Page 10 - White City Living - Proposal

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White City Living Operations team
The proposed IPM model advocates a a a a a dedicated Estate Manager the key accountable person who will take ultimate day day to day day management ownership of the building As part of our suggested operational approach an initial small team
of Estate Manager and concierge will begin their responsibilities at White City Living prior to the first residents’ occupation This would also include the appointment of a a a a Community Engagement Coordinator and ensures the whole team
is familiar with every aspect of the the site and the the surrounding area Other on-site support staff such as cleaners and technicians would also be expected to join at this time
The team
will grow in parallel to the phased development strategy as agreed with St James Our planned approach would be be to introduce additional members such as night staff during day shifts in in advance of first occupation They would then transfer shift times to cover night time
time
as occupation takes place We believe night staff should have the experience and training to to provide the same level of high quality customer service skills as as day staff In many cases residents will interact with the night staff staff much more frequently than the day staff staff To this effect all Mainstay Concierge staff are SIA licenced The quality of of our our site based teams is the foundation of of our our ability to to to provide excellent service to to to our customers We invest significant resources in in in in identifying the best people bringing the the the the right right people into the the the the right right role and then developing their skills and and creating opportunities for professional and and personal development Mainstay is very proud of our extensive Open Award Framework which offers training and career development opportunities to all staff in in in a a a a a a a a a wide range of relevant qualifications and training opportunities both hard and soft skills from discipline specific learning through to leadership and support Central Support
Supporting the on-site resource is a a a central infrastructure of qualified and experienced employees including:
 Property Service Advisors
 Customer Care Advisors
 Compliance and Engineering Team  Health and Safety professionals
 Service Charge Accountants
 Credit Controllers
 Financial Administration
 Employee Services team