First Impression - Client Experience Associate
Salary: £40,000 per annum
Location: Paul Hastings, London
Contract: Full time, permanent
Hours: 40 hours per week
Shifts: Monday to Friday 8am - 5pm or 9am to 6pm
Do you have world-class, luxury customer service experience? Williams Lea are looking for a Client Experience Associate to join our team!
Job duties
Ensure team provides outstanding reception and concierge service to client, while building strong customer relationships
Conduct all timekeeping and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
Communicate with direct reports, manager and client on job or deadline issues
Immediately escalate operational problems or issues to Supervisor or Manager
Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures
Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
Produce required reports on schedule
Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines.
Assess incoming requests selecting the best equipment and/or resources for successful completion
Make sure team follows standard operating procedures.
Train new employees on policies and procedures.
Job qualifications
Minimum 5 years’ Concierge and/or reception experience in a customer service environment, legal or financial services industries preferred
1 year or more experience working on a reception desk for a blue-chip company within a busy office environment
Intermediate Microsoft Office Word and Excel skills
Basic Microsoft PowerPoint skills
Outstanding guest services skills,
Excellent and sophisticated communication skills, both verbal & written
Good time management skills
Good knowledge and understanding of a Cisco telephone system
Must possess professional presentation/appearance
Great interpersonal skills and an outgoing personality
Rewards and Benefits
We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:
25 days holiday, plus bank holidays(pro-rata for part time or fixed term roles)
Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
Life Assurance
Private Medical Insurance
Dental Insurance
Health Assessments
Cycle-to-work scheme
Discounted gym memberships
Referral Scheme
You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!
Equality and Diversity
The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.
If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at careersatWL@williamslea.com(we do not accept applications to this email address).