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Job Title: London FOH Team Leader

Reports to: London FOH Manager

Direct Reports: London FOH Senior Receptionists and London FOH Receptionists

Location: London

MAIN PURPOSE:

The role of the London FOH Team Leader is to provide the highest level of customer service to the Firms’ Partners, employees and clients in line with agreed service level agreements and procedures. The objective is to make all visitors first impression of the Firm a positive and lasting one.

• Responsible for supervising the Front of House team in the London offices.


• Responsible for planning the Firm’s client services requirements to provide high quality Front of House services - ensuring all visitors are greeted professionally and receive a warm and courteous welcome in line with service level agreements (SLAs).


• To manage processes for handling all incoming telephone calls / enquiries to the reception desks ensuring these are dealt with promptly and professionally, using the agreed salutation and procedures.


• Developing and supporting the Front of House team to continually deliver an exceptional service


• Responsible for monitoring the overall tidiness of the reception areas including reception desk, Talent Academy and training rooms, and client suite meeting rooms in each of the London offices.


• Build strong working relationships with each team providing services into client meeting rooms e.g. catering, AV/VC, cleaning, IT, building maintenance, Central Reservations, Talent Academy room booking team etc. in order to offer a seamless service to partners, clients and visitors.


• Day to day support to L&D, being point of contact for escalations and ‘troubleshooting’ whilst maintaining high level of client service within the Talent Academy.


• To liaise and communicate with team members and other service departments in a clear and timely manner ensuring effective service delivery and team work.


• Manage staffing rota to cover operating hours from 07.30hrs to 20.00hrs - Monday to Friday. Organise cover around holidays and periods of unplanned absence ensuring adequate service provision at all times.


• To promote a professional and pro-active image for the FOH team at all times through leading by example and supporting and maintaining the core Values of the Firm.


• To support the London FOH Manager with monitoring staff performance ensuring that any concerns are addressed and supported by assigned file notes.


• To lead, act and inspire team as a counselor. Managing team performance.To actively work as an integral part of the wider AWS and support management with delivery of new projects (team promoting the “One Team” ethos).

MAIN JOB RESPONSIBILITIES

• To effectively communicate any information, which will assist the FOH and wider AWS team in the smooth delivery of their duties.


• To effectively manage all Business Partners, Talent Academy and Workplace Services teams on behalf of L&D.


• Act as direct point of contact for EY Talent Academy, L&D and rest of stakeholders. Whenever possible, anticipate visitor/caller/booker needs. Follow up on meeting room requests to ensure internal and external client expectations are not only met but exceeded.


• To ensure visitors and Hosts are always kept informed of any delays.


• Develop and maintain standard operating procedures in accordance with the site specific operation and requirements.


• To maintain an organised and tidy work area.


• To mentor new joiners ensuring required induction, training and standards meet service level agreements.


• To ensure delivery of FoH training plan and support FoH Champion Initiative.


• To maintain and practise a high degree of confidentiality and integrity.


• Establish a network of key contacts across the London offices and develop excellent knowledge of EY business and communicate throughout the FOH and AWS team.


• Attend monthly secretarial meetings to gauge overall service performance from the business and cascade feedback to the team.


• Compliment/complaint management.


• Organise and minute team meetings.


• Conduct regular 1:2:1 meetings with each member of the FOH team.


• To conduct review processes for the FOH team as a counselor.


• Promote compliance with all applicable statutory and regulatory standards.

Health and Safety

• Always work in a safe manner and report any hazards to the local WPC and /or Health & Safety immediately.


• To follow all Health & Safety instructions as directed.


• To attend all statutory Health & Safety training.


• To liaise with the trained first aider and ensure all the relevant paperwork is completed for EY.

Security

• To report any incidents to the building security as appropriate.


• To ensure that the London security team are made aware of any changes to the out of hours processes.

Environmental

• Support EY’s environmental initiatives.


• Ensure best practice for waste and energy savings are followed.

General

• Fully support the implementation and ongoing requirements of EY's ISO standards. Ensure all areas of AWS FOH are compliant with relevant policies and procedures, and where appropriate, actively contribute to continuous improvement programs.

Key Attributes

• Immaculate grooming and excellent personal hygiene essential


• Excellent eye for detail


• Ability to communicate effectively both verbally and in writing


• Computer literacy skills – Intermediate Excel, Word and Outlook


• Must have sound numerical skills


• Ability to operate calmly under pressure


• Strong customer focus


• Able to demonstrate a professional and organised approach to the role


• Logical thinker, able to spot errors and resolve queries


• Able to deal with interruptions, work to deadlines and prioritise.


• Strong relationship skills – able to build and maintain rapport with team members


• Able to multi task and be flexible


• Enthusiastic, sense of humour, committed and determined


• Strives to improve the service offered by adopting proactive approach to service delivery and client satisfaction

General Experience

• Corporate Front of House experience essential - minimum two years


• Knowledge of room booking systems essential


• Previous experience of working in a busy customer service environment essential


• Previous experience in a supervisory role essential.


• Ability to work independently and as part of a team