedures at reception
Report hazards, incidents, accidents, near misses and maintenance defects promptly
Take part in fire drills and understand the role expected of front-of-house colleagues during an incident
Follow manual-handling, lone-working and safe-working procedures relevant to your duties
Maintain clear professional boundaries: do not provide personal care, administer medication or give clinical advice
What you can expect from us
Work that matters. You will help make everyday life easier, warmer and more connected for our neighbours
Room to grow. We invest in learning and development, including training plans, apprenticeships and leadership pathways
Trust and a voice. We want you to use your judgement, share ideas and make things better rather than follow a script
A team that looks out for one another. We value kindness, collaboration and different perspectives, and want people to feel welcome, respected and able to be themselves. Birchgrove is a Living Wage Employer and a Disability Confident Employer
Benefits that support you, including life assurance, healthcare cashback, employee assistance and mental health support, long-service recognition, free breakfast and lunch when working in our neighbourhoods, an electric-car salary-sacrifice scheme and onsite gym use at selected neighbourhoods, subject to eligibility and availability
The chance to grow with us. Birchgrove is expanding, and we want you to share in that journey, bring ideas and feel proud of the part you play