Purpose of the Role

Overall, Purpose/Aim:

Oxford North is an exciting and ambitious new global innovation district in Oxford with a mix of workspaces, new homes, amenities and public parks. The first three office and laboratory buildings, along with the two-acre public park, market square for pop-ups and events, and timber cycle pavilion, opened in September 2025.

The main purpose of the role is to lead on the front of house management and customer experience within the workspace common areas and between all receptions across the Oxford North. You will be expected to offer assistance to all personnel visiting and utilising the building from daily visitors to permanent occupiers and clients. You will be a customer service professional, leading with a positive and inspiring personality, demonstrating a natural flair for luxury service delivery. You will craft the onsite Customer Journey, adopting a ‘One Team’ approach to ensure that all Trusted Service Partners work as one, acting as the figurehead and first point-of-contact for Oxford North’s visitor experience. You will deliver and foster a culture of exceptional service, creating a lasting impression to all, including service enhancements and activations/engagement events within and outside the reception space.

Key Responsibilities

• Ensure the highest standards in presentation at the property or properties are maintained at all times. The reception area is kept clean, tidy and welcoming and to five-star audit standards.

• You will be responsible for managing trusted service partners when applicable to the Reception and whole district, including service delivery of Security, Reception and housekeeping standards with the cleaning team.

• If required, you will be expected to Lobby Host in the Reception area and welcome visitors to the building

• To be the main point of contact to all occupiers for FOH-related queries, complaints or general operations.

• You will develop, review and maintain FOH Service Standard Operating Procedures, Manuals and Health & Safety.

• You will be responsible for directly managing the Reception Team – ensuring 5* service is delivered at all times.

• You will be responsible for sickness management and return to work reviews, self-certifications, absence management and matters related to absenteeism.

• To confidently conduct one-to-one meetings, monthly service reviews, investigations, disciplinary meetings, and manage your team effectively on all operations.

• To partake in Building Management meetings, delivering FOH updates which includes Contractor management details and changes.

• Attend Monthly Reception Services Meeting with Management.

• You will be expected to bring forward service innovation and improvements on a regular basis to consistently deliver an ever evolving the FOH Service.

• Personal appearance is to be of a very high standard at all times.  A courteous, professional, helpful nature must be displayed at all times. If a uniform is supplied, it must be kept in an acceptable and clean condition at all times. You will also be responsible in ensuring you team upholds the same standards.

• To carry out duties in accordance with instructions by your Reception Services Line Manager, Building Manager/Supervisor/RFM.

• Establish a professional working relationship with all of the staff, tenants and contractors of the property or properties and be the first point of contact for the building.

• To promptly assist and direct all visitors in arriving at their required location/contact within the buildings.

• To answer the telephone and on-site intercom system for all tenant queries in a professional manner.

• To maintain a physical presence at the reception desk so it is not left unmanned at any time during building opening hours. 

• To acquire working knowledge of the property/properties’ systems and procedures to enable you to take control of the property during Building Management absence.

• To carefully complete all log reports that the employer or the building manager may require.

• To comply with and ensure that the landlord's obligation for health and safety and fire precautions are always met. To ensure that contractors arriving at Oxford North adhere fully to requirements for contractor management and site health and safety in line with the company and site procedures.

• To be aware of and abide by all rules, terms and conditions of the company at all times.

• Carrying out Operational Checks and process reviews with a hands-on approach and visible floor presence across all customer-facing areas.

• To implement regular soft services checks to ensure the highest standards of housekeeping, refuse collection, reception services, security and landscaping are provided.

• To create a community within the building/district and take ownership of the enlivenment piece. Including events management.

• Attending to any incident/operational issues with the Building Management as required when directly related to the delivery of FOH services.

• Assisting the Building Management team in operating, reviewing/developing the tenant and VMS portal and building app. There will be certain areas of the building app that will be the sole responsibility of the FOH team to populate.

• Curating events and enlivenment and engage with occupiers to offer lifestyle and concierge services both in person and via the building app.

Skills, Knowledge and Experience

It is the nature of Savills Management Resources’ work that tasks and responsibilities are, in many circumstances, unpredictable and varied.  All staff are, therefore, expected to work in a flexible way when the occasion arises where tasks are not specifically covered in the Job Description and have to be undertaken.

Essential

You will have management experience in the 5* Customer Service industry.

• You will be confident and professional

• You will have a friendly, welcoming personality while remaining professional at all times

• You will be acutely aware of your surroundings and occupiers – ensuring that service levels are upheld and all visitors/occupiers are seen to in a timely manner

• You will understand the importance of 5* Service delivery, displaying outstanding hospitality skills.

• You will be able to demonstrate the ability to deal with challenging visitors and/or situations in a professional and calm manner.

• You will be creative and forward-thinking, regularly bringing forward ideas to improve service levels.

• You will have experience of engaging with visitors and occupiers and setting up events and activations

• You will feel confident in leading the customer journey across all the district’s service partners

Desirable

Proficient in full range of Microsoft applications inc. Word, Excel, PowerPoint and Access Outlook.

Knowledge on Savills’ systems.

The candidate attributes detailed above are considered to be non-essential although training will be provided on more technical aspects of the role.

Working Hours - 40 hours a week 8am-5pm

Salary - £37,000

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Please see our Benefits Booklet for more information.