Front of House Supervisor

**Contract**:NatWest

**Location**:North

**Reports To**:Front of House Manager North

**Responsible For**:Portico on site team

**Main Duties and Responsibilities**:

- Support the Front of House Manager in the delivery of the Front of House services across the NatWest corporate offices in Manchester, Bolton and Wavertree for Portico.
- Ensure that best practice is shared across all locations, ensuring we deliver a national service while incorporating the local nuances of each site.
- Ensure full site support across all buildings and service lines for which we are responsible.
- To assist the Front of House Manager in delivering and implementing a consistent Welcome and provision of services.
- Utilising guidance from Front of House Manager to take appropriate action to address any team issues in line with the contract specifications.
- Thoroughly understand the fundamentals of the client’s business, promotes and embraces their vision and values to the Portico team across the region.
- Liaise regularly with the Front of House Manager to ensure the provision of a customer focused service is always provided by you and the team.
- Delegate in a way that encourages development and creates a sense of ownership and responsibility at all levels.
- Coach individuals in the team to build a high performing team to meet client needs.
- Reward and recognise individual and team perform to encourage an engaged and motivated team.
- Assist the Front of House Manager to ensure daily dissemination of information to the team, client and visitors.
- Hold weekly team meetings and daily handovers with the team to ensure that all relevant information is cascaded in the absence of the Front of House Manager.
- Responsible for liaising with Facilities Management regarding any issues with access and reporting any suspicious activity in the absence of the Front of House Manager.
- Ensure that all staff Health & Safety training is complete and updated.
- Responsible for ensuring that the welcome is first class for all visitors signing in to ensure that all guests are met and escorted promptly into the office space / meeting rooms where required.
- Responsible for ensuring that meet and greet is of the highest standard for all visitors.
- To be your team’s Champion and voice within one-to-one meetings with the Front of House Manager.
- To be fully aware of H&S and assist with annual Risk assessments, DSE and Manual Handling training.
- Ensure all staff are aware of all evacuation procedures.
- Ensure accurate management of all holidays, sickness absences and performance issues, as well as ensuring all recording of within systems of these.
- Effectively manage diary time with site visits.
- Motivate, lead and support site teams to exceed Client’s service expectation.
- Manage appropriately customer feedback, passing information to the team and ensuring positive outcomes from customer complaints.
- Create and maintain a relationship with key customers and clients onsite, ensuring regular communication with all stakeholders and supply partners.
- To lead and advise on innovative ideas for service improvements and service development.
- Support the constant development of and innovation across the contract through creative thinking.
- Conduct appraisals in the correct timeframe and as necessary with direct reports, ensuring all company guidelines are followed.
- Conduct 121’s and team talks on a regular basis to ensure lines of communication are open and team members engaged.
- Identify any training requirements and development needs for all site team members liaising with the Training Manager to plan requirements.

Person Specification Client Support Supervisor

**People/ Interpersonal Skills**
- Able to communicate clearly and confidently face to face and over the telephone
- Able to engage with other people to create empathy and rapport
- Leadership skills
- Immaculate personal presentation
- An excellent customer focused manner at all times
- Demonstrating the ability to be proactive and to possess strategic thinking skills
- The ability to set the example, lead and develop a large, diverse team
- The ability to communicate effectively at all levels
- The ability to promote and lead change
- The ability to lead a diverse workforce
- A good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated by our customers - compiling solutions and information for the “Lessons Learnt” section of our reporting information
- A willingness to travel to regional offices to participate in audits, training and coaching

**Experience**
- Understanding of service level agreements and key performance indicators
- Experience of data analysis and interpreting and presenting data in a business environment including proposals
- A proven track record of successfully presenting management information and being able to collate and report statistics for performance measurement

**Knowledge & **Syste