First Impressions Manager

First Impressions Manager

Salary: £40,000 per annum, plus company benefits

Location: London, (nearest tube Chancery Lane)

Contract: Fixed Term Contract initially from 1st March until 1st July 2025

Shifts: 37.5 hours per week, Monday – Friday, 9am until 5:30pm with 1 hours unpaid lunch break

Work model: Fully onsite

Williams Lea seeks a First Impressions Manager to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

The First Impressions Manager is responsible for providing leadership, role modelling and direction to the first impression teams within your area of responsibility which include reception, hospitality and events. The role is to assist in the development and delivery of effective strategies, policies and good practice to shape and drive achievement of business objectives to maximise operative productivity and deliver against set financial targets.
As the First Impression Manager, you are accountable for excellent service delivery in your team’s activities and the achievement of its aims and operational objectives ensuring continuous improvements are made. You are to support in the development, co-ordination, and management of the delivery of soft facilities management services ensuring these meet their financial targets, predicted needs, corporate targets, and regulatory standards. The role includes managing a team of 3, with the responsibility for the financial viability, planning, co-ordination, and delivery of the services.

Key responsibilities 

• Complete the monthly first impression account review report.  

• Set first impression objectives for the client 6 monthly and ensure progress is achieved. Update clients via monthly ARR 

• Understand the first impression contractual service obligations including service level agreements. 

• Monitor services and ensure that agreed service levels are maintained and exceeded where possible. 

• Work proactively to develop good relationships with client contacts and key users ensuring that these relationships are focussed on proactive communication and service improvement. 

• Responsible for first impression customer relations including customer feedback plan, client surveys and gathering regular feedback on performance. 

• Lead by example in fostering a customer service environment and ensure that all processes reflect this, and First Impression staff are appropriately trained. 

• Continually seeking out opportunities with the client to improve the first impression service and add value. 

• Handle any customer complaints effectively to ensure satisfactory resolution and wherever possible using the opportunity to develop a positive client relationship as a result. 

• Manage and be responsible for first impression health & safety in line with policies and guidelines and in line with any relevant client requirement. 

• Manage and develop the first impression team in a manner which builds mutual trust and respect, high motivation, personal accountability, and team participation. 

• Develop a strong, cohesive, well-informed, multi skilled and well-trained team. 

• Ensure proper escalation and resolution of any issues brought forward by employees. 

• Responsible for resource planning and coverage including cost effectively managing sicknesses and holiday absence. Coach team to ensure they are supported, able to manage staff effectively, and effectively conduct continuous feedback meetings. 

• Undertake regular service and risk audits. 

• Participate in cross departmental and site projects. 

• Set First Impression budgets for clients as required. 

• Ensure the minimisation of discretionary spending and controllable expenses such as absence cover, recruitment costs, overtime etc. 

Personal attributes

• Customer focused
• Previous experience of leading a team

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays(pro-rata for part time or fixed term roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at [email protected](we do not accept applications to this email address).

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