Purpose of the Role

The main purpose of the role is to maintain a presence on the front reception desk offering assistance to all personnel visiting and utilising the building from daily visitors to permanent tenants. Sustain a professional outlook to delivering an exceptional customer service and creating a lasting impression to all

Key Responsibilities

• Ensure the highest standards of presentation at the property/properties are maintained at all times. The reception area must remain clean, tidy, and welcoming, in line with five-star audit standards.
• Personal appearance must be of a very high standard at all times. A courteous, professional, and helpful attitude is essential. If a uniform is provided, it must be kept clean and presentable at all times, in accordance with dress and appearance guidelines.
• Carry out duties as instructed by your Reception Services Line Manager, Building Manager, Supervisor, or RFM.
• Acknowledge and action helpdesk jobs as they are submitted, and communicate them to the Engineering department when necessary.
• Take ownership of the current visitor management system, including adding content to support the building's occupier platform and managing new user administration.
• Actively participate in training cover staff.
• Establish a professional working relationship with your team, tenants, and contractors, serving as the first point of contact for the building.
• Meet and greet all visitors arriving at the reception desk, and maintain an accurate log of visitor records.
• Where possible, contact the relevant tenant before allowing a visitor beyond reception to obtain authorisation.
• Promptly assist and direct all visitors to their required location or contact within the building.
• Answer the telephone and on-site intercom system in a professional manner when handling tenant queries.
• Maintain an up-to-date and accurate reception operations manual detailing reception processes and procedures, both site/tenant-specific and departmental.
• Maintain a physical presence at the reception desk at all times during building opening hours. It must not be left unmanned.
• Handle all on-site queries efficiently and professionally, referring them to third parties when appropriate and ensuring the person raising the query is kept informed of the action taken, the expected outcome, and the timeframe involved.
• Sign in deliveries for tenants, document them appropriately, and ensure a signature is obtained upon collection (with ID verification).
• Acquire working knowledge of the property/properties’ systems and procedures to be capable of managing the site in the absence of team members.
• Accurately complete all required log reports for the employer or building management team.
• Do not undertake any task that may pose a risk to your health and safety unless properly trained.
• Assist other staff, occupiers, and visitors during emergencies.
• Comply with all landlord obligations regarding health & safety and fire precautions. Ensure contractors on site fully adhere to contractor management and site health & safety procedures in line with company and site requirements.
• Be aware of and adhere to all company rules, terms, and conditions at all times.
• In accordance with the Security Industry Act 2001, you must hold a valid SIA Security License and, if required, a Public Space Surveillance License.

Skills, Knowledge and Experience

It is the nature of work at SMR that tasks and responsibilities are, in many circumstances, unpredictable and varied. All staff are therefore expected to work flexibly when required, including undertaking tasks not specifically listed in the job description.

Essential

• Excellent verbal and written communication skills.
• General education to GCSE standard or equivalent.
• Reliable, helpful, and well-presented.
• A strong team player with excellent customer service skills, able to provide a helpful and polite service.
• Pleasant telephone manner, with efficiency in relaying messages and taking instructions.
• Ability to handle confidential information with discretion.
• Good organisational and time management skills.
• Careful and conscientious, with strong attention to detail.
• Willingness and ability to learn on the job; enthusiastic about training and career development.
• Solid experience in corporate customer service environments.
• A bubbly, positive attitude and a visible passion for delivering outstanding customer service.

Desirable

• Knowledge of building management.
• SIA licence.
• Proficient in the full range of Microsoft Office applications, including Word, Excel, PowerPoint, Access, and Outlook.

Working Hours - 1 year FTC maternity Cover. 8:00-17:00 

Salary - £30,700.80 

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Please see our Benefits Booklet for more information.