Front of House and Operations Team Leader

ISS Support Services is an independent division of ISS Facility Services Limited. Through its Office Services and Front of House businesses, it provides tailored hotel-style services to corporate clients in the UK and regionally. ISS is an established global facilities and outsourcing provider, working with some of the most recognised clients and global brands.
The highlights of working with us include;
• Investors in People Gold accredited organisation
• Experience with working for some of the world`s most successful brands
• Working with experts in the field of FM in continuing the growth of this successful ‘boutique’ business
• For the fourth year in a row, the International Association of Outsourcing Professionals (IAOP) has ranked ISS with the highest global rating on its annual list of the world`s best outsourcing service providers - The Global Outsourcing 100.
• Extensive learning & development opportunities with a range of sales and management courses, including through the ISS University.

We are seeking a Front of House and Operations Team Leader to work at a leading financial services company in Canary Wharf, covering two buildings. We are looking for a strong leader with front of house and team management experience.

Job Purpose:

Managing a team of five direct reports over two campus buildings with a focus on service excellence. You will support the Client Service Manager with the ISS transformation programme along with management reports and statistical data
To embed processes, procedures, policies and to drive service change through staff engagement initiatives, team meetings and ensuring best practice.

Key Responsibilities:

• Ensure all services are sufficiently manned at all times between the operational hours of 07:30 - 18.00 Monday to Friday (and out of hours as requested)
• Manage the operational hotline and work closely with the Network Team Manager to deliver cover across the (London) campus
• Manage the holiday and absence rotas efficiently, providing contingency cover when required
• Ensure that all team personnel information is up-to-date
• Ensure all new starters are inducted into the processes and have the correct systems access
• To provide support to ad-hoc projects when required
• Ensuring FoH documents/records are are compliant
• Provide administration support to other tasks when required i.e. monthly reporting, maintaining H&S records and updating of SOP manual
• Line management of the Front of House Team Members
• Complete monthly one to one’s and yearly appraisals for team members
• Meet and greet visitors alongside the Front of House Team Members, using the in house visitor management system
• Ensure a five star Front of House welcome from your team is given at all times
• Ensure the Front of House team meet the standard operating procedure guidelines and adhere to the Team Member and Personal Presentation Policy at all times
• Ensure daily inspections of meeting room equipment, including lighting, fixtures and fittings - reporting any issues to the maintenance team
• Main point of contact for internal clients for feedback on FoH requirements and service
• To be well presented at all times.