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Job Overview:

• Deliver a five start VIP front of house service to a newly refurbished corporate building within central London.
• To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy.
• Consistently drive performance and introduce best in class working practices.

Business support

• 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 full communication between clients and service lines.
• Management of master keys for lockers and locker owner list.
• Champion safe working; Identify and escalate Health & Safety issues across the building.
• Maintenance/management of group communications and signage.
• Work flexibly to carry out ad-hoc projects and audits as requested. Projects and audit are taken on in consideration of operational availability and timeframes.
• Central resource for building information and guidance in company processes Ie. correct request routes for stationery & DSE items, Building access security arrangements.
• Manage building bike locker allocations: managing waitlists and coordinating with FM and cleaning as required.
• Work flexibly to support out of hour requests and extended hours to self cover operations and furniture set ups.

Meeting room support

• Responsible for carrying out meeting room setups.
• Support and carry out event setup and resets, offering guidance and suggested layouts in line with business needs and available resources.
• Provide resources for meetings per daily setup schedule or adhoc on request, ie chairs, flip charts.
• Deliver adhoc 1st response AV support on request.
• Manage overrunning meetings and double bookings, liaising directly with clients and the room bookings team for resolution, reporting any No Shows.
• Provide internal meeting room and booking system support to clients.

Main Duties:

• Build professional relationships with all partners, engage with new clients on site to welcome and advise of support and services floor manager may provide.
• Act as the interface between clients and facilities, providing a first point of contact for staff requesting information and reporting any issues.
• Provide professional updates to each floor's nominated representatives to communicate progress of outstanding issues and share relevant information to floor users. ie Cleaning comms and weekend works taking place in their working area.
• Follow escalation processes with all service lines to resolve outstanding issues and address areas of concern.
• Liaise with FM and each service line to support best practice and report client feedback for continuous improvement.
• Attend weekly Floor Manager meetings with Support Service Manager and service line leads as required, to discuss ongoing issues, best practice, service line areas of responsibility and processes.
• 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 manager may provide.
• Act as the interface between clients and facilities, providing a first point of contact for staff requesting information and reporting any issues.
• Provide professional updates to each floor's nominated representatives to communicate progress of outstanding issues and share relevant information to floor users. ie Cleaning comms and weekend works taking place in their working area.
• Follow escalation processes with all service lines to resolve outstanding issues and address areas of concern.
• Liaise with FM and each service line to support best practice and report client feedback for continuous improvement.
• Attend weekly Floor Manager meetings with Support Service Manager and service line leads as required, to discuss ongoing issues, best practice, service line areas of responsibility and processes.
• Meeting room set ups and set downs.

What we are looking for

• Required skills & knowledge:

  • Excellent customer service skills and strong communication, both written and verbal, with the ability to interact confidently with colleagues and clients.
  • Positive, outgoing personality comfortable lone working and looking to be part of a strong and established team.
  • Competence with computers and software packages including MS Outlook, Word, Excel and PowerPoint
  • Proactive and forward thinking approach to work, demonstrating adaptability and flexible working, with a desire to constantly seek improvements.
  • Organised individual, capable of managing and pritoiritising multiple workflow requirements.
  • Strongly self motivated individual possessing a can do attitude and a drive to learn and improve.
  • Comfortable with physical work, lifting and manouvering heavy furniture on a daily basis. Manual handling training provided.