Reception & Helpdesk Supervisor — Client Experience Lead

Publicis Groupe Holdings B.V; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Pension

Life Assurance

Income Protection

Private Medical

Annual Leave 25 days + 8 bank holidays

Birthday Day Off

Flexible Holidays

Work anywhere after 1 year

Job summary

Publicis Re:Sources in London is seeking a proactive, highly organised receptionist to manage front-of-house and provide helpdesk support across the site. You will welcome clients, answer calls, and coordinate meetings, ensuring a smooth, professional experience from arrival to departure.

The role requires flexibility across shifts, strong problem-solving skills, and a commitment to Publicis values. This is a full-time, in-office position with travel to other London offices.

Qualifications

• Previous experience in a corporate service reception (minimum 6 months).
• Experience using meeting room booking systems, specifically Microsoft Outlook.
• Working knowledge of Microsoft Teams applications and systems.
• Excellent communication skills, with strong attention to detail.
• Strong customer focus, with the ability to understand and respond to the needs of clients and visitors.
• Ability to remain calm and professional when working under pressure.
• Self motivated, with the ability to work independently and as part of a wider team.
• Experience handling complaints while maintaining a professional, calm, and positive approach.
• Exceptional organisational and time management skills.
• Flexibility to work in line with business needs and as part of the wider Publicis team.

Responsibilities

• To maintain a clear understanding of the daily work schedule and rota in order to carry out all assigned duties effectively.
• To answer and transfer telephone calls professionally and in accordance with Publicis telephone procedures.
• To deliver a professional, courteous welcome to all clients and guests, ensuring they are supported throughout their visit from arrival to departure.
• To maintain a clean, organised, and professional workspace at all times, free from personal belongings and clutter.
• To demonstrate a professional approach and standard of presentation at all times.
• To demonstrate flexibility across shifts, working patterns, methods, and departments, supporting the smooth running of the site and promoting Publicis values.
• To liaise with the pantry, post room, and other departments to ensure the smooth operation of reception services.
• To ensure that passes are prepared for all pre booked guests in advance of arrival.
• To keep visitors informed and updated of any delays in meeting with their host.
• To maintain up to date 'VIP' and key information relating to Publicis senior executives and directors.
• Maintain and regularly update all reception manuals, including procedures, building occupancy information, key responsibilities, coordinating with Security and Building Managers.
• To provide support across other Facilities service lines when required.
• To liaise with security regarding pass activation and new starter registrations.
• To assist and maintain Helpdesk service support to TVC Helpdesk Manager in conjunction with reception duties.
• To carry out any reasonable management request as required.
• To work reasonable amounts of overtime where required, subject to appropriate notice.
• To ensure full compliance with Publicis Groupe safety policies, systems, and other facilities procedures.
• Ensure both receptions have cover for any leave, sickness and coordinate with our specialist provider to provide cover.
• Fill in either Chancery Lane or Turnmill Reception to maintain in the event or holiday or sickness.
• To work flexibly across other Publicis central London locations when required.
• Every client and guest entering Reception experiences a warm, professional welcome and farewell and feels supported throughout their journey within the building.
• All pre registered guests arrive to a seamless experience, with badges prepared in advance, host contact details confirmed, and any special requirements accurately captured.
• All incoming calls via the switchboard are answered and redirected accurately within agreed service level agreements (SLAs).
• All meeting room, hospitality, and guest requests received via the shared inbox are monitored, actioned, and resolved within agreed SLAs to ensure consistent service delivery.
• Compliance with site safety requirements is maintained, with appropriate fire warden and first aider capability in place through training and readiness.

Skills

Reception experience

Communication

Customer focus

Calm under pressure

Time management

Independence

Teamwork

Tools

Microsoft Outlook

Microsoft Teams

Job description

Publicis Re:Sources in London is seeking a proactive, highly organised receptionist to manage front-of-house and provide helpdesk support across the site. You will welcome clients, answer calls, and coordinate meetings, ensuring a smooth, professional experience from arrival to departure.

The role requires flexibility across shifts, strong problem-solving skills, and a commitment to Publicis values. This is a full-time, in-office position with travel to other London offices.