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About the Role
The Team Leader will manage and lead the Front of House (FOH) team, ensuring exceptional customer service and professional representation of St James and its clients. This role involves full ownership of reception areas, team development, and maintaining high operational standards.
Responsibilities
- Take full ownership of the reception and all associated areas.
- Ensure reception areas are kept in impeccable order.
- Collate and deliver accurate reports as requested.
- Review and implement new best practices for Front of House services.
- Produce, manage, and operate the reception rota, arranging cover for absences.
- Manage and promote the implementation of software system changes.
- Ensure the team functions to professional standards and provides high customer focus.
- Ensure the team is correctly attired and projects a professional image.
- Maintain the visitor electronic pass system and client-facing areas.
- Attend and take minutes at management meetings when required.
- Participate in interviewing potential team members.
- Meet and greet all guests and visitors, ensuring exceptional service.
- Assist guests, visitors, occupiers, and clients with queries.
- Receive and answer calls promptly and efficiently.
- Manage difficult or distressed callers calmly and professionally.
- Report accidents or incidents where appropriate.
- Perform administrative duties including word processing, photocopying, ordering stationary, post, couriers, and facilities management tasks.
- Lead, manage, and develop the FOH team.
- Conduct annual appraisals and performance management for the FOH team.
- Identify training needs and assist in the skills and development of the FOH team.
- Maintain good working relationships with colleagues.
- Adhere to St James policies, procedures, and code of conduct.
- Be fully 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 as required 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.
Location
- Client Building/Estate
Work Type
- Permanent
- Full-time
About the Company
- St James