This is a fantastic opportunity to join our market leading, Reception and Client Services department that provides high-quality advice to private and commercial clients.
The department comprises of Reception and Client Services Manager, Client Receptionist, Client Hospitality Co-ordinator and two Client Hospitality Assistant's.
This role will support the Reception & Client Services Manager, ensuring that all visitors and clients are greeted in a warm and professional manner and that all reception areas operate a high-quality service at all times. There will also be the need to carry out Reception and Client Services duties alongside team management responsibilities. For example; greeting clients and visitors, maintaining the diary and meeting room bookings, ensuring meeting rooms are prepared for meetings and events as well as answering calls to reception promptly and professionally.
In view of our growing department, we aim to recruit astute, motivated and enthusiastic individuals to represent the Fladgate brand. We offer exceptional training and career development and the opportunity to learn from some of the best in the business.
Flexibility is required at times to support with out of hours breakfast and evening events.
Key Responsibilities
In the absence of the Reception and Client Services Manager, the Reception Co-ordinator is responsible for motivating, providing guidance and support to the team to ensure the highest standard of client care and service.
- Ensuring the team provide a professional and friendly service and projects a positive and friendly imagine of the Firm.
- Taking responsibility for quality assurance in the reception area and throughout the client floor to deliver an excellent service experience oversee regular checks of meeting rooms and client facing areas throughout the day to ensure the Firm is presented to a high standard, that we are proactive in attending to any issues; and can be flexible to respond to last minute requests/changes in room requirements.
- Undertaking periodic checks of meeting room credenzas to ensure they remain clean and tidy, with appropriate storage contents. Liaise with the Hospitality Co-ordinator to top up supplies as appropriate.
- Monitoring and managing the workflow of the reception team in order to ensure that resources are allocated appropriately. Coordinating rotas, lunches, holidays and late cover for the team to ensure sufficient cover when the Reception and Client services manager is away.
- Overseeing daily workflow to ensure meeting room requirements are met through daily and weekly checks of all meetings in the room booking system, ensuring appropriate set up/clear up time has been allowed for Client Services, General Office, IT and Marketing.
- Working closely with event hosts and PA to the Executive Board for external and large internal events, ensuring set up for the event is completed as per the Event checklist.
- Completing the event check list with both the Reception and Client Service Hospitality Co-ordinator to ensure that both teams have a clear understanding of the event and what is expected.
- Holding responsibility for meeting room management for AGM meetings, and internal departmental training.
- Liaising with business support teams and event organiser’s, compiling an event check list that is circulated to all the required business support teams in a timely manner.
- Placing orders for meeting room stationary supplies and undertaking a monthly stock check of any stationery supplies to ensure branded items are ordered in good time.
- Reviewing and authorising invoices and processing all expenses claims in a prompt manner.
- Ensuring all regular suppliers and contractors contact details are collated, accessible by the team and updated when required.
- Ensuring that information in all the systems ( Eptura Engage, switchboard and training manuals) used by the reception team is accurate and up to date.
- Overseeing the switchboard operations, ensuring that telephone callers are greeted in a polite and courteous manner and that switchboard system is up to date according to the staff action forms received from HR. Reporting all faults to the IT department and monitoring these to resolution.
- Taking ownership for seeking swift resolution on all known issues and follow up accordingly and to escalate any major issues when required, when the reception and client services manager is away from the office.
- Developing knowledge of the business, its partners and clients to ensure that enquiries are dealt with appropriately.
Person Specification
- A minimum of three years in a fast paced corporate reception.
- Strong and credible experience in a highly client – service focused environment.
- A team player and ability to multi-task and takes ownership of work.
- Highly accurate and with a keen attention to detail in all areas of work.
- Previous experience managing a busy switchboard is essential.
- Calm, confident and resilient.
- A professional, willing and ‘can-do’ attitude and flexibility to support with out of hours breakfast and evening events.
- Demonstrates a good ability to build and maintain working relationships across all areas of the business.
- Excellent IT skills, including advanced working knowledge of Microsoft Word and Office packages, working knowledge of document management system and e-filing.
You will be a confident communicator with a positive work ethic and the ability to build credible relationships with clients both internal and external. We are looking for an individual who presents themselves with professionalism and polish, who will inspire the confidence of clients and colleagues.
