Workplace Guest Services Team Leader in Edinburgh

Location: Edinburgh Office

Client: A world renowned financial institution

Role Overview

We are seeking an experienced and motivated Workplace Team Leader to lead our Front of House operation within a prestigious client environment. This role is central to delivering an exceptional workplace and visitor experience, leading a team of Workplace Concierge and Reception professionals with a strong focus on service excellence, continuous improvement, and client satisfaction. As a key member of the site leadership team, the Workplace Team Leader will act as an ambassador for the Signature culture, setting high standards and fostering strong relationships with clients, stakeholders, and colleagues.

Key Responsibilities

• Service Leadership & Delivery
  • Lead and manage the Front of House team to deliver a consistently high-quality customer experience.
  • Oversee daily Front of House services, including reception, guest services, meeting room management, visitor and security processes, catering coordination, and office supplies ordering.
  • Drive continual service improvement, proactively identifying opportunities to enhance the workplace experience.
  • Ensure services are delivered in line with contractual SLAs, KPIs, and Standard Operating Procedures.
  • Act as a visible and approachable leader, promoting professionalism and service excellence at all times.
• Client & Stakeholder Relationships
  • Build and maintain strong, collaborative relationships with clients and key stakeholders.
  • Maintain a clear understanding of client values, objectives, and expectations.
  • Ensure a consistently positive client perception and contribute to client retention efforts.
  • Communicate effectively with both internal teams and client representatives.
• People & Performance
  • Provide day to day leadership, support, and guidance to the Front of House team.
  • Own personal development and apply learning to continuously improve performance.
  • Deliver agreed personal objectives and maintain high personal standards.
  • Follow HR policies and procedures, including those related to time off, wellbeing, grievances, whistleblowing, and disciplinary processes.
  • Complete monthly timesheets and adhere to expense procedures.
• QHSE & Wellbeing
  • Own QHSE auditing for the Front of House services and promote best practice across the portfolio.
  • Ensure all work is carried out safely and in accordance with SOPs and the QHSE framework.
  • Report all incidents, near misses, and dangerous occurrences promptly.
  • Challenge behaviours that fall short of expected standards, in line with Mitie QHSE policies.
  • Promote health, safety, and wellbeing values as outlined in the wellbeing handbook.

What We Are Looking For

• A genuine passion for delivering outstanding customer service.
• Proven leadership and people management capability.
• Strong communication and interpersonal skills, with the ability to build trusted relationships.
• A proactive mindset with the drive to achieve high standards and continuous improvement.
• Experience in a similar Front of House or workplace services role (preferred).
• Strong understanding of company standards, including SOPs, KPIs, and SLAs.
• Confidence to challenge service delivery when standards fall below expectations.

Why Join Us?

This is an excellent opportunity to lead within a high-profile client environment, where service excellence, professionalism, and people development are valued. If you are committed to creating exceptional workplace experiences and want to make a meaningful impact, we would love to hear from you.