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First Impression Team Leader

4 months ago

Glasgow, United Kingdom Williams Lea Limited Full time

First Impression Team Leader

Salary : £24,840 per annum

Location : Ca'D'Oro Building, 45 Gordon Street, Glasgow, G1 3PE

Contract : Permanent, full time

Hours : 37.5 hours per week

Shifts : Monday – Friday between the hours of 8am - 6pm

Break details : 1-hour unpaid lunch

Work model : Onsite

Williams Lea seeks a First Impression Team Leader to join our team

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal, and professional services firms.

Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for

Purpose of the role:

The First Impression Team Leader has the opportunity to improve all aspects of the reception and hospitality service delivery. This role will be responsible for managing four direct reports between our Edinburgh and Glasgow locations. Every task undertaken must be delivered with an exceptional customer service approach, ensuring a seamless service for clients.

A successful First Impression Team Leader leads by example, with the ability to easily build rapport with people and inspire their team. They should be able to deal with urgent tasks in a timely and effective manner, and the ability to multitask is important for this position. Previous experience managing a team in corporate or professional services is required. This role requires working in shifts, so flexibility is a plus. This is a hands-on role and will involve working alongside team members to deliver an overall exceptional service to our clients.

You will have the opportunity to join a great team in the city centre that promotes career growth, great social events and competitions as well as wellbeing and mental health support. Apply today

Key responsibilities

Manage all aspects of service provided to clients and visitors, ensuring that agreed service levels are maintained and exceeded where possible, continually looking for ways in which service levels can be improved Directly supervise first impression assistants, tracking all aspects of performance including continuous feedback meetings, giving regular feedback to the Business Services Manager Assisting the Business Services Manager with the compilation of monthly reporting, and to actively participate in the account management programme Manage the staffing resource available to ensure that most effective use of the team is made Complete daily customer service tasks as required including cover for reception, switchboard and hospitality Play a flexible role, and cover for Business Services Manager (BSM) and First Impression Assistants when required Report problems to the BSM and resolve without impacting on service Deliver first impression assistant training, and ensure that staff are given the skills needed to successfully carry out their role Implement and maintain Williams Lea performance management processes Ensure that Williams Lea policies, procedures and standards are correctly implemented and maintained Track data and information and provide regular reports Collate data and assist the BSM in the production of management and monthly reports Ensure that first impression assistants provide excellent customer communication, and promote an environment which strives to provide service excellence Ensure that housekeeping equipment is regularly checked, and that equipment is properly operated and maintained Ensure that the workplace is maintained in a tidy and well-presented manner at all times To immediately raise any health and safety concerns to your manager To actively participate in all on site health and safety audits and assessments and oversee the onsite health and safety co-ordinator to maintain full H&S compliance Greeting visitors in line with client and Williams Lea standards Reception duties in line with client and Williams Lea standards Ensuring the reception is locked & secured when not in use Undertake other duties as assigned by the business services manager and line manager

Personal attributes

Very well presented, with excellent communication skills Experience supervising a team Demonstrates leadership by example Strong customer focus Able to prioritise, problem solve and deliver under pressure Capable of taking initiative and developing solutions, where appropriate Flexible and enthusiastic, self-starter who is keen to progress with a fast growing company

The Package :

Private Medical Insurance, Life Insurance/Life Assurance, Company Pension, Corporate Eye Care, Personal Accident and Company Sick Pay. Additional benefits such as Dental Insurance, Gym Membership, Charity Donations, Employee Offers, Retail Vouchers, and Season Ticket Loan are offered at a discount on a salary sacrifice basis. You will also have the opportunity to work for a global employer dedicated to offering each and every employee an enjoyable, challenging, and rewarding career with future career development prospects.

The Company values the differences that a diverse workforce brings to the organization and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality, and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness, and transparency.

Please note: Due to the high volume of responses received for this role, we will not be able to contact all applicants directly. If you have not heard from us in four weeks, please consider your application unsuccessful.