Front of House Lead
£25,000 - £28,000 + 27 days holidays + bonus + pension + Free onsite gym
As the Front of House Lead you will supervise and engage your team to provide the highest level of client care and personal service to all which includes visitors, customers and internal stakeholders. This role would supervise the reception and switchboard team and the newly created Helpdesk function.
Main Duties and Responsibilities
Put procedures into place to ensure the Reception, Switchboard and Helpdesk operations are effective and efficient, and the reception area is maintained, professional and presentable
Creating a warm and welcoming environment while remaining professional.
Manage the flow of visitors through the reception area.
Taking appropriate action to address customer service issues.
Maintain security by following safety procedures and controlling access via the reception desk.
Ensure that all documentation held in the team drive is kept up-to-date.
Ensure that any events affecting the reception area are pre-planned to a level that supports them to run smoothly on the day. This will involve liaising with the organizer of the event to discuss the requirements, and to liaise with the service providers that are responsible for the delivery of the porterage, cleaning, fabric and maintenance.
Contribute to the on-going development of the services delivered by the team to the business, identifying innovative and efficient ways in which to deliver world class service
Providing detailed and insightful reports on team activity.
Motivating, supervising and developing the team to enable them to meet current and future team and business needs
Coaching the Receptionists to develop their ability and strengths and provide feedback on performance
Managing absence and return to work in accordance with company policies
Communicating and monitoring objectives and KPI targets to set benchmark for success to encourage growth and continuous improvement
Support with company-wide meetings and events as required.
An eye for perfection – nothing will be out of place under your watch
Excellent communication skills
A track history of building strong working relationships with all levels.
Strong Microsoft skills
Customer focused - ability to engage with other people to create empathy and rapport
Professional approach and excellent presentation skills.
Previous experience of managing a team.
Ability to manage multiple priorities.
A proven track record collating managing information.
Previous reception experience, ideally with an international/global organisation.
Previous experience managing a helpdesk is desirable.