Reception Team Manager

Customer Service | Full Time

50 Electric Boulevard is a new and exciting 200,000 sq. ft office building, designed with smart-tech and sustainability at its heart, providing a flexible way of working to put the spark back into the workplace.

It’s a dynamic part of the re-energised Battersea Power Station, a new 42-acre district created for switched-on business, leisure and living.

Role purpose

The primary purpose of this role is to work as part of the Guest Services management team to lead the 50 Electric Boulevard Reception team and wider Guest Services team within the Power Station, working with the client and stakeholders to deliver a safe and seamless operation and exceptional service experiences.

Overarching objectives

  • Lead, enable and motivate the team of Reception and Guest Service Associates to deliver exceptional service experiences
  • Manage all elements of team performance and support individuals to sustain great performance and to develop their capability and confidence
  • Work successfully with the client, occupiers, guests and service partners to deliver a safe, compliant and service focused operation
  • Take ownership for resolving challenges, sharing best practise, and implementing improvements.

Key responsibilities

  • Roster and deploy team members in accordance with the deployment plan and budget to meet the needs of the operation
  • Hold one-to-one, performance and wellbeing conversations with team members to manage performance, support development and care for wellbeing
  • Conduct shift briefings to inform and motivate the team at the start of their shift
  • Coach team members and provide on-the-job support to improve individual capability and confidence
  • Support the team in delivering our core services and responding to additional requests
  • Attend escalations and lead the response to incidents, such as fire alarm activations, in line with the standard operating procedures
  • Complete all reporting requirements with accuracy, including data input, fault reporting, and updating of occupier information records
  • Take ownership for small projects and activities to deliver the Guest Services strategy to improve the experience for the team and for guests and occupiers
  • Represent Guest Services at meetings and deputise for the Head of Guest Services as required
  • Respond to inbound telephone calls and emails, always finding a solution and giving a great level of helpful service
  • Support occupiers with their event planning in our event spaces and coordinating event plans with other service partners in line with the standard operating procedure.

Required knowledge, skills, experience, and behaviours

  • Management skills and experience in an operational environment
  • Experience working in a Reception, Front of House or customer service function
  • Confidence using IT equipment and systems, for example laptop, tablet, phone, diary, email, access control and fault logging systems and capturing data and reporting*
  • Excellent written and spoken English including spelling and grammar with the ability to reply to emails from occupiers, guests and the client
  • Flexibility and a can-do attitude (things are likely to change during the mobilisation period)
  • Confidence working alone and prioritising tasks, including during periods of intense workload
  • Confidence giving a warm, friendly and professional service in line with our Service Personality, and communicating effectively with occupiers and their guests in a corporate office environment
  • Being a team player, working effectively together with others across different service partners and with the client directly.

*Training will be given including for systems, processes and service delivery.

About Ethos Farm

We put people at the heart of every great experience.

Working with our clients globally, we help them to deliver extraordinary customer service that creates brand loyalty and differentiation. We do this through our consultancy and training services, and by providing highly skilled and passionate guest experience professionals to represent their brands at destinations in the UK and USA.

We take pride in the fact that we’re always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.

Our values are:

  • We work together We deliver the best for our clients, customers and each other
  • We deliver extraordinary service We inspire and leave a brilliant impact
  • We see opportunity We find solutions to exceed expectations
  • We are inclusive and kind We value the contributions and part we all play
  • We have fun We raise smiles and love what we do.

Working here

  • We’re a certified Great Place to Work ®
  • You’ll be provided with a uniform at no cost to you
  • You’ll get paid holiday
  • There’s opportunity to work overtime subject to operational demand
  • We offer award winning learning and development to all our people
  • You’ll get access to a range of benefits including our Employee Assistance Programme offering free and confidential support and advice; our health cash plan which provides money off medical treatments; our discounts platform providing offers for hundreds of retailers to save you money and our financial wellbeing tool to help you plan and manage your finances
  • We run numerous recognition schemes and team events.