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Job Purpose
We are seeking a highly experienced and dynamic Supervisor to lead the front-of-house and security service delivery.
This role combines leadership, customer experience, concierge, and security oversight, ensuring a seamless, premium workplace and visitor experience. Acting as the on-site Supervisor, you will lead and inspire a team while maintaining a safe, welcoming, and highly professional environment for all Customers, guests, and stakeholders.
The Supervisor will be expected to work collaboratively with colleagues, fostering strong professional relationships and promoting a "One Team" culture. The role requires a proactive approach to communication, knowledge sharing, and mutual support, ensuring consistency of service delivery and operational excellence throughout the estate. The Supervisor will act as an ambassador for the Hickman Building, contributing to a cohesive and customer-focused team environment.
You will be responsible for delivering a 5-star service, driving standards, and ensuring the building operates efficiently, safely, and in line with client expectations. Maintain consistent service delivery standards, ensuring all operational, customer experience, and security expectations are upheld at all times. Quickly adapt to different sites and teams, integrating effectively to support business needs and client requirements. Manage and monitor all customer deliveries comprehensively, ensuring daily delivery activity remains within agreed capped allowances and in line with site procedures and operational requirements. Escalate any breaches, trends, or non-compliance in a timely manner. Knowledge and understanding of Section 106 agreements and associated delivery restrictions is desirable. Conduct regular audits of all managed platforms and systems to ensure compliance, accuracy, operational efficiency, and adherence to company standards and procedures. Produce audit findings and support corrective actions where required.
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Key Responsibilities
Leadership & Team Management
- Lead, manage, and inspire the Guest Ambassador team
- Oversee daily operations including shift planning and rota management
- Ensure robust shift handovers
- Provide coaching, training, and development
- Act as a role model at all times
Customer & Workplace Experience
- Deliver a proactive 5-star front-of-house experience
- Act as main point of contact for occupiers and visitors
- Build strong stakeholder relationships
Security & Safety Oversight
- Maintain a visible security presence
- Ensure compliance with all procedures and systems
- Oversee CCTV and incident response
- Conduct patrols and manage health & safety
- Lead emergency response
Workplace App Management
- Take ownership of the workplace app, including user management, onboarding and offboarding of customers, and maintaining accurate access permissions.
- Provide first-line support for app-related queries and troubleshooting, ensuring timely resolution of issues and minimal disruption to the customer experience.
- Promote effective use of the app, supporting customers in understanding its features and benefits to enhance engagement and workplace experience.
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Operations & Service Delivery
- Manage visitor, Customer, and contractor processes
- Ensure accurate reporting
- Oversee key and asset management
- Work with service partners
- Maintain SLA standards
Stakeholder & Commercial Awareness
- Work with Customer Experience Manager and Customers
- Support workplace strategy
- Assist with budgets and reporting
- Promote innovation and added value services
Person Specification
- Experience in leadership role within security or hospitality
- Strong customer service background
- Excellent communication skills
- Professional and organised
- Calm under pressure
- Knowledge of security systems
- IT literate
Essential Requirements
- SIA Door Supervisor Licence
- First Aid qualification (or willingness)
- 5 years verifiable work history
- Flexible approach to work
What We Offer
- Competitive pay
- Training and development
- Employee benefits
- Inclusive working environment
- We achieve more together
- We are committed to excellence
- We are open and fair
- We embrace opportunity
Working Hours
Monday to Friday, 07:00 - 17:00
PROception Values
Integrity
- We believe nothing is more important than our reputation and we uphold the highest standards of integrity in all of our daily actions, which is fundamental to who we are.
Transparency
- Transparency breeds' trust. Trust is the foundation of great teamwork.
The duties of the post may be varied by the deletion of any of the tasks specified or by the addition of associated work.
The Job Description has been agreed by:
Job Holder:
Date:
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