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About the Role
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, with ownership and accountability for the reception area and its environment. You will be responsible for managing, leading, and developing your team and setting exceptional Front of House standards.
Responsibilities
- Take full ownership of the reception and all associated areas across two buildings.
- Ensure reception areas are kept in impeccable order, liaising with relevant departments.
- Collate and deliver accurate reports on all aspects of information as requested.
- Review existing standards and procedures, implementing new best practices.
- Proactively solve problems and recommend improvements.
- Produce, manage, and operate the reception rota, arranging cover as needed.
- Manage and promote the implementation of software system changes or upgrades.
- Lead the team to create positive, memorable experiences by exceeding expectations.
- Develop and implement the customer experience strategy with key stakeholders.
- Ensure the team functions to professional standards, providing a high level of customer focus.
- Ensure the team is correctly attired and projects a professional image.
- Maintain the visitor electronic pass system and report faults in client-facing areas.
- Attend management meetings and take minutes.
- Meet and greet guests and visitors, ensuring exceptional service.
- Assist guests, visitors, occupiers, and clients with queries professionally.
- Receive and answer calls promptly, identifying requirements and transferring calls.
- Manage difficult or distressed callers calmly and professionally.
- Report accidents or incidents where appropriate.
- Perform administrative duties including word processing, photocopying, and ordering stationery.
- Lead, manage, and develop the Front of House team.
- Conduct Return to Work interviews for team absences.
- Participate in interviewing potential team members.
- Conduct annual appraisals and performance management for the Front of House team.
- Identify training needs and assist in the skills development of the Front of House team.
- Maintain good working relationships with colleagues.
- Adhere to St James policies, procedures, and code of conduct.
- Be conversant with emergency procedures related to Health & Safety.
- Ensure compliance with all current statutory legislation regarding health and safety and the environment.
- Perform any other duties necessary to support the client, customer, colleagues, and St James.
Requirements
- Previous experience in managing and leading a team.
- Proven working knowledge of customer service experience.
- Previous experience is essential in a similar corporate background.
- Excellent command of the English language, both verbal and written.
- Working knowledge of IT with experience of using Microsoft Office.
Skills
- Management skills
- Collaborative approach
- Excellent interpersonal skills
- Flexibility to work with a range of styles and personalities
- Adaptability to business demands
- Excellent customer service skills
- Strong efficiency
- Self-motivation
- Excellent organizational skills
- Excellent punctuality
- Outgoing and “can do “attitude
- Innovation
- Creativity
- Tact
- Diplomacy
- Proactive
- Helpful
Location
- Estate of two buildings
Work Type
- Full-time
Experience Level
- Team Lead
About the Company
- St James