Senior Front of House & Client Experience Lead in London

About Us

Bain & Company is a global consultancy that helps the world's most ambitious change makers define the future. Across 61 offices in 38 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today's urgent challenges in education, racial and social equity, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.

What You'll Do

Role objective: Working in a professional and friendly team you will be responsible for leading the smooth running of our reception facilities, providing an exceptional level of customer service to both external clients and visitors, and Bainies. This is a highly visible, busy and varied role requiring a positive can-do attitude and meticulous attention to detail to deliver client suite processes for Bain London. You will be a proactive, motivated and highly organised individual with exceptional attention to detail and the ability to identify problems, providing innovative solutions in a fast-moving, often pressurised environment. You will have the ability to communicate confidently at all levels and be comfortable working both individually and as part of a wider team where appropriate.

Key Responsibilities And Activities

• Visitor Management: Responsible for the client journey ensuring all aspects are performed to an exceptional standard; ensuring a seamless journey from entering our building through to arrival in our Client Suite, clients' arrival is anticipated, they are greeted warmly and professionally and experience a 5* service provision from the moment they enter to the moment they leave our space.
• Ensure all clients and visitors are welcomed in a professional, friendly and efficient manner and directed accordingly, with the relevant host informed of arrival.
• Ensure all visitor names are loaded into the room booking system, catering requests are checked and managed and appropriate spaces are used for each meeting.

• Client Suite Management: Meticulous attention to detail ensuring every aspect of our physical space is perfectly presented at all times and that all visitors to our space receive immaculate 5* customer service.
• Work effectively with Facilities / Office Services to ensure client facing areas are maintained to a high standard, repairs are carried out in a timely fashion and the space is "client ready" at all times.

• Hospitality Services: Collaborating with catering partners to ensure our hospitality offering is on brand, supporting case teams in serving our client work.
• Leading regular reviews of our hospitality offering, presenting any updates to all interested parties.

• Meeting / Event Management: Collaborating with case teams to provide best in class experience for all meetings and/or events hosted in our space, taking full ownership for successful delivery and outcomes.
• Responsible for developing and sharing BDP which defines London as best in class and sets the standard for Bain client meetings, workshops and events globally.

• Room Booking System Management: Working closely with other Business Functions and case teams to proactively manage bookings and promote the use of client meeting spaces.
• Manage client suite bookings using room management software.
• Sense check all bookings to ensure maximum utilisation and best use of space.
• Develop and manage best practice for ensuring the most relevant client meeting space is chosen by meeting hosts.
• Lead our Office Services, TSG and Facilities teams to ensure client meeting spaces are always meeting/client ready.
• Manage all client room catering/refreshment requests with the catering team and assist with queries, providing guidance and making recommendations where necessary.
• Have a strong understanding of our technology to resolve system issues where possible.
• Lead the development and delivery of system training to all new joiners, including those in other offices.
• Prepare and deliver training materials when any system changes are implemented.

• General: Build relationships across the office, be the "go-to" person for all client suite enquiries.
• Act as a coach and mentor to new joiners.
• Prepare, maintain and deliver all Client Suite training materials ensuring clear messaging.
• Ensure Client Suite section of FOH handbook is up to date, identifying areas of improvement to ensure continued best practice.
• Lead the induction of all new BF team members, particularly the EA/MA teams, including keeping all training materials up to date and providing training for GBS and global colleagues.

The above duties are not an exhaustive list, and this role description may be subject to change, depending on current requirements within the business.

About You

• A strong team player who is adaptable to the varied demands of the role; approachable, confident, and professional with excellent demonstrated customer service experience in line with the exceptionally high levels of customer service expected from our client suite.
• Team orientated but with the self-motivation to work independently.
• Exceptional customer service and communication skills.
• Highly organised with ability to prioritise.
• Ability to remain calm when working under pressure.
• Meticulous attention to detail.
• Professional, polished and discreet.
• Friendly and approachable.
• A good problem solver.
• Ability to multi-task.
• Proactive.

Qualifications

• ESSENTIAL: Minimum 12 months experience in customer services/Reception role.
• Advanced Microsoft Office Skills, particularly Outlook.
• Experience of working in a demanding client driven reception environment, preferably professional services.
• Minimum A level standard education.

• DESIRED: Events management experience.

Hours

Our Reception desks are open from 8am – 6pm Monday to Friday with 3 shifts covering 8am – 4:30pm, 9am – 5:30pm and 9:30am – 6pm, a reasonable amount of flexibility is therefore required to meet business demand.