Workplace Team Leader

  • 57 Henderson Row, Edinburgh EH3 5DL, UK
  • Full-time

Company Description

•       Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

•       Our promise to our people: a place to work where you can thrive and be your best every day.

•       Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Job Description

Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service

To ensure that weekly / monthly MI is collated and submitted in a timely manner

To build professional relationships with key stakeholders to develop knowledge of personal requirements

To identify and manage the methods of improving quality, standards and variety within the Reception and Conceirge services to meet the clients needs

To ensure that team members obey site rules and maintain a smart appearance including the wearing of correct uniform

To complete all required paperwork i.e. annual leave notifications / support services requests

To conduct Monthly / Annual reviews with all team members, ensuring clear SMART objectives are set and being supported

To arrange and distribute weekly team roster, including the arrangement of agency when required

To be responsible for all recruitment / onboarding of new starters

To monitor breaks and start/finish times within company site rules

To look out for and advise your manager when you see ways to improve work activities or reduce cost

Actively assist in creating a good team spirit

To demonstrate a willing and positive manner and to lead by example at al times

To communicate effectively with all team members and participate in all contract activities

To act as the central point of contact on-site for all service lines, contractors, clients and guests

Stock monitoring and ordering consumables/kit where appropriate

Use computer as an effective communication tool, inputting data as requested into excel and word documents

Ability to identify and escalate building maintenance issues/hazard perception

To demonstrate a great working relationship with all service area’s; liaising with them daily to ensure delivery of a quality service, on time, to specification

Attend training as appropriate/on-line/out of house/self-development

Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date

To handle any guest complaints and provide a swift solution or escalate as appropriate

To ensure you are immaculately dressed in uniform and adhere to Signature grooming standards

To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language

To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off

To be articulate and pre-empt the needs of clients and visitors

Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests

To ensure meeting room requests are processed efficiently; prepare, set up and clear meeting rooms for internal & client meetings if and when appropriate

To be responsible for the upkeep and cleanliness of your allocated areas

To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department

To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards

To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards

Deliver monthly Toolbox Talk to team members and ensure they are signed off on Training Record Cards

Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs

Ensure the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions

Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed

To be responsible for daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and  all sundries are replenished in a timely.manner

To ensure a first fix response for the onsite AV equipment and MFDs is provided

Customer support and training of the condeco systems

Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completion

Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines

Liaising with FM, overseeing all contractor activity to minimise impact on site operation and customers

Raise accident and incident reports and track through to closure

Provide operational support to any internal events

Actively seek and review customer feedback, track remedial actions through to closure

Support with all internal and external audits

Work flexibly to support out of hour requests and extended hours to self cover operations

To support the Service Level Agreement by ensuring that all activities are carried out effectively

To assist in any other reasonable duties as required by the Facilities Manager, Operations Manager or Client



 A clear understanding of Health & Safety practices, IOSH certified

Passionate about exceptional customer experience

Enthusiastic and conscientious

An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers

Computer literate (Word, Excel, Outlook E-mail) and excellent administration skills

Able to work off their own initiative and with minimal direction

Organised, capable of managing and prioritising multiple workflow requirements

Excellent written and oral communication skills

High attention to detail

Flexible and proactive.

Ability to build positive relations with colleagues, guests and clients

Immaculate personal presentation endorsing the Signature five star image

Previous experience of leading a team

Previous experience within 5* customer service role, ideally gained within a corporate or 5 Star hotel environment

Excellent time management and organisational skills

The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate  where appropriate

Ability to deal with multiple requests simultaneously

To support the team in achieving a positive representation of the Signature Standards

Team player

Be innovative, identifying improvements and smarter ways of working

Additional Information

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

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