Client Experience Team Leader in London

Type: 12-month FTC

Location: London

Working hours: Shift rota between 07:00 – 19:00, 35 hours on Monday to Friday. Some overtime may be required. 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’re naturally curious, constantly learning, listening, and growing. We’ll truly value your ideas. You’ll be joining an award-winning, hardworking and commercially minded team, where you’ll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You’ll 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:

Responsible for the day-to-day delivery of the service offered to all who visit our Global HQ in London at Crown Place. Leading the client floor reception team to achieve the highest standards in service and ensure all policies and procedures are adhered to.

Main duties and responsibilities:

• Responsible for ensuring the highest standard of service is offered by the reception team, across the client floors, both in person as well as virtually, across all communication tools.
• Lead the client floor reception to deliver each day’s requirements across all client floors.
• Supervise the professional and positively memorable services, offered to all who visit the client floors.
• Anticipate client needs, through the daily checking of bookings for both current and next day schedules.
• Work closely with wider department to co-ordinate and share information, identifying any areas for clarity, and suggesting ideas which enable the team to operate more efficiently.
• Leading the team to assist with all on the day requests and queries efficiently and effectively.
• Coordinate effectively across all stakeholders, to ensure best solution for the client is provided.
• Lead by example, maintaining a strong presence on the reception desk, building strong relationships with all who engage with the services offered by the reception desk.
• Train, lead, motivate and inspire team members to achieve their full potential in all required areas of the role.
• Pro-actively manage duties across team, to ensure that deadlines and time critical tasks are delivered, and support with longer term service initiatives are met.
• Creation of client floor reception rotas with the ability to forward plan resources to ensure smooth operation on the day.
• Conflict resolution of booking issues on the day.
• Ability to remain calm and focused, ensuring that movements when necessary are coordinated efficiently and the best solution is provided.
• Monitor, consider and continually improve service standards.
• Support Client Services Manager with delivery, providing timely responses and appropriate solutions to maintain excellence in customer service as part of the experience our clients and guests receive when visiting.
• Day to day line management responsibility for reception team members, including personal development, performance, absence management and coaching.
• Host regular meetings with team members, offering training, support and guidance where needed.
• Identify opportunities for improvements and put forward ideas to improve processes and the service offered.
• Leading recruitment activities with the support of the Client Experience Manager.
• Build and maintain positive relationships with all Client Experience colleagues, to ensure a consistent service is provided across the whole team.
• Implement all policies and procedures as required.
• Adhere to all firm wide policies and procedures.
• Support with the firm's Health & Safety, Evacuation and Business Continuity Plan policies and understanding role/duties within these.
• Work closely with the Facilities Workplace teams to monitor the client environment, ensuring adherence to relevant health and safety standards, including correctly recording and reporting hazards for both external and internal clients.
• Attend management meetings and other department/team meetings as required.
• Other duties as reasonably required by the Client Services management team.

Candidate Overview:

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

Relevant Experience:

• At least 2 years Senior Receptionist/Supervisory level experience in a similar role.
• Experience of using a booking system, preferably Condeco/Eptura.
• Excellent IT skills to include all MS Office packages.
• IOSH Managing safely desirable but not essential.
• Educated to minimum GCSE level or equivalent, including maths and English.

Key Skills:

• Ability to lead and motivate others as well as being a great team player.
• Excellent communication and inter-personal skills, both written and spoken.
• Effective and intuitive communicator at all levels.
• Ability to manage conflicting demands and/or challenge pressures for resources.
• Diligent and methodical approach to all aspects of work with a keen eye for detail.
• Proven organisational skills.
• Ability to identify any Health & Safety risks.

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’s with different perspectives that we’ll find solutions to our clients’ most complex challenges. It’s how we’ll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.