Hannover Re - more than 3,500 employees at locations all over the world. Our strength? Connecting Power: We rely on each other. As a reinsurer, we protect customers in the event of a claim. This requires customised, innovative solutions. Solutions that worked yesterday may be outdated tomorrow. We challenge ourselves and continuously optimise our services, advice and products. All this makes us one of the leading and most profitable reinsurance groups in the world and a reliable employer.
The Role:
Operating as part of Hannover Services, the Client Host ensures that an exceptionally high level of customer service is delivered to all visitors, staff and stakeholders that use the space at our London office. The Client Host will be the first point of contact for all office enquiries and first line of support for anyone visiting our London office.
Duties & Responsibilities:
Customer Service
1. Provide a warm, courteous, and prompt welcome to all visitors upon arrival.
2. Ensure that meeting organizers and hosts are notified of their guests' arrival.
3. Escort visitors to meeting rooms where applicable.
4. Handle all incoming phone calls, emails, and enquiries promptly.
5. Ensure all on-the-day meeting room bookings and requests are addressed promptly and courteously.
6. Assist with the setup of meeting rooms and provide hospitality support.
7. Maintain a security-conscious environment, ensuring that access to restricted office areas is limited to authorized visitors and staff.
8. Ensure visitors are kept informed of any delays, ensuring their comfort throughout the process.
9. Collect feedback from visitors and employees about their experience and work with the relevant teams to improve services.
Workplace Management
1. Troubleshoot office-related issues and escalate as needed.
2. Conduct regular checks/floor walks to ensure that meeting rooms, lobbies, and terrace areas remain clean and tidy.
3. Complete daily handover for opening and closing the day.
4. Assist with compiling facilities management reports on service usage and issues.
5. Log and report housekeeping and maintenance issues, discussing them with your line manager for direct reporting to Workplace Management.
6. Troubleshoot AV/VC issues in meeting rooms and escalate when necessary.
7. Stay aware of relevant legislation, including Health and Safety requirements.
Administrative Tasks
1. Ensure that all new starters receive their induction on their first day.
2. Provide assistance with event bookings, including food orders.
3. Ensure an adequate stock of stationery and conducting regular stock checks.
4. Ensure all necessary supplies are prepared ahead of events or client meetings.
5. Assist with booking taxis and couriers.
6. Assist with archiving documents.
7. Ensure all office deliveries are distributed in a timely manner.
8. Assist with client events, including setup, organization, and clear-down.
9. Complete daily post in accordance with established procedures.
10. Ensure room changes in setup/wall moves are actioned, including table and chair arrangements.
11. Ensure you are familiar with and prepared for emergency evacuation procedures. Assist in emergency situations, such as fire drills or other urgent incidents, ensuring the safety of visitors and employees.
12. Ensure the visitor management system is updated with accurate visitor details and meeting room information.
13. Be trained in basic first aid and trained as a fire marshal to assist in case of emergencies. Ensure first aid kits are well-stocked and accessible.
14. Encourage sustainability practices in the office.
15. Liaise with external contractors or suppliers.
About You:
Experience:
1. 3+ years’ experience in a customer-facing role.
2. Working knowledge of office administration tasks, including managing emails, phone calls, booking meeting rooms, handling schedules, and coordinating logistics.
3. Strong attention to detail and the ability to manage schedules, logistics, and resources efficiently to ensure smooth office operations and meeting room setups.
4. Experience with Audio Visual services an advantage.
Person Specification:
1. Customer Focus: Develops a deep understanding of the complexities of the business in order to implement ideas and technical expertise. Ensures that customer feedback is actioned, and customer satisfaction maintained.
2. Problem solving: Ability to break down complex issues and identify trends, patterns, and interdependencies. Pragmatic approach to assessing risks when developing solutions.
3. Developing Capability and Knowledge Sharing: Actively develops and enables the team acting as a role model.
4. Team Player: Focuses on building and maintaining a positive team culture and developing cross-functional relationships. Embraces diversity of thought, ideas, and skills to engage the team and deliver objectives.
5. Communicating and Influencing: Adapts communication style depending on audience.
6. Innovation and Continuous Improvement: Creates an environment where new ideas and solutions are encouraged. Continuously strives for process improvement.
7. Delivery and Accountability: Accountable for individual and team deliveries to support the overall company objectives. Creates an environment where challenge is expected and encouraged and holds individuals accountable for same. Efficient and responsive ensuring deadlines are met.
What We Offer:
Atmosphere: You will find an international working environment with short decision channels, an open feedback culture and a sense of community shaped by mutual esteem and a readiness to help.
Benefits: Structured onboarding, benefits superior to those of the collective agreement as well as modern offers for personal development, health management and work-life balance are just some of our benefits.
Prospects: You contribute your specialist and methodological expertise and we offer you fresh input and the opportunity to further develop your potential – including room to come up with innovative ideas and act on them!
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