Senior Guest Services Agent in London

Company description Latham & Watkins is one of the worlds leading global law firms advising the businesses and institutions that drive the global economy. We are the market leaders in major financial and business centers around the world. Our investment in people, commitment to innovation, and focus on the future empower you to build an incredible career and thrive as an exceptional professional in a supportive culture. If you aspire to be the best, and work with the best, this is where you belong.

About the Role The Workplace Experience (WE) 24/7 Agent is an integral part of Lathams Workplace Experience team. This role will be responsible for supporting customers in a virtual fast-paced setting via telephone, email, and chat four days per week while working alongside the local London Workplace experience team in-person one day per week allowing for flexibility as business needs may change week to week. The onsite role will consist of reception desk support, conference room setup, and visitor support. This role will be located in our London office. Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The shift for this role will be Monday - Friday 8:30am - 4:30pm.

Other key responsibilities include:

• Curating experiences in the workplace to make the internal and external client feel valued, part of the community, and always impressed by the level of service
• Providing high touch customer service to all visitors and guests
• Contributing to a team environment that ensures all WE Agents are equally taking ownership of department tasks and responsibilities
• Ensuring cross-departmental collaboration to guide an inquiry to the appropriate resource
• Acting as the liaison for the WE staff in the local offices to facilitate all types of requests and providing information to allow for a seamless experience for the customer

Required profile We’d love to hear from you if you:

• Demonstrate excellent communication skills both written and verbal
• Possess exceptional customer service skills with the intention to go above and beyond for every request
• Display the ability to assess situations and take action without the direction of others

And have:

• A high school diploma or an equivalent
• Fluency in English and proficiency in either German, French, Spanish and/or Italian is advantageous but not required
• Prior workplace experience; experience as a receptionist or in technology, hospitality, or inbound customer service call center, preferably
• Administrative experience and familiarity with professional services organizations, preferably

What we offer Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Lathams comprehensive benefit program which includes:

• Health insurance as well as group income protection and life assurance
• A pension plan
• Wellness programs
• Employee discounts
• And more!

Additionally, we have a range of programming including Global Affinity Groups, which are open to all. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is an equal opportunity employer. The Firm prohibits discrimination against any employee or applicant for employment on the basis of race, colour, religion, sex, age, national origin, sexual orientation, gender identity, gender expression, marital status, or any other characteristic or condition protected by applicable statute.