Job Description
WE CONNECT THE DIGITAL AND PHYSICAL WORLDS
SPS is a leading outsourcing provider for business processes solutions and innovative services in document management. A strong international client base relies on SPS’ ability to envision, design and build end-to-end solutions, and to be its trusted advisor for the key value drivers in BPO: location strategy, process optimization and technology, such as intelligent automation.
SPS’ over 8’500 employees and specialized partners span the full range of the industry with a focus on banking, insurance, telecommunications and healthcare, addressing customer needs in more than 20 countries and a revenue of over 600 M CHF.
SPS is owned by AS Equity, an active technology investor with the intention to scale up SPS’s business and elevate its strategy and performance to be a dominant market leader. There are substantial opportunities for technology innovation to boost growth seen. AS Equity Partners is planning to invest in new technologies to enable digital access to customer consumption and demand data, greater customer intimacy through self-service and the sharing of data and insights with clients, and real time capacity, system and process performance monitoring and reporting.
Job Description
We are seeking an experienced customer service professional for a Receptionist Team Leader job. You will be working as part of team, onsite for a household name in electronics.
As the Team Leader you will play a critical role in the smooth running of the day-to-day business activities. This is an excellent opportunity for someone with strong experience in a Front of House role, particularly one in high-end Hospitality or Aviation environment.
Duties and Responsibilities:
- Daily supervision of all Front of House functions, ensuring that service levels and standards are met and complied with. This includes administration of staff, including work allocation, monitoring of performance, absence and time keeping along with coaching and local discipline.
- Preparation of the staff roster system. Ensuring all staff receive responsible notice of shift schedules and amendments where possible, guaranteeing an effective staffing approach is maintained during all working periods.
- Regular appraisals of staff against clear objectives, leading to identifying training and development needs.
- Carrying out regular training for the team. Efficient service complaint handling and ensuring the line manager is informed immediately.
- Daily reception area management, including reception area checks. Escalating any faults/issued to the manager.
- Provide a high standard meet and greet service to all clients / guests in a professional and pleasant manner ensuring every first impression counts.
- Proactively deal with enquiries from the client both face to face and on the telephone.
- Answering all calls in an efficient manner, transferring the calls as appropriate and assisting with any enquiries. Ensuring the level of service on the telephone is exceptional at all times.
- Management of the visitor sign in process, ensuring relevant security passes are given and advising on any specific H&S requirements.
- Manage & arrange all meeting room booking requirements, using the database to record all additional service requirements i.e. catering or meeting room setup needs.
- Management of all client engagement service for VIP’s. Regular liaise meetings with PA's and EA's to determine any requirements for VIP’s or upcoming events.
- Management of any taxi booking or minibus services that are required by the business or visitors.
- Management of the car park for visitors arriving on site.
- Actively demonstrate a good knowledge of the business services to assist in the seamless delivery of customers’ experience.
- Maintain a working knowledge of policies, procedures, systems & developments, in order to be provide clients and visitors with current information when required.
- Proactively communicate any operational matters of concern & potential issues with your line manager ensuring resolution at an early stage.
- Provide regular cross training of reception team.
- Reviewing feedback and working with the team to improve any areas of concern.
- Ensure beverage self-service is stocked for all visitors.
- Ensuring that all H&S policies and regulations are adhered to.
- Any other duties as required by your line manager.
Personal Specification:
- Experience in running a Front of House operation.
- First class customer service & compliant handling.
- Taking pride in striving to exceed customer expectations at every opportunity.
- Confident in both written and verbal communication.
- Able to learn and adapt to business needs.
- Able to work accurately to deadlines with a calm demeaner.
- Able to multi-task and prioritise workload.
- General IT Skills – MS Office, email and web.
What We offer
- Competitive salary and benefits.
- Opportunities for professional growth and career advancement within a dynamic and innovative organisation.
- Collaborative and supportive work environment that values creativity, teamwork, and continuous and self-learning.
SPS UK&I ensures equal employment opportunity to all employees and applicants without regard to race, colour, religion, gender, sexual orientation, national origin, ethnic background, age, marital status, physical or mental disabilities, or any other characteristic protected by law. Our policy extends all phases of the employment process, including recruitment, selection, transfer, training, restructuring, promotion and compensation.
Salary Range: £28,000 - £30,250 (Depending on Experience)
Location: Stockley Park, UB11
Hours: 40 hours per week (Monday - Friday 07:30am - 16:30pm)
Job Ref: SPS3164