Client Experience Events Team Leader in London

Location: London

Working hours: Shift rota between 08:00 - 18:00, 35 hours on Monday to Friday. Some overtime may be required based around events times.

Type: Full-time office based. Permanent role.

About the Business: Here at Pinsent Masons we bring together the best people to get the job done. We are naturally curious, constantly learning, listening, and growing. We value your ideas. You will be joining an award-winning, hardworking and commercially minded team, where you will have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You will get the opportunity to be involved in varied and challenging work, working in an open and supportive environment to deliver outstanding results.

Purpose of the role: To be responsible for the end-to-end logistical management and service delivery of the firm’s large meetings and events held at the Global HQ London Office. Developing and implementing best practice policies and procedures for all facilities/services requirements, from booking to setup and including hospitality and AV, ensuring that the function operates at maximum efficiency and delivers a world-class client experience.

Main duties and responsibilities:

• Accountable for the strategic and end-to-end management of the large meetings and events held at the firm’s Global HQ / London office in relation to all logistics, hospitality and catering, room/space, audio-visual and video conferencing requirements within the large meeting and events spaces.
• Responsibility for auditing standards/procedures relating to all large meetings and events support requirements to ensure that excellent service delivery is consistently provided to both external/internal clients.
• Working with the Client Experience management team in implementing changes and defining best practice as appropriate for the Global HQ.
• Regularly auditing and continually seeking to improve efficiencies and reduce costs where appropriate.
• Collaborating with the Client Experience Management team and Tech Services colleagues to ensure the effective use of the room booking system, including updates to the system configuration and changes, upgrades and providing reports/stats as required.
• Facilitating end-to-end touchpoints with the events bookers/hosts to capture all requirements, offering options and solutions and finalising details to ensure all needs have been anticipated in order to deliver a successful meeting/event on the day.
• Duty managing the large meetings and events on the day as the main point of contact for the duration of the event as required - greeting the event host(s), briefing them on H&S and housekeeping, and ensuring all requirements have been provided for and delivered successfully, whilst remedying any last-minute issues/changes.
• Setup, configure, test, monitor, and troubleshoot audio visual equipment in readiness for meetings and events as well as duration support, referring any technical issues directly to the Tech Services team in a timely and efficiently manner.
• Working closely with the BD Events team to organise and coordinate resource/usage of the large meeting and events spaces, ensuring the smooth running of events/seminars etc and providing exceptional customer service for all in attendance.
• Working closely with Client Experience Management team, as well as the Catering providers/Contractors to ensure that the hospitality offering meets the needs of the business and are providing the highest quality refreshments/food in a timely fashion.
• Forecasting for the weeks ahead and planning appropriately.
• Line management of Meeting & Events Coordinators through regular 1:1s, team meetings, and performance reviews and check ins.
• Effective coordination and team management in relation to ensuring timely delivery of room setups, audio-visual requirements, catering and all logistics for large meetings and events held in the key spaces in the London office.
• Planning and coordination of team resources to ensure the hours of operation are adequately covered and involvement in recruitment activities where appropriate.
• Reconciling and controlling all costs of large meetings and events to ensure accuracy of recharging process timely onward billing to clients.
• Regular liaison with the finance and billing teams to ensure amendments and third-party invoicing is correct and complete.
• Involvement in national and local projects, taking the lead on occasions where appropriate.
• Proactively participate in the overall continual improvement of the client experience and meeting and events services, contributing to proposals for innovative ways of delivering progressive change as well as efficiency and cost improvements, where possible.
• Develop opportunities within the large meetings and events services to add value, working closely with colleagues from the Client Experience, Facilities and Tech Services management teams and external suppliers as required.
• Establishing a key network of peer-to-peer contacts to keep up to date on market/sector trends as well as seeking to lead on innovation and change.
• Attending management meetings and other department/team meetings as required.
• Other duties as reasonably required by Client Experience Management and wider Facilities Management team.

Candidate Overview: We are looking for candidates who ideally hold the following skills and experience:

Relevant Experience:

• Minimum of 5 years of supervisory/team leader level experience in a similar role.
• Minimum of 5 years of experience in delivering/managing large meetings and events, including complex requirements of hospitality and audio visual, to senior/executive level for professional services.
• Excellent IT skills to include all MS Office packages.
• Experience of using a booking system, preferably Eptura (Condeco).
• IOSH Managing safely desirable but not essential.

Key Skills:

• Strong leadership skills and ability to motivate others.
• Ability to manage conflicting demands and/or challenge pressures for resources.
• Excellent communication and interpersonal skills with the ability to deal with staff at all levels.
• Ability to establish and maintain excellent working relationships with internal and external clients.
• Diligent and methodical approach to all aspects of work with a keen eye for detail.
• Able to work collaboratively and not afraid to challenge assumptions.
• Professional 'can do' attitude.
• Proven organisational skills.
• Ability to identify any Health & Safety risks.

Qualifications:

• Educated to minimum A level or equivalent, including GCSE Maths and English at grade C or above.

What can we offer you?

• Carers' leave (up to five paid days' leave towards caring responsibilities)
• 25 days' annual leave entitlement and the opportunity to purchase or roll over 5 days.
• Contributory pension of up to 5%.
• Private healthcare policy.
• Death in service cover (4 x base salary).
• Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan.
• Cycle to work scheme.

What happens next? Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.

Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It is with different perspectives that we will find solutions to our clients' most complex challenges. It is how we will deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.