Workplace Lead

ICG is seeking an experienced Workplace Lead to join our Estates Management team. Reporting into the London Office Manager, you will be responsible for maintaining seamless front of house operations, whilst ensuring a first class customer experience for ICG staff and external visitors. This is a great opportunity to join a fantastic team operating in a fast paced working environment.

In this role you will oversee the smooth operations of ICG’s front desk and client facing areas. You and your team are the first point of contact for clients and visitors using our London office. You are responsible for creating a positive impression and ensuring optimal services and support at all times.

The Workplace Lead is responsible for managing daily operations, leading the front of house, hospitality team, and overseeing customer interactions.

Primary responsibilities for this role include (but are not limited to):

• Overseeing the daily operations of front of house and hospitality team, ensuring services are optimal at all times.
• Interacting with both internal and external stakeholders, ensuring effective communication and fostering a positive office culture/experience.
• Leading the Workplace Team providing seamless and effective delivery of all services including: Reception Area, Service Areas, Clubroom, open office areas and meeting rooms, post room, Workplace Experience, Workplace Support and events.
• Providing an exceptional workplace experience for customers and visitors.
• Acting as a brand ambassador.
• Ensuring all site procedures and standards are met.
• Maintaining high standards of presentation, cleanliness and functionality throughout workplace areas.
• Leading the Hospitality operation across all service areas, ensuring sufficient level of service is provided.
• Liaising with ICG’s EA group on a daily basis to ensure the right level of support; including event and venue management.
• Effectively managing the switchboard service, including both internal and external incoming calls.
• Establishing good working relationships with customers, focusing on Senior Executives.
• Effectively dealing with all business user/client requests and enquiries.
• Liaising with onsite service desk to effectively manage client requests across FM and IT.
• Collaborating with the FM, IT and other supplier teams to foster continued improvement in our services.
• Showing responsibility for personal health and safety and security, and that of others in the conduct of the job.
• Completing daily workplace inspections as required, and taking a proactive approach to delivering impeccable workplace standards.
• Assisting the Office Manager and broader support team with projects, events and ad hoc tasks as required.
• Deputising for Office Manager during absence to provide a seamless service delivery at all times.
• Assisting London Office Manager in arranging seasonal events.

Key Requirements/Qualifications:

• Demonstrable experience of computer skills such as Microsoft Office (Word, Excel and PowerPoint).
• Understanding of Health & Safety requirements.
• Organised, with ability to juggle multiple projects & tasks.
• Strong attention to detail.
• Good interpersonal skills.
• Excellent customer service skills and a ‘can-do’ attitude.
• Ability to communicate at all levels.
• Ability to maintain confidentiality of company information.
• Flexibility to work between the hours of 07:00 – 18:00 on a rotational basis.
• Health & Safety Qualification.
• Trained in Manual Handling.
• First Aid Qualification.
• Exposure/knowledge of contracts and lease management.
• Knowledge of toolsets underpinning service management, employee feedback and analytics.

Personal Attributes:

• Organized.
• Can adapt to the situation.
• Resourceful and self-sufficient.
• Willing to lead.
• Technical proficiency.

Our Global Benefits Framework is centred around these 3 key attributes: Wellbeing, Inclusivity, and Longevity.