First Impression - Client Experience Associate

Location: Paul Hastings, London

Salary: £40,000 per annum

Contract: Full time, permanent

Hours: 40 hours per week

Shifts: Monday to Friday 8am - 5pm or 9am to 6pm

Purpose of Role:

We are looking for a dedicated and detail-oriented Client Experience Associate to join our prestigious law firm. The ideal candidate will have a genuine passion for delivering exceptional, personalised client service and the ability to anticipate and address the unique needs of our clients. This role demands a high level of discretion, professionalism, and the capacity to manage multiple tasks with precision.

As the Client Experience Associate, you will be the front-facing representative of our firm, setting the tone for the client experience from the moment they arrive. You will oversee front-of-house operations, ensuring a seamless and refined service that upholds our firm's reputation for excellence. Your commitment to providing a white-glove, five-star service will ensure that every client and visitor feels valued and well-cared for, enhancing their overall experience with us.

If you are a proactive professional with a keen eye for detail and a passion for client service, we invite you to be a part of our team and contribute to the distinguished environment of our firm.

Responsibilities:

• Client and Visitor Engagement: Warmly welcome clients, visitors, and staff with the utmost courtesy, ensuring a professional and hospitable atmosphere. Serve as the primary point of contact for any visitor, guest, or employee, and ensure a seamless, personalised guest journey.

• Concierge Services: Provide bespoke concierge services tailored to the individual preferences and needs of each client, such as arranging transportation, booking dining reservations, securing local amenities, and managing special requests. Arrange high-end services that offer convenience and save clients time and effort.

• Meeting Room Management: Oversee the booking and preparation of meeting rooms, ensuring they are impeccably presented with all necessary materials and refreshments. Conduct thorough pre-and post-meeting checks to ensure readiness and cleanliness.

• Relationship Building: Cultivate strong relationships with guests and clients to ensure satisfaction and loyalty, consistently delivering a personalised and memorable service experience.

• Beverage Service: Offer and serve refreshments, including barista-style coffee and premium beverages, maintaining the highest level of service throughout the client's visit.

• Front-of-House Standards: Maintain immaculate front-of-house and client areas throughout the day, ensuring they are well-stocked and reflect the firm’s high standards. Promptly report and follow up on any maintenance or service issues with local on-site facilities and cleaning teams.

• Vendor Liaison: Coordinate with various service providers and vendors to secure the best possible services and products for clients, ensuring high standards are consistently met.

• Room Booking and Logistics: Assist with the coordination of on-the-day room bookings and manage any last-minute changes efficiently, using EMS and MS Outlook to accurately log AV, room layout, catering, and beverage requirements.

• Administrative Support: Provide high-level administrative support, including document handling, photocopying, scanning, and printing, while maintaining confidentiality and attention to detail.

• Event Coordination: Support the organisation and execution of on-site events, managing logistics and ensuring guests receive exceptional service throughout.

• Continuous Improvement: Gather and act on feedback from clients, visitors, and staff to continuously enhance service delivery. Participate in ongoing training and contribute to the training of new team members to maintain a consistent white-glove service standard.

• Communication and Collaboration: Work closely with other departments to ensure efficient communication and a 'one team' approach to guest service, fostering a collaborative environment dedicated to exceeding client expectations.

Flexibility and Support: Occasionally support client functions that extend into the evening, demonstrating flexibility and commitment to delivering outstanding service.

Key Competencies

• Minimum of 5 years of experience in a high-end hospitality, concierge, or front-of-house role, preferably within a corporate or luxury environment.

• Exceptional interpersonal and communication skills, with the ability to engage professionally with high-profile clients. Strong organisational skills with attention to detail and the ability to multitask effectively.

• Impeccable personal presentation, reflecting the professional image of a top-tier global law firm.

• A warm, confident, approachable, and polished demeanour, with exceptional customer service experience.

• Familiarity with local amenities, services, and attractions to assist with concierge requests. Understanding of corporate protocols and the importance of confidentiality.

• Maintain strict confidentiality regarding all client information and requests.

• Always acting according to the client’s standards

• Ability to work independently and as part of a team.

• Proficiency in using concierge management software and other relevant tools.

• Flexibility to work irregular hours, including evenings, as needed

•  Outstanding guest services skills, sophisticated verbal & written communication skills

• Customer focus: ability to understand the needs of the client and provide superior client service.

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).