Receptionist & Occupier Liaison in Birmingham

We are seeking a highly professional and customer‑focused Receptionist & Occupier Liaison to deliver an exceptional front‑of‑house service while acting as a key point of contact between occupiers, visitors, and management within the Mailbox, Birmingham. This role combines a premium receptionist function with occupier communication, engagement, and support for events, amenities, and wellbeing initiatives. The postholder will help ensure consistently high standards of customer experience, presentation, and occupier satisfaction. All employees are expected to work in line with Health & Safety, Sustainability, and company policies, contributing to a safe, welcoming, and environmentally responsible workplace.

Key Objectives

• Deliver an outstanding front‑of‑house and visitor experience
• Act as an effective liaison between occupiers and Mailbox management
• Support occupier satisfaction, engagement, and communication
• Contribute to a welcoming, connected, and well‑managed workplace environment

Key Responsibilities

Front of House & Reception

• Provide a professional, warm, and engaging meet‑and‑greet service to all visitors, occupiers, and clients
• Take ownership of the reception and front‑of‑house area, ensuring immaculate presentation at all times
• Answer internal and external telephone calls in a timely, professional, and friendly manner
• Sign in visitors in accordance with security procedures and announce visitors as required
• Offer directions, assistance, and respond to queries knowledgeably and courteously
• Monitor the front‑of‑house environment and report maintenance or security issues promptly
• Carry out administrative duties when required
• Maintain consistently high service and presentation standards
• Key lead in the management of Accident Reporting and Follow‑Ups
• Active management of the Mailbox's PPM Documents and Statutory compliance documentation and compliance

Occupier Liaison & Engagement

• Build strong working relationships with occupiers and act as a key day‑to‑day point of contact
• Keep occupiers informed of Mailbox updates, initiatives, and operational matters
• Support occupier meetings, forums, and engagement activities
• Assist with the delivery of occupant engagement, wellbeing, and marketing initiatives
• Support occupier feedback programmes and surveys, using insight to inform service improvements
• Assist with occupier events, including coordination, communication, and on‑the‑day support
• Manage and support bookings for common areas (e.g. meeting rooms, auditorium, terrace spaces)
• Maintain accurate records and support reporting on occupier engagement and space utilisation

Operational & Compliance Support

• Adhere to all Health & Safety, QSHE, and sustainability policies and procedures
• Report hazards, near misses, incidents, or risks appropriately
• Maintain confidentiality of sensitive communications and documentation
• Work collaboratively with on‑site teams, clients, and service partners
• Use technology and systems (e.g. booking tools, workplace apps, Microsoft Office) to support efficient service delivery

Skills, Knowledge & Experience

Essential

• Experience in a customer‑facing or front‑of‑house role (premium or corporate environment preferred)
• Excellent verbal and written communication skills
• Strong interpersonal and relationship‑building skills
• Ability to work independently and remain focused and motivated
• Intermediate Microsoft Office skills
• Strong organisational skills and attention to detail

Desirable

• Experience acting as an occupier or client liaison within a commercial or corporate environment
• Interest in workplace experience, wellbeing, or customer‑focused initiatives
• Experience supporting events
• Knowledge of Birmingham‑based occupiers or stakeholders
• Experience using CRM systems or workplace/booking apps

Personal Attributes

• Professional, approachable, and confident
• Customer‑focused with a passion for service excellence
• Proactive, adaptable, and flexible
• Immaculate personal presentation
• Commercially aware with an innovative mindset

Working Pattern

• 38 hours a week
• Reception – 08:00 to 18:00 – Wednesday & Friday
• Occupier Liaison – 18 hours over 3 days (days vary depending on requirement and events, may include occasional weekends)
• Additional shifts may be available on an overtime basis as required