Welcome Reception Team Leader

Location: London

Hours of work: Flexibility required between core hours 07:00 – 19:00 due to shift patterns as well as occasional overtime; however, core shift likely to be 08:30 – 16:30 (35-hour week)

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:

To manage the ground floor reception and visitor lounge and lead the team to consistently deliver a world-class visitor experience to all arriving at our international headquarters. To lead by example as the brand ambassador for the firm ensuring the highest standard of care and service to all clients, visitors and stakeholders.

Main duties and responsibilities:

• Responsibility for ensuring a world class service to all internal and external clients in person and via the UK switchboard.
• Meet and greet clients and visitor with positive enthusiasm and a \\"can do\\" attitude.
• Maintain a high-profile presence at the reception desk and within the , building strong relationships with key clients and internal customers, being the 'go to' person for all Welcome Reception services.
• Understanding the firm's business as well as the various sub-tenants, teams, and services to be able to offer a knowledgeable first point of contact and direct queries onwards to the relevant team or colleague.
• Anticipating the client needs helping with their requests and queries efficiently and effectively.
• Offering a hotel-style concierge service to clients, including taxis, restaurant recommendations etc.
• Utilising questioning techniques to understand each request and provide an appropriate response and/or facilitate actions to ensure satisfactory resolution/closure.
• Booking of all taxis, adhering to the travel policy and ensuring prompt service delivery to all internal clients.
• Monitor and manage the housekeeping of the ground floor reception area and outside of the front of the building at all times and liaise with facilities, including cleaning and maintenance to ensure the high standards within these areas are maintained consistently and kept presentable, including furniture and artwork.
• Ensure prompt liaison with the post room team for the deliveries, collections, etc. directing all couriers and messengers to the loading bay.
• Vigilance for security and safety of main entrance and exit to building, promptly raising any issues to the security team and facilities management.
• Adhere to strict security policies and comply with instruction given by the security team.
• Liaison with cleaning, maintenance & IT/Tech departments to ensure the smooth provision of services to the ground floor reception and visitor lounge, including Auditorium space.
• Intuitive and effective communication, adapting style and approach appropriately.
• Pro-actively managing workload, including deadlines and time critical tasks and activities per day/week.
• Organising and forward planning resources and services to ensure the smooth operation on the day.
• Monitor, control and continually improve housekeeping standards
• Code, log and check invoices relating to the client services, including taxis.
• Put forward ideas for improving processes, service and increasing efficiencies.
• Adhere to all firm wide policies and procedures.
• Be conversant with the firm's health & safety policy, emergency evacuation procedures and business resilience plans.
• Support the wider Workplace team with logging and reporting Facilities/Building Related issues through the correct channels via the CAFM system.
• Other duties as reasonably required by the Client Experience Manager/Facilities Manager.

Candidate Overview:

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

• At least 3 years Team Leader/Senior Receptionist level experience in a similar role.
• Experience of working within a client/customer service environment for a professional services or law firm
• Experience of using a visitor management/room booking system, preferably Condeco.
• Excellent IT skills to include all MS Office packages.
• IOSH Managing Safely preferred – but not essential.
• Educated to minimum A level or equivalent 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'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.

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