First Impression - Client Experience Associate Salary: £40,000 per annum Location: London, 100 Bishopsgate Contract: Full time, permanent Hours: 40 hours per week Shifts: Monday to Friday 8am - 5pm or 9am to 6pm Do you have world-class, luxury customer service experience? Williams Lea are looking for a Client Experience Associate to join our team Job duties Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures Communicate with direct reports, manager and client on job or deadline issues Immediately escalate operational problems or issues to Supervisor or Manager Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates Produce required reports on schedule Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests) Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines. Assess incoming requests selecting the best equipment and/or resources for successful completion Make sure team follows standard operating procedures. Train new employees on policies and procedures. Job qualifications Minimum 5 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred 1 year or more experience working on a reception desk for a blue-chip company within a busy office environment Intermediate Microsoft Office Word and Excel skills Basic Microsoft PowerPoint skills Outstanding guest services skills, Excellent and sophisticated communication skills, both verbal & written Good time management skills Good knowledge and understanding of a Cisco telephone system Must possess professional presentation/appearance Great interpersonal skills and an outgoing personality 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 careersatWLwilliamslea.com (we do not accept applications to this email address).