PROception
Operations Support Manager
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Job Purpose
Due to exciting continued growth, we are seeking a highly experienced Operations Support Manager who has extensive knowledge of customer service and people management and can provide our 6-Star front-of-house service delivery.
This is a full-time role, working Monday-Friday, 9am - 5pm, with a degree of flexibility required. The role is based in and around central London.
In return, we offer a competitive salary of £44,000 to £48,000 per annum, depending on experience, along with 28 days' annual leave, inclusive of bank holidays.
At PROception we pride ourselves in offering an exemplary welcome to our clients, combining the three key disciplines of reception, concierge, and security. Duties and responsibilities include, but are not limited to the below:
Key Responsibilities
- Provide all levels of support to the Head of Operations and wider team as and when required
- Organising, planning and allocating resources
- Inductions, training, and development of staff
- Recruitment and management/scheduling of the relief team
- Carry out weekly site visits
- Providing short notice cover for absences to ensure clients are provided with a seamless service
- Full Timegate scheduling of shifts for front of house personnel
- Managing and overseeing all holiday requests
- Conduct and monitor staff appraisals including HR / disciplinary issues
- Provide onsite/offsite customer service training as and when required
- Support the operations team with recruitment/H&S activities/operational reports/minute taking
- Develop, build, and strengthen client relationships
- Innovate and support in FOH events and incentives for teams onsite, in collaboration with clients
- Ensure that our 6-star level of guest experience is delivered consistently
- Be proactive and anticipate any action client or customer requirements in a professional manner
- Mentor and motivate staff to provide excellent customer service
- Have the ability to multi-task and work well under pressure
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Person Specification
- Excellent communication and dynamic interpersonal skills
- Innovative and proactive approach
- Experience in a similar role for example Customer Service Manager, Front of House Manager or Hospitality Manager would be considered, ideally across multiple sites
- Experience of staff appraisals/HR processes
- Proactive and ability to work well under pressure and problem solve
- Exceptional customer focus and care, with the flexibility, energy, and desire to understand the company cultures
- Previous experience of minute taking would be advantageous
- Must have strong organisational skills and proven experience in managing a team in a demanding, fast-paced environment
- Risk/H&S awareness
- Ability to liaise with the client, build solid working relationships and manage conflicting priorities
- Good understanding and experience with all MS office and ability to delivery presentations and user guides
- Professional, highly driven, flexible, enthusiastic, self-motivated team player
- Excellent interpersonal skills and the ability to interact with people at all levels
- Immaculate presentation
- Ability to work independently with confidence, using own initiative as required
- Look for opportunities to enhance client/visitor experience
- Maintain and practice a high degree of confidentiality at all times
- 5 years of verifiable work history
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What We Offer
- A highly competitive salary within the corporate sector
- CPD- Bespoke Training, Learning & Development opportunities Licence Upskill- where applicable
- Perk Box- Employee discount scheme
- Discretionary Uniform Budget
- Cycle to Work Scheme
- Social events and activities
- Pension scheme
- Employee mental health assistance helpline
- Recognition schemes including our employee of the month programme
- Employee HSF Scheme
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