Project Support Lead in London

Our mission: “To deliver an on-brand experience, evoking emotions & creating inspiring spaces.”

Main Purpose Of The Role

The Project Support Lead is a senior, client-facing role within the Showcase Interiors project team. In addition to carrying out all core Project Support responsibilities, the role has full day-to-day responsibility for leading, coordinating and managing the full Project Support team (circa 6 people). The Project Support Lead ensures that Project Support workloads are distributed effectively, capacity is monitored proactively, and that project teams receive a consistently high standard of support. Acting as the first point of escalation for Project Support staff, the role requires confident decision-making, clear communication and the ability to balance competing demands across multiple projects. The Project Support Lead reports directly to the Head of New Business but works closely with Project Directors and Project Associates (who lead on projects) to ensure projects are appropriately supported at all times.

KEY DUTIES/RESPONSIBILITIES:

• Client Facing: Attend client, design and project team meetings (in person and on VC), producing meeting minutes and action points within 24 hours. Issue and actively manage actions arising from meetings, ensuring completion. Act as the primary point of contact for the project team when the Project Director/Project Associate is unavailable. Maintain a strong understanding of project documentation, including design briefs, M&E (mechanical and electrical) and IT/AV information. Attend client, consultant and design team briefings as required and actively participate, including presenting where appropriate. Participate in fabrics and finishes meetings, collating information and preparing sign-off schedules and presenting where appropriate.
• Supporting the Project Team: Arrange and manage internal weekly project meetings. Coordinate internal resources to meet deadlines and resolve project actions. Support the call-off process, ensuring accuracy prior to Project Director/Project Associate approval. Review Excel formulas, totals and cost schedules for accuracy. Collate furniture performance standards and benchmark documents. Coordinate showroom visits, task seating trials and pilot schemes. Support on-site showcases and installations in conjunction with internal and external teams. Maintain complete and accurate electronic and hard-copy project records. Track project-specific orders and liaise with operations on delivery and installation. Coordinate snagging processes and post-installation actions. Produce O&M manuals and arrange client training following installation.
• Supplier Communication: Prepare clear written and visual supplier specifications for RFPs. Collate pricing and product information, carrying out due diligence against specifications. Maintain strong supplier relationships and address underperformance where necessary. Attend supplier training sessions to maintain product knowledge. Maintain accurate and up-to-date quotation records.
• Administration: Use standard templates consistently for presentations, reports and documentation. Coordinate trials, deliveries and returns, ensuring all system data is accurately logged. Prepare and manage sign-off documentation. Load project orders into systems with complete and accurate information for approval.
• Leadership & Team Management: Act as line manager for the Project Support team, providing clear direction, support and accountability. Hold a weekly workload and capacity review with Project Support staff to monitor individual workloads, identify pressure points and conflicts early, and rebalance and reallocate work proactively. Coordinate and prioritise support resourcing across multiple projects and stakeholders. Act as the first point of contact for Project Support staff on workload concerns, day-to-day issues, process questions, and project challenges. Confidently manage conflicting demands from Project Directors/Project Associates, ensuring fair and effective distribution of workload. Resolve issues independently wherever possible, escalating to the Head of New Business only where appropriate. Support the development, confidence and effectiveness of the Project Support team through guidance, feedback and day-to-day coaching. Ensure consistent standards, processes and ways of working are followed across the team. Conduct formal annual appraisals with the Project Support team, formal 6-month reviews and ad-hoc catch-ups as and when needed to ensure Project Support staff develop and grow.
• Miscellaneous: Work flexibly and be receptive and adaptable to a changing environment within a fast-expanding company. Undertake any other reasonable tasks as directed by management.
• Health & Safety: Maintain safe working practices whilst undertaking your duties at all times. To act in accordance with the company’s Health, Safety and Environmental policies, procedures and practices highlighting any issues appropriately.

THE IDEAL CANDIDATE:

• Strong understanding of the interiors and office furniture sector.
• Highly organised with the ability to juggle multiple projects and priorities.
• Calm, understanding and supportive, while also being firm, confident and assertive when required.
• Able to coordinate and resolve conflicting workload demands effectively.
• Confident decision-maker who takes ownership of issues rather than passing them on unnecessarily.
• Excellent attention to detail with a structured, methodical approach.
• Strong communicator at all levels.
• Comfortable managing and supporting others.
• Able to work independently and use judgement appropriately.
• Skilled and efficient in Microsoft Excel, PowerPoint and Word (demonstrable at interview).