Senior Receptionist

Pinsent Masons; Leeds; On-site; GBP 28,000 - 35,000; Full time

Job summary

Pinsent Masons is seeking a Senior Receptionist to oversee client services in Leeds. This role involves managing front-of-house operations, leading a team, and ensuring exemplary service delivery. Candidates should have supervisory experience in a similar setting, outstanding communication skills, and proficiency in relevant technologies. The firm offers benefits such as generous leave, pension contributions, and financial support for commuting and gym memberships.

Benefits

Carers’ leave

25 days’ annual leave entitlement

Contributory pension of up to 5%

Death in service cover (4 x base salary)

Interest-free season ticket loan

Interest-free gym membership loan

Interest-free rental deposit loan

Qualifications

• Minimum 2 years senior receptionist or supervisory experience.
• Proficient in MS Office and booking systems.
• IOSH Managing Safely desirable.

Responsibilities

• Manage day-to-day client services and reception areas.
• Lead a team of 2, ensuring high service standards.
• Liaise with management and maintain operational efficiency.

Skills

Client service excellence

Effective communication

Conflict resolution

Education

GCSE or equivalent

Tools

Condeco booking system

MS Office

Job description

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To act as the senior person responsible for the day-to-day management and delivery of the client services function, including reception, catering, AV, events and concierge, ensuring that all policies and procedures are adhered to as well as leading by example in providing a world-class service at all times.

Main duties and responsibilities:

• Responsibility for ensuring a world-class service is offered across the client and ground floor reception areas with face-to-face clients/tenants as well as virtually via all communication tools.
• Anticipating the client needs, helping where needed and assisting with their requests and queries efficiently and effectively.
• Liaison with the Facilities Manager on tenant related communications.
• Leading by example and defining true 5-star excellence in client service that delivers a market leading edge.
• Maintain a high-profile presence on the client reception desk, building strong relationships with key clients and internal customers, being the 'go to' person for all client services related queries for the office
• Offering a hotel-style concierge service to clients, including taxis, restaurant recommendations etc.
• Intuitive and effective communication, adapting style and approach appropriately to suit across all levels and types of clients.
• Pro-actively managing workload across team, including deadlines and time critical tasks and activities per day/week.
• Organising and forward planning resources and services to ensure the smooth operation on the day.
• Conflict resolution for over demand and clashes of interests/requirements.
• Monitor, control and continually improve house keeping standards
• Supporting the Client Services Managers in acting as the direct client liaison for internal/external clients and any issues regarding services, providing timely responses and appropriate solutions to maintain a high level of customer service
• Supporting the management of the catering provider/contractor, including attending regular operational reviews and client feedback alongside the Client Services Managers.
• Reconciling and controlling catering costs to ensure accuracy of recharging process and timely onward billing to clients.
• Regular liaison with the finance and billing teams to ensure amendments and third-party invoicing is correct and complete.
• Code, log and check all invoices relating to the client services, including taxis.
• Day to day line management responsibility for 2 team members, including managing performance/absence issues, authorising holiday/logging absence as required, conducting annual and half year appraisals and providing coaching/development to the team with support from the Client Services Managers.
• Holding regular one to one meetings with team members as well as attending wider team meetings.
• Put forward ideas for improving processes, service and increasing efficiencies.
• Build and maintain positive relationships with reception colleagues to ensure that a consistent service is provided across the whole team.
• Input into and implement all policies and procedures as required.
• Adhere to all firm wide policies and procedures
• Be fully versed with the firm's Health & Safety, Evacuation and Business Continuity Plan policies and understanding role/duties within these.
• Other duties as reasonably required by the Client Services management team.

Candidate Overview:

We are looking for candidates who ideally hold the following skills and experience:

• At least 2 years Senior Receptionist/Supervisory level experience in a similar role.
• Experience of using a booking system, preferably Condeco.
• Excellent IT skills to include all MS Office packages.
• IOSH Managing safely desirable but not essential.
• Educated to minimum GCSE level or equivalent, including maths and English.

What can we offer you?

• Carers’ leave (up to five paid days’ leave towards caring responsibilities)
• 25 days’ annual leave entitlement and the opportunity to purchase or roll over 5 days.
• Contributory pension of up to 5%.
• Death in service cover (4 x base salary).
• Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan.