Team Leader (Maternity Cover) - CityPoint

Overall Purpose

The Team Leader will be permanently based on the reception desk(s) covering the front of house function. In addition, the Team Lead will be responsible for additional reception desks within the client Building/Estate.

As Team Lead you represent St James and St James’ clients. You will have ownership and accountability for the reception area and its environment. You will be responsible for managing, leading and developing your team.

Duties and Responsibilities

The below listed task/responsibilities are not exhaustive:

To take full ownership of the reception and all associated areas, including any additional reception areas associate with the Building/Estate.

Ensure that the Reception areas are kept in impeccable order at all times, liaising with cleaners, facilities, security and other departments as deemed necessary to the efficient running of the Building/Estate.

To collate and deliver accurate reports on all aspects of information as requested from the client and senior management.

Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Front of House Services.

Produce, manage and operate the reception rota, checking future planned absences and liaising with management for cover as and when required.

Manage and promote the implementation for any change, upgrade or advancement in software systems.

Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.

Ensuring that the team are correctly attired and project a professional image at all times.

Ensuring the maintenance of the visitor electronic pass system and the maintenance of the client facing areas e.g. fault reporting.

Attend and take minutes at management meetings when requried.

To be involved in and participate in interviewing potential team members for the building/estate.

Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensure you and your team provide them with exceptional service.

To assist guests and visitors, occupiers and clients with their queries, comments and suggestions in a knowledgeable and professional manner.

To receive/answer calls promptly and efficiently, identifying the callers’ requirements and transferring calls as appropriate.

Manage difficult calls and/or distressed callers’ in a calm and professional manner.

Where appropriate, reporting of accidents or incidents.

Administrative duties including word processing, photocopying, ordering stationary, post, couriers and facilities management tasks as required.

To lead, manage and develop the FOH team.

To conduct annual appraisals and any performance management requirements for the FOH team .

To identify any training needs and assist in their skills and development of the FOH team.

To maintain good working relationships with colleagues.

Adhering to St James policies and procedures, code of conduct and to be fully conversant with the emergency procedures in relation to Health & Safety issues.

Ensure compliance with all current statutory legislation in respect of health and safety and the environment.

Any other duties as deemed necessary to support the client, customer, colleagues and St James .

Knowledge

Previous experience in managing and leading a team

Proven working knowledge of customer service experience

Previous experience is essential in a similar corporate background

Excellent command of the English language, both verbal and written

Working knowledge of IT with experience of using Microsoft Office