Reception/Front of House and Post Room Team Leader Milton Keynes, England
Job description
Job Overview
Contract Type: Permanent
Hours: 40 hours per week
Salary: £29,119-29,120
Overall Purpose
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 team in a proactive forward-thinking manner. Work with your team and demonstrate how important the customer journey is for each client. Visitor and tenant from the moment they enter the premises until thy leave. We need to ensure that every visit to Mercedes Benz is a memorable one, for the right reason.
Ensure that all documentation requested by your line manager is delivered accurately and in the timely manner.
You will also be responsible to ensure your team deliver the same quality of service at all times. The receptionists are also responsible to ensure that they take ownership of the area and that it is always kept clean and tidy.
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 prioritized 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, and followed up (if necessary)
6
To develop and motivate your team to their full potential, conduct their appraisals and develop training plans as required. Also conduct one to ones one a biweekly basis, ensuring that any issues are discusses and also praise that you praise your team and the great job they are doing
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 team
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 for you and your team and to address any issue with immediately
13
To work with the management team in the delivery initiatives that improve customer/client expectations, always looking at ways to improve the service delivery
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 ad hoc 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.
