Job Title: Senior Receptionist Type: Part-time (Monday - Wednesday, 21 hours) Hours of work: Flexibility required between core hours 8:30am and 5:30pm due to shift patterns as well as overtime cover between 7am and 9pm dependant on business demand Duration: 12 month FTC Location: Leeds About the Business: Here at Pinsent Masons we bring together the best people to get the job done. Weâre naturally curious, constantly learning, listening, and growing. Weâll truly value your ideas. Youâll be joining an award-winning, hardworking and commercially minded team, where youâll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. Youâll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results. Purpose of the role: 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? Carersâ leave (up to five paid daysâ leave towards caring responsibilities) 25 daysâ annual leave entitlement and the opportunity to purchase or roll over 5 days. Contributory pension of up to 5%. Private healthcare policy 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. Cycle to work scheme. What happens next? Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email. We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate. Our strength lies in our differences. We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. Itâs with different perspectives that weâll find solutions to our clientsâ most complex challenges. Itâs how weâll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents. LI-BOSD