Reception Team Leader in London

The objective of this role is to provide exceptional service to our clients. Clients are always the Number One priority, and all efforts must be made to meet their needs, expectations and safety. A "Can Do" attitude is essential; together with the ability to be professional at all times and taking ownership of any situation.

The Reception team consists of 9 Receptionists working various shifts between 07:30 and 20:00. The team covers both client and internal meeting room checks, books and manages all meetings within the building, in charge of visitor management, responsible for stationary, arranging taxis for clients and internal staff when required, assisting with events and supporting the Hospitality team when necessary.

What You'll Do

• Management support duties
• Act as deputy for the Reception Manager in their absence.
• Take a senior role within the Reception team on a daily basis, to be available to assist with clients and staff queries, complaints or concerns.
• Ensure the smooth running of reception, with sufficient cover at all times and group and individual tasks adequately performed.
• Identify any performance issues to the Reception Manager and work to resolve these.
• Liaise with suppliers and internal service providers (Catering, Cleaning, Security, AV, etc.) on immediate and emergency maintenance issues, ensuring any problems are dealt with, escalating appropriately.
• Liaise with Facilities Helpdesk on immediate and emergency maintenance issues, ensuring any problems are dealt with, escalating appropriately.
• Ensure on the job training, in accordance with the departmental standards, is provided and maintain a record of progress for each staff member.
• Provide input for probation and formal performance appraisal discussions in line with firm's guidelines.
• Manage and organise small/medium internal and external events.
• Be familiar with basic Health and Safety requirements, including first aid and fire and emergency procedures.
• Manage team rota with forward planning, taking into account lunch breaks, training, holidays, appointments, etc., ensuring last minute changes are made in order to provide cover as and when needed.
• Carry out 'New starter' inductions on a weekly basis or as required.
• Assist Facilities wider team if and when needed.
• Manage Condeco/Eptura Engage room booking system, escalating accordingly when needed.
• Liaise with taxi and car transfer companies, escalating accordingly when needed.
• Create, update and check SOPs on a regular basis.

Reception Duties

• Meeting and greeting client visitors, informing relevant parties of their arrival.
• Escorting clients (internal/external) to their meeting rooms, taking their coats and any belongings they might have.
• Ensuring clients' needs are anticipated and met at all times and pro-actively seeking out ways in which to improve client satisfaction.
• Checking the conference room bookings and liaising where appropriate with the kitchen, cleaners, AV and post room regarding refreshments and requirements.
• Ensuring rooms are clean, tidy and stocked with stationery and other equipment.
• Booking/managing meeting rooms using Condeco/Eptura Engage room booking system.
• Answering the phone and handling any e-mail enquiries, including taxi bookings.
• Dealing with complaints.

Events & Seminars

• Ensuring the smooth planning, organising and running of client seminars and events.
• Liaising with event leads/organisers to gather all information required and confirming the room bookings.
• Attending the weekly events meeting and coordinating from a facilities perspective.
• Ensuring adequate cover on the day to handle meeting & greeting and oversee cloakroom and set-up arrangements.

General

• To liaise with all relevant managers regarding complaints, faults and repairs and keep the client informed.
• To be fully aware of all firm policies, and work within the given procedures and standards.
• To be an ambassador of the firm at all times, reliable, honest and an active member of the team.
• To pro-actively promote the firm and its facilities.
• Any other project as reasonably required by the Management Team.

Hours of work

10am - 6pm, Monday - Friday, with flexibility required to cover shifts and support events as and when required.

About You

• Professional attributes
• Ability to demonstrate a deep understanding of professional client services and care.
• Excellent organisational skills.
• Personal Attributes
• A 'can do' attitude, willingness to learn and expand knowledge and skills within the role, approachability, flexibility as to hours and the role itself, a practical/common sense approach.
• Ability to build and maintain constructive relationships with individuals at different levels of seniority.
• Excellent verbal and written communication skills.
• Ability to keep calm in difficult situations and able to represent the firm.
• Team Working
• Willingness to share best practice knowledge and experience is a key success factor.
• Ability to provide direction to the Reception team.
• Must be willing to work as part of a team, covering various shifts when needed.
• Powers Of Communication
• Good verbal and written communication skills (fluent in written and spoken English - GCSE English essential).
• Excellent telephone manner.
• Good interpersonal skills at all levels.
• Judgment And Decision Making
• Demonstrates integrity and professionalism with good problem-solving skills.
• Ability to work alone and use own initiative.
• Ability to adopt a proactive approach to work.
• Client Focus And Service Delivery
• A general understanding of the business, a sense of clients' needs and a commitment to delivering quality services.
• Attention to detail.
• Essential
• Front of house/office experience.
• Experience in a supervisory capacity.
• Other Desirable Skills
• 5-star Hospitality/Corporate experience.
• Condeco/Eptura Engage or other room booking system knowledge.

The main responsibilities of this role are outlined above; however, this description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the department. The role may require some working outside our normal working hours of 9:30am- 5:30pm.

If you require any assistance, please email us at talentacquisitionlondon@twobirds.com.

As a disability and neurodiversity inclusive employer we want to ensure that you have a barrier-free recruitment experience at Bird & Bird. If you require any adjustments during the recruitment process, please provide details to your recruitment contact who will be in touch to discuss any details provided and understand more about your individual adjustment needs.

Seniority level: Associate

Employment type: Full-time

Job function: Legal and Customer Service

Industries: Legal Services, Law Practice, and Administration of Justice