Floor Ambassador

Floor Ambassador

Salary: £32,300 per annum, plus company benefits

Location: London, E1 6PW

Contract: Full Time, Permanent

Shifts: 40 hours, Monday to Friday, 8:30am until 5:30pm with 1 hour break

Work model: Fully onsite

Williams Lea seeks a Floor Ambassador to join our team

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role

The Floor Ambassador will perform all floor support operations requested by a customer without direct supervision. This includes, filing, processing and delivery of all incoming and outgoing mail/messenger and courier items, copying, scanning, and printing and completing general administrative duties as required.

The Floor Ambassador remains accountable for establishing and maintaining an ongoing service based relationship with the client and customers and will be able to recognise and translate customer needs and expectations into a responsive service.

Key responsibilities
- Perform daily building checks to proactively identify and address issues across the building.
- Throughout the day, monitor general upkeep and tidiness of the floors to the highest standard, escalating issues to relevant service lines for resolution.
- Proactively manage raised jobs and escalate outstanding issues to expedite resolution for end-to-end service, ensuring clear communication between clients and service lines.
- Work flexibly to carry out ad-hoc projects and audits as requested. Projects and audits are taken in consideration of operational availability and timeframes.
- Central resource for building information and guidance in company processes i.e. correct request routes for stationery & DSE items, Building access and security arrangements.
- Provide internal meeting room and booking system support to clients. Meeting room set ups and set downs.
- Build professional relationships with all partners, engage with new clients on-site to welcome and advise of support and services Floor Ambassador provide.
- Provide professional updates to each floor’s nominated representatives to communicate progress of outstanding issues and share relevant information to floor users.
- Liaise with Operations Team and each service line to support best practice and report client feedback for continuous improvement.
- Attend monthly team meetings led by the Account Manager and service line leads as required, to discuss ongoing issues, best practice, service line areas of responsibility and processes
- Fully maintain stationary stock on floor, assisting customers with all stationary requirements.
- Understanding and processing of principle documents.
- Maintain all filing and work areas in a tidy and orderly manner. Assist customers with office clearance providing first hand support.
- Ensuring that client areas are clean, well-stocked, and welcoming.
- Collect files and documents from client areas and return files to shelves.
- Coordinating courier services for urgent document deliveries.
- Sort, scan, rename, distribute incoming mail to the dedicated centralised filing area and customer desks and office.
- Maintain printer equipment to a good working order and troubleshoot problems, place service calls when needed and escalate to facilities manager when required.
- Setting up event spaces and providing on-the-ground support during events.
- Assisting with the planning and execution of internal and external events.
- Provide photocopying, scanning, and printing as per customer instructions.
- Collect and accurately input monthly forecast information.
- Understand and comply with the Floor Ambassador corporate standards. Constantly seek ways to improve operations and suggest and implement agreed improvements.
- Maintaining staff contacts to the clients database, update door name and desk plates post moves and regularly maintain signage to hight standard. Assist with crate delivery and collection during moves process.
- Deal with any customer enquires in a prompt and efficient manner.
- Accept requests for work, notifying customers of estimated completion time as appropriate and in line with service level agreements.
- Ensuring compliance with health and safety regulations.
- Assisting with emergency procedures and drills.
- Liaising with the IT department for more complex issues.
- Setting up workstations and conference room technology.
- Offering personalised support for employee and client requests.
- Assisting with onboarding new employees.
- Providing tours and explanations of office facilities and services

Personal attributes
- Excellent customer ser