Reception/Front of House and Post Room Team Leader

Job Overview

Contract Type: Permanent

Hours: 40 hours per week

Salary: £29,119-29,120

As FOH Team Leader you will be the lead person responsible for providing support and guidance to the reception team that fall under your remit. In your role you will demonstrate excellent team leadership to ensure that the highest level of customer care and professionalism is delivered to our client, tenants and visitors at all times.

Provide support and guidance to the reception team in a proactive forward-thinking manner. Work with your team and demonstrate how important the customer journey is for each client. Visitor and tenant from the moment they enter the premises until thy leave. We need to ensure that every visit to Mercedes Benz is a memorable one, for the right reason.

Ensure that all documentation requested by your line manager is delivered accurately and in the timely manner.

You will also be responsible to ensure your team deliver the same quality of service at all times. The receptionists are also responsible to ensure that they take ownership of the area and that it is always kept clean and tidy.

Main Duties & Responsibilities

1

To assist and support your client and account manager in all aspects of the business always demonstrating a proactive approach.

2

The day-to-day management of the reception team.

3

To ensure all tasks are prioritized and met in the specified time scales set out.

4

To ensure that visitors are signed in accordance to standard procedures.

5

To ensure that any maintenance or cleaning issues reported are logged on the FIX System, and followed up (if necessary)

6

To develop and motivate your team to their full potential, conduct their appraisals and develop training plans as required. Also conduct one to ones one a biweekly basis, ensuring that any issues are discusses and also praise that you praise your team and the great job they are doing

7

A good knowledge of all relevant health and safety policies and procedures and ensure they adhered to at each site by all staff members in your remit

8

To ensure excellent customer care and front of house standards are maintained at all times (including standing to greet visitors)

9

To ensure complaints are dealt with in a calm and professional manner and escalated to your line manager where appropriate

10

To ensure that the receptionists adhere to all processes, procedures and regulations as set out by management team

11

To provide end of week reports as requested to your line manager

12

To maintain a high level of personal grooming as per company policy at all times for you and your team and to address any issue with immediately

13

To work with the management team in the delivery initiatives that improve customer/client expectations, always looking at ways to improve the service delivery

14

To carry out any other administrative tasks using the client's in-house database and Microsoft packages

15

To ensure that all your team are fully aware and up to date with client requests and expectations

16

To manage any performance and conduct issues, informally or formally where appropriate, in line with the company's disciplinary policy/procedure and with the account managers support

17

To ensure that you and your team are in the full correct uniform at all times whilst on duty. To also ensure that any visible piercings and tattoos are covered up whilst on duty

18

To carry out team development plans are in place and regularly updated as required so that each team member thrives and reaches their goals

19

To set the standards of conduct and performance by leading by example and following company policies, procedures and processes (Mercedes-Benz and Interserve)

20

To ensure that any staff issue is dealt with in a swift and timely manner and reported to your line manager

21

To introduce innovation ideas and manage project accordingly to ensure clients` satisfaction

22

Covering/Arranging cover of planned and ad hoc leave. Covering where appropriate.

Customer Service

Internal & external customer feedback

Daily/Monthly

Training and Development

Self assessment and development plans

Monthly

Administration

Promptly dealt with as and when required

Daily

Staff

Staff assessment & development and feedback with Client Services Manager

Monthly

Ad Hoc Responsibilities

Any task reasonably requested in line with your role.

Section Two: Role Specification

Team leadership and management

A polite and friendly approachable manner

Must be confident and be able to communicate at all levels

Excellent time management

To be self motivated and able to use initiative

To take a leading role in your own personal development and your teams

Excellent customer service skills and proactive approach

To work in a flexible manner toward achieving the change/needs of the business.

Multi Lingual (German) (TBC)

Excellent customer service approach

Friendly and welcoming demeanor

Outgoing and “can do” personality

High level of personal grooming

An interest in the business

Self motivated

Excellent punctuality

Experience

2 years proven customer service and management experience preferably from corporate environment

A working knowledge of Microsoft Office.