Senior Front of House & Client Experience Lead

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.

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.
• 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.
• Hospitality Services: Collaborating with catering partners to ensure our hospitality offering is on brand, supporting case teams in serving our client work.
• 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.
• Room Booking System Management: Manage client suite bookings using room management software, sense check all bookings to ensure maximum utilisation and best use of space.
• 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.

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.