Senior Client Services Host
- Recruiter
- ISS UK Limited
- Location
- London
- Salary
- £27000 Per Annum
- Posted
- 25 Aug 2017
- Closes
- 22 Sep 2017
- Ref
- SCSH/BAR
- Contact
- ISS Support Services
- Job Title
- Customer Services
- Industry Sector
- Banking / Finance
- Contract Type
- Permanent
- Hours
- Full Time
ISS is one of the UK`s largest facilities services providers, with annual revenues in the UK exceeding £710m and over 45,500 employees.
Customers partner with ISS on a single, multi or integrated services basis from a portfolio covering the full range of facility services - cleaning, office support, property services, catering, security and facility management.
In addition to an impressive list of blue chip clients we provide specialised services to the healthcare, transport and food manufacturing sectors as we strive towards our mission for ISS to be the world`s greatest service organisation.
Our client is British multinational bank and financial services company headquartered in London.
We are seeking a Senior Client Services Host to join the team based in Canary Wharf.
The Senior Client Services Host role is critical role in successfully delivering our Integrated Facilities Services Vision to our client. The role requires an adaptive, flexible and can do approach to the way in which the role interacts with, and delivers across, our diverse service streams.
Role Purpose:
The purpose of your role is to assist the Front of House Manager in leading the Client Services team in customer excellence and service delivery.
Key Responsibilities:
• Lead the Client Services Hosting team responsible for providing exceptional customer service experiences to all colleagues and guests visiting site
• Supervise and monitor Client Services areas within between the hours of 0700 and 1900 or as required by the Operation ensuring required standards are met or exceeded
• Full ownership of the Ground Floor Lobby guest experience.
• Ensure that you are able to instantly recognise and greet the Chairman, CEO, Board members, key Executives and their guests at all times, proactively maintaining your personal knowledge and any changes throughout the Executive team
• Ensure that queues at peak hours and generally throughout the day are managed as swiftly and as courteously as possible whilst not appearing rushed or pressured
• To comply with all rules and regulations relating to Dawn Raid procedures
• Constantly operate in a pro-active manner which anticipates client, guest and colleague needs
• Ensure full co-operation with the security team to ensure consistent services on the Ground floor at all times
• Regular interaction with the Security team
• Develop and maintain strong working relationships with all key building users, businesses and employees to ensure total alignment of the service and Project Unity values
• Ensure the resources of the team are effectively deployed taking into account peak and trough periods
• Deliver team talks monthly ensuring business updates are effectively and consistently communicated to all team members
• Ensure that all guest registration and host notification is completed as swiftly and as courteously as possible whilst not appearing rushed or pressured
• Ensure that absences from the client service desks are managed
• Ensure to the best of your ability that client and guest names and faces are remembered for a friendly and welcoming service
• Drive a high performance team whilst maintaining an innovative approach
• Ensure the team has very good operational knowledge of all services provided within site, so as to be able to best respond to client queries and provide additional information
• To be fully conversant with Condeco visitor management system, providing stats and reports when required
• Flexible approach to working hours due to the dynamic and VIP nature of Client Services
• Promote and share best practice across Client Services and the entire ISS FM operation
• If required, and should an emergency occur, the individual will take an active part in the evacuation as the support team working closely with the Security team and Business
• To cover any Front of House position or reception desk when operationally required and as directed by the Deputy Head of Guest Services
• Assist in implementing safe working practices to ensure safety of building occupants and visitors
• Drive coaching, training and development, motivating the team to ensure the performance bar is continually raised
• To identify opportunities for efficiency within Client Services Operations and support the Management Team in developing and implementing related strategies
• Continually review current processes and working practices and actively encourage an environment of innovation and continuous improvement with your line manager
•
Skills, Experience & Attributes:
• Experience of operating within a Customer Service environment providing guest and/or reception services to the highest standard
• Ability to lead, coach and develop people
• IT skills - MS Office, PowerPoint & Excel
• Awareness of HSSE practices, Incident Reporting and company policies
• The ability to balance conflicting demands
• Excellent verbal and written, communication and interpersonal skills
• Ability to keep calm under pressure
• The ability to make people feel at ease
• The ability to work under own initiative alongside
• Excellent organisational skills
• The willingness to strive for excellence even at busy times
• Smart, corporate and elegant personal presentation
• Able to remove barriers and drive innovation and demonstrate creative and effective ways to motivate their team to adopt a can-do culture
• HR experience required, i.e. appraisals, performance management
Customers partner with ISS on a single, multi or integrated services basis from a portfolio covering the full range of facility services - cleaning, office support, property services, catering, security and facility management.
In addition to an impressive list of blue chip clients we provide specialised services to the healthcare, transport and food manufacturing sectors as we strive towards our mission for ISS to be the world`s greatest service organisation.
Our client is British multinational bank and financial services company headquartered in London.
We are seeking a Senior Client Services Host to join the team based in Canary Wharf.
The Senior Client Services Host role is critical role in successfully delivering our Integrated Facilities Services Vision to our client. The role requires an adaptive, flexible and can do approach to the way in which the role interacts with, and delivers across, our diverse service streams.
Role Purpose:
The purpose of your role is to assist the Front of House Manager in leading the Client Services team in customer excellence and service delivery.
Key Responsibilities:
• Lead the Client Services Hosting team responsible for providing exceptional customer service experiences to all colleagues and guests visiting site
• Supervise and monitor Client Services areas within between the hours of 0700 and 1900 or as required by the Operation ensuring required standards are met or exceeded
• Full ownership of the Ground Floor Lobby guest experience.
• Ensure that you are able to instantly recognise and greet the Chairman, CEO, Board members, key Executives and their guests at all times, proactively maintaining your personal knowledge and any changes throughout the Executive team
• Ensure that queues at peak hours and generally throughout the day are managed as swiftly and as courteously as possible whilst not appearing rushed or pressured
• To comply with all rules and regulations relating to Dawn Raid procedures
• Constantly operate in a pro-active manner which anticipates client, guest and colleague needs
• Ensure full co-operation with the security team to ensure consistent services on the Ground floor at all times
• Regular interaction with the Security team
• Develop and maintain strong working relationships with all key building users, businesses and employees to ensure total alignment of the service and Project Unity values
• Ensure the resources of the team are effectively deployed taking into account peak and trough periods
• Deliver team talks monthly ensuring business updates are effectively and consistently communicated to all team members
• Ensure that all guest registration and host notification is completed as swiftly and as courteously as possible whilst not appearing rushed or pressured
• Ensure that absences from the client service desks are managed
• Ensure to the best of your ability that client and guest names and faces are remembered for a friendly and welcoming service
• Drive a high performance team whilst maintaining an innovative approach
• Ensure the team has very good operational knowledge of all services provided within site, so as to be able to best respond to client queries and provide additional information
• To be fully conversant with Condeco visitor management system, providing stats and reports when required
• Flexible approach to working hours due to the dynamic and VIP nature of Client Services
• Promote and share best practice across Client Services and the entire ISS FM operation
• If required, and should an emergency occur, the individual will take an active part in the evacuation as the support team working closely with the Security team and Business
• To cover any Front of House position or reception desk when operationally required and as directed by the Deputy Head of Guest Services
• Assist in implementing safe working practices to ensure safety of building occupants and visitors
• Drive coaching, training and development, motivating the team to ensure the performance bar is continually raised
• To identify opportunities for efficiency within Client Services Operations and support the Management Team in developing and implementing related strategies
• Continually review current processes and working practices and actively encourage an environment of innovation and continuous improvement with your line manager
•
Skills, Experience & Attributes:
• Experience of operating within a Customer Service environment providing guest and/or reception services to the highest standard
• Ability to lead, coach and develop people
• IT skills - MS Office, PowerPoint & Excel
• Awareness of HSSE practices, Incident Reporting and company policies
• The ability to balance conflicting demands
• Excellent verbal and written, communication and interpersonal skills
• Ability to keep calm under pressure
• The ability to make people feel at ease
• The ability to work under own initiative alongside
• Excellent organisational skills
• The willingness to strive for excellence even at busy times
• Smart, corporate and elegant personal presentation
• Able to remove barriers and drive innovation and demonstrate creative and effective ways to motivate their team to adopt a can-do culture
• HR experience required, i.e. appraisals, performance management
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