At a Glance
- Tasks: Lead the reception team, ensuring a top-notch client experience and managing VIP events.
- Company: Prestigious professional services firm in London with a focus on excellence.
- Benefits: 25 days holiday, private medical insurance, life assurance, and health assessments.
- Other info: Opportunity for career growth and continuous improvement in a supportive team.
- Why this job: Shape client experiences and drive service excellence in a dynamic environment.
- Qualifications: Experience in leading reception teams and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
Overview
In this role you will lead the corporate reception operations, shaping the client and colleague experience.
You will develop the Front of House team, drive service excellence, and implement improvements in a prestigious, regulated professional services environment.
You’ll manage VIP arrangements, events, and meeting logistics, collaborating with multiple internal teams.
This is an opportunity to influence service delivery at scale while maintaining a polished, professional presence.
You’ll work onsite in London, partnering with cross-functional stakeholders to raise the standard of front-of-house operations.
- Pay / Benefits
- 25 days holiday, plus bank holidays
- salary sacrifice schemes
- Life Assurance
- Private Medical Insurance
- Dental Insurance
- Health Assessments
Responsibilities
- Lead and coach the reception team to deliver professional service
- Monitor and maintain a welcoming, client-focused FOH experience
- Train newcomers on procedures, standards, and client expectations
- Manage daily FOH coverage and arrange sickness/leave contingencies
- Oversee visitor experience for clients and candidates
- Coordinate VIP/high-profile client reception and events
- Support meetings, events, and hospitality planning
- Oversee meeting room setup, AV/tech, and post-meeting resets
- Collaborate with Facilities, IT, HR, Security, and other teams to resolve FOH issues
- Liaise with external suppliers and escalate as needed
- Ensure security procedures and access control compliance
- Support Health & Safety, incident reporting, and emergency procedures
- Monitor service levels and identify improvement opportunities
- Maintain FOH procedures, contact lists, and escalation protocols
- Plan holiday/absence coverage and resource requirements
- Provide feedback to Account Manager on performance and issues
- Support performance management and address issues when needed
- Audit FOH areas for presentation, cleanliness, and supplies
- Monitor stock and replenish FOH and meeting room supplies
- Drive continuous improvement projects to enhance FOH delivery
- Maintain confidentiality in a law-firm environment
- Support business continuity and FOH procedures for disruptions
- Provide cover and own operational responsibilities in absence
- Manage Reception/FOH rota and ensure adequate coverage
- Oversee catering for meetings, events, and client visits
- Conduct meeting room booking audits
- Lead weekly FOH team meetings and communicate updates
- Be the first point of escalation for FOH issues and drive resolution
- Identify and implement initiatives to improve FOH service
- Conduct daily FOH walkarounds to address issues affecting experience
- Key requirements
- Proven experience leading a corporate/professional services reception team
- Strong operational experience managing a service line
- Excellent verbal and written communication with senior stakeholders
- Calm, proactive, and solution-focused under pressure
- strong communication
- relationship-building
- proactive mindset
- meeting room management and AV/technology
- security and access control procedures
- health and safety awareness
Front of House Lead in London employer: Williams Lea
Williams Lea is an exceptional employer that prioritises service excellence and employee development in a dynamic work environment. Located in Leeds, the company fosters a collaborative culture where team members are encouraged to innovate and grow, offering ample opportunities for professional advancement while ensuring a supportive atmosphere that values each individual's contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Front of House Lead in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Williams Lea. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Williams Lea before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Front of House Lead in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Williams Lea:Your cover letter is your chance to shine! Tell us why you want to work at Williams Lea specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Williams Lea!
How to prepare for a job interview at Williams Lea
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
