Front of House/Reception/Post Room Team Leader

As FOH Team Leader you will be the lead person responsible for providing support and guidance to the reception team that fall under your remit. In your role you will demonstrate excellent team leadership to ensure that the highest level of customer care and professionalism is delivered to our client, tenants and visitors at all times.

Provide support and guidance to the reception and post room team in a proactive forward thinking manner.

Ensure that all documentation requested by your line manager is delivered accurately and in the timely manner.

Your role will be predominately focused on the customer journey, ensuring that every visitor to Mercedes Benz has a memorable experience. You will also be responsible to ensure you’re your team deliver the same quality of service at all times. The receptionists are also responsible to ensure that they take ownership of the are and that it is kept clean and tidy at all times.

Main Duties & Responsibilities

1 To assist and support your Client and account manager in all aspects of the business always demonstrating a proactive approach.

2 The day to day management of the reception team.

3 To ensure all tasks are prioritised and met in the specified time scales set out.

4 To ensure that visitors are signed in accordance to standard procedures.

5 To ensure that any maintenance or cleaning issues reported are logged on the FIX System.

6 To develop and motivate your team to their full potential, conduct their appraisals and develop training plans as required

7 A good knowledge of all relevant health and safety policies and procedures and ensure they adhered to at each site by all staff members in your remit

8 To ensure excellent customer care and front of house standards are maintained at all times (including standing to greet visitors)

9 To ensure complaints are dealt with in a calm and professional manner and escalated to your line manager where appropriate

10 To ensure that the receptionists adhere to all processes, procedures and regulations as set out by management.

11 To provide end of week reports as requested to your line manager

12 To maintain a high level of personal grooming as per company policy at all times fo you and your team and to address any issue with immediate effect. throughout the team and yourself

13 To work with the management team in the delivery initiatives that improve customer/client expectations.

14 To carry out any other administrative tasks using the client’s in-house database and Microsoft packages

15 To ensure that all your team are fully aware and up to date with client requests and expectations

16 To manage any performance and conduct issues, informally or formally where appropriate, in line with the company’s disciplinary policy/procedure and with the account managers support

17 To ensure that you and your team are in the full correct uniform at all times whilst on duty. To also ensure that any visible piercings and tattoos are covered up whilst on duty

18 To carry out team development plans are in place and regularly updated as required so that each team member thrives and reaches their goals

19 To set the standards of conduct and performance by leading by example and following company policies, procedures and processes (Mercedes-Benz and Interserve)

20 To ensure that any staff issue is dealt with in a swift and timely manner and reported to your line manager

21 To introduce innovation ideas and manage project accordingly to ensure clients` satisfaction

22 Covering/Arranging cover of planned and adhoc leave. Covering where appropriate.

Key Performance Measures

Objective Measure Review Period

Customer Service Internal & external customer feedback Daily/Monthly

Training and Development Self assessment and development plans Monthly

Administration Promptly dealt with as and when required Daily

Staff Staff assessment & development and feedback with Client Services Manager Monthly

Additional Job Requirements

Ad Hoc Responsibilities Any task reasonably requested in line with your role.

Section Two: Role Specification

Core Skills & Competencies

Team leadership and management

A polite and friendly approachable manner

Must be confident and be able to communicate at all levels

Excellent time management

To be self motivated and able to use initiative

To take a leading role in your own personal development and your teams

Excellent customer service skills and proactive approach

To work in a flexible manner toward achieving the change/needs of the business.

Multi Lingual (German) (TBC)

Personal Attributes

Excellent customer service approach

Friendly and welcoming demeanor

Outgoing and “can do” personality

High level of personal grooming

An interest in the business

Self motivated

Excellent punctuality

Experience

2 years proven customer service and management experience preferably from corporate environment
A working knowledge of Microsoft Office.

Job Types: Full-time, Permanent

Salary: £14.00 per hour

Benefits:

• Company pension
• Cycle to work scheme
• Life insurance
• On-site parking
• Private medical insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Yearly bonus

Education:

• GCSE or equivalent (preferred)

Experience:

• Administrative Assistants & Receptionists: 2 years (preferred)

Language:

• German (preferred)

Work Location: In person

Reference ID: CFFOH2