Williams Lea
First Impression Team Leader
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First Impression Team Leader
Salary: Up too £40,000 per annum DOE, plus company benefits
Location: London
Contract: Full Time, Permanent
Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid break
Work model: Fully onsite
About the Role
Williams Lea seeks a First Impression Team Leader to join our team!
Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.
Purpose of Role
The Williams Lea Front of House Concierge are the first people to meet the clients and guests so are the first impression of our clients firm and depends on our friendliness and efficiency. The team need to be ambassadors for the brand and company. The concierge and reception team should be providing a service and welcome to guests turning their welcome into a positive and memorable experience.
Key Responsibilities
- Lead, motivate, and develop a team of five First Impression professionals, creating a high-performing, customer-focused culture.
- Set clear service standards and ensure the consistent delivery of a five-star experience across reception, hospitality, meeting rooms, events, AV support, access control, and client suite logistics.
- Take overall responsibility for the day-to-day operation of the London First Impression function, ensuring all services are delivered efficiently, professionally, and to agreed standards.
- Remain fully operational and hands-on within the team, supporting reception, meeting room management, hospitality, events, AV requirements, visitor management, and logistics as required.
- Act as the escalation point for service issues, resolving challenges quickly and maintaining a seamless experience for clients, visitors, and employees.
- Ensure meeting rooms, client suites, reception areas, and client collaboration spaces are maintained to exceptional presentation and operational standards.
- Oversee visitor management, access control, room bookings, hospitality requests, event coordination, transport arrangements, and supplier management.
- Lead by example through visible, hands-on leadership, coaching team members in real time and supporting operational delivery during peak periods, high-profile meetings, and events.
- Take ownership of onboarding, training, and developing new team members, ensuring they are fully competent and confident across all service lines.
- Create, maintain, and continuously improve training materials, service standards, and operational procedures.
- Conduct regular quality checks, audits, and service reviews to ensure consistency, compliance, and continuous improvement.
- Provide ongoing coaching, mentoring, and performance feedback to support individual development and maximise team performance.
- Identify skills gaps and implement development plans to enhance capability and succession within the team.
- Monitor team performance against agreed objectives, ensuring all services are delivered to the highest professional standards.
- Build strong relationships with clients, stakeholders, suppliers, and workplace teams to ensure a seamless and consistently high-quality experience.
- Foster a collaborative "one team" culture, promoting engagement, accountability, and a shared commitment to service excellence.
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Personal attributes
We are looking for a customer-focused professional with a strong background in delivering exceptional corporate reception and workplace experience services. While previous people management experience is desirable, we are equally interested in candidates who have demonstrated leadership potential and a passion for developing others, as management training can be provided.
- Proven experience delivering a high-quality reception, front-of-house, hospitality, or workplace experience service within a corporate environment.
- Experience managing demanding stakeholders, resolving challenging situations, and maintaining professionalism under pressure.
- Passion for delivering exceptional customer service and creating outstanding client, visitor, and employee experiences.
- Confident in handling VIP visitors, senior executives, and high-profile meetings with discretion and professionalism.
- Strong interpersonal skills with the ability to build positive relationships at all levels of an organisation.
- Excellent verbal and written communication skills, with a professional and approachable manner.
- Highly organised with strong attention to detail and the ability to manage multiple priorities effectively.
- Calm, proactive, and solutions-focused, with the ability to anticipate needs and resolve issues before they escalate.
- Experience coordinating meeting rooms, hospitality services, events, workplace logistics, or visitor management activities.
- Comfortable working in a fast-paced environment where priorities can change quickly.
- Experience supporting or leading a team is advantageous; however, we welcome applicants with strong operational experience who are ready to take the next step into a leadership role.
- Ability to coach, mentor, and support colleagues while promoting high service standards.
- Strong planning and organisational skills, with the ability to prioritise workload and meet deadlines.
- Excellent customer focus with a genuine commitment to delivering service excellence.
- A positive, welcoming, and professional approach with the confidence to act as an ambassador for the organisation.
- Strong IT skills, including Microsoft Office. Experience with room booking systems (e.g. Condeco) and meeting room technology/AV equipment would be advantageous.
- A collaborative team player who leads by example, acts with integrity, and consistently demonstrates a willingness to go the extra mile.
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Desirable
- Previous experience managing or supervising a front-of-house, hospitality, or workplace experience team.
- Experience supporting corporate events and executive-level meetings.
- Knowledge of workplace technology, meeting room booking systems, and AV services.
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
- 25 days holiday, plus bank holidays (pro-rata for part time roles)
- Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
- Life Assurance
- Private Medical Insurance
- Dental Insurance
- Health Assessments
- Cycle-to-work scheme
- Discounted gym memberships
- Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com (we do not accept applications to this email address).
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