First Impression Assistant

The Front of House Team plays a critical role in delivering and maintaining exceptional service, which is a core part of the ethos if the firm. As the first point of contact for clients, visitors, and staff, the team is responsible for maintaining a welcoming and efficient reception and client meeting environment.

The team manages a range of incoming communications, including phone calls and emails, and ensures seamless coordination externally and across internal departments. Our Front of House Team's commitment to professionalism, discretion, and attention to detail reflects the high standards of service expected in our top-tier legal setting.

Led by the Front of House Manager, the team is made up of experienced First Impression Assistants who collaboratively manage and communicate together to ensure seamless coordination across all of the firm's offices.

Role

The principal role of the First Impression Assistant is to provide clients, guests and staff with a friendly and professional welcoming. They are tasked with greeting clients, scheduling meetings and meeting refreshments and generally providing front of house/administrative support to the firm's lawyers and staff. The First Impression Assistant reports into the Front of House Manager.

This role is responsible for answering calls, ensuring client meeting rooms are set up correctly for use throughout the day and assisting staff and visitors using the office facilities. A key part of the role is excellent organisation skills and proactive communication with the rest of the team to ensure good coordination and a smooth running of the Front of House service.

Responsibilities

The main roles of the First Impression assistant are listed below. The role will involve working in our Bankside and Mayfair offices on a rota/shift basis. The rota also involves regular time being spent servicing the client suite, which will entail organising refreshments or the office and client meetings, setting up AV requests.

The roles main duties will include, but are not limited to, the following:

• Meeting, greeting, and interacting with clients, visitors and staff

• Switchboard call handling via Microsoft Teams

• Internal call handling including taking and passing on accurate messages via email

• Processing and confirming meeting room booking requests via our booking system Condeco

• Meeting room set up and hospitality – including setting up hybrid meetings

• Organising and assisting with hospitality and events

• Setting up audio visual systems and trouble-shooting problems

• Populating data collection workbooks

• Participating in an office rota within the First Impression Assistant team – including time based in our Bankside and Mayfair offices, and time spent servicing the client suite (Bankside)

• Actioning reasonable tasks instructed by the Front of House Manager

• Maintaining an effective handover for the First Impression Assistant team

• Processing the administration around invoices following spend within the team The First Impression Assistant also has a responsibility to ensure that their skill set is up to date and they are familiar with the firm’s legal departments, key personnel, clients, internal systems and procedures. This will ensure that the individual is able to carry out their role and duties effectively and, where appropriate, discuss any training requirements with the Front of House Manager.

Experience and Skills Required

The successful candidate will have:

• Previous front of house/reception experience in a professional services firm is required (a minimum of 3 years in a similar role is essential)

• Previous experience using relevant IT systems – including Microsoft Teams, Outlook and an online room booking system (such as Condeco)

• Excellent communication and organisational skills

• Excellent telephone manner and competent knowledge of telephone system

• A committed attitude and dedication to creating a memorable guest experience

• A team working approach – flexible, dependable and able to use their own initiative

• Able to remain calm under pressure

• A team focused attitude

• Conscientious, approachable and enthusiastic

• Able to quickly build confidence, respect and trust with others

• Excellent personal presentation