First Impression Team Leader

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locations
Glasgow
Edinburgh
time type
Full time
posted on
Posted Yesterday
job requisition id
R241001146
First Impression Team LeaderSalary: £24,840 per annumLocation: Ca'D'Oro Building, 45 Gordon Street, Glasgow, G1 3PEContract: Permanent, full timeHours: 37.5 hours per weekShifts: Monday – Friday between the hours of 8am - 6pmBreak details: 1-hour unpaid lunchWork model: OnsiteWilliams Lea seeks a First Impression Team Leader to join our team!Williams Lea is the leading global provider of skilled business-critical support services to financial, legal, and professional services firms.Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for!Purpose of the role:The First Impression Team Leader has the opportunity to improve all aspects of the reception and hospitality service delivery. This role will be responsible for managing four direct reports between our Edinburgh and Glasgow locations. Every task undertaken must be delivered with an exceptional customer service approach, ensuring a seamless service for clients.A successful First Impression Team Leader leads by example, with the ability to easily build rapport with people and inspire their team. They should be able to deal with urgent tasks in a timely and effective manner, and the ability to multitask is important for this position. Previous experience managing a team in corporate or professional services is required. This role requires working in shifts, so flexibility is a plus. This is a hands-on role and will involve working alongside team members to deliver an overall exceptional service to our clients.You will have the opportunity to join a great team in the city centre that promotes career growth, great social events and competitions as well as wellbeing and mental health support. Apply today!Key responsibilities Manage all aspects of service provided to clients and visitors, ensuring that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service levels can be improved
Directly supervise first impression assistants, tracking all aspects of performance including continuous feedback meetings, giving regular feedback to the Business Services Manager Assisting the B usiness Services Manager
with the compilation of monthly reporting, and to actively participate in the account management programme Manage the staffing resource available to ensure that most effective use of the team is made
Complete daily customer service tasks as required including cover for reception, switchboard and hospitality
Play a flexible role, and cover for Business Services Manager (BSM) and First Impression Assistants when required
Report problems to the BSM and resolve without impacting on service
Deliver first impression assistant training, and ensure that staff are given the skills needed to successfully carry out their role
Implement and maintain Williams Lea performance management processes
Ensure that Williams Lea policies, procedures and standards are correctly implemented and maintained
Track data and information and provide regular reports
Collate data and assist the BSM in the production of management and monthly reports
Ensure that first impression assistants provide excellent customer communication, and promote an environment which strives to provide service excellence
Ensure that housekeeping equipment is regularly checked, and that equipment is properly operated and maintained
Ensure that the workplace is maintained in a tidy and well-presented manner at all times To immediately raise any health and safety concerns to your managerTo actively participate in all on site health and safety audits and assessments and oversee the onsite health and safety co-ordinator to maintain full H&S complianceGreeting visitors in line with client and Williams Lea standardsReception duties in line with client and Williams Lea standards
Ensuring the reception is locked & secured when not in use
Undertake other duties as assigned by the business services manager and line manager Personal attributes Very well presented, with excellent communication skills
Experience supervising a team
Demonstrates leadership by example
Strong customer focus
Able to prioritise, problem solve and deliver under pressure
Capable of taking initiative and developing solutions, where appropriate
Flexible and enthusiastic, self-starter who is keen to progress with a fast growing company The Package:Private Medical Insurance, Life Insurance/Life Assurance, Company Pension, Corporate Eye Care, Personal Accident and Company Sick Pay. Additional benefits such as Dental Insurance, Gym Membership, Charity Donations, Employee Offers, Retail Vouchers, and Season Ticket Loan are offered at a discount on a salary sacrifice basis. You will also have the opportunity to work for a global employer dedicated to offering each and every employee an enjoyable, challenging, and rewarding career with future career development prospects.The Company values the differences that a diverse workforce brings to the organization 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.Please note: Due to the high volume of responses received for this role, we will not be able to contact all applicants directly. If you have not heard from us in four weeks, please consider your application unsuccessful.
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In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.
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