Team Lead - CL

Overall Purpose

The Team Lead will be permanently based on the reception desk(s) covering the front of house function on an Estate of two buildings.

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

Duties and Responsibilities

The below listed tasks/responsibilities are not exhaustive:

• To take full ownership of the reception and all associated areas, including any additional reception areas associated with the Estate across two buildings.
• 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 two buildings.
• 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.
• Proactively solve problems and recommend changes to make improvements.
• 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 of any change, upgrade, or advancement in software systems.
• Leads the team to create positive memorable experiences by exceeding expectations for all.
• Development and implementation of the customer experience strategy together with key stakeholders.
• Ensuring that the team functions 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.
• Being responsible for the process of meeting and greeting of all guests and visitors to the building and ensuring 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 stationery, and facilities management tasks as required.
• To lead, manage, and develop the FOH team.
• To conduct Return to Work for any team absences.
• To be involved in and participate in interviewing potential team members for the building.
• 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.