Job Purpose

As Welcome Services Team Leader, you will be responsible for leading by example and provide direction to all hosts in our clients London offices. You will support the team to create and nurture a culture of excellence and contribute to our vision and values for the development of our people and business. The individual will work closely with our client, as well as other service partners in the business, and as this role is highly visible - you are always an ambassador.

Duties and Responsibilities:

Welcome Services Support

• Review the team rota daily to always ensure adequate cover with the aim of providing consistent service.
• Plan and organise resources to meet day to day workload.
• Provide day to day direction and coaching to the Team to ensure five-star service is delivered.
• Ensure the team is security conscious working in line with the procedures and forming an effective working relationship with the Security Team.
• To support the Manager with any projects, SOP’s and day to day operational duties.
• Coaching and motivating the team to deliver high levels of customer service.
• Partake in team talks and lead business initiatives (blended roles etc).
• Conduct spot checks and escalate as required.

Client Relationships

• To build a highly trusted relationship with staff and their clients ensuring that we are proactively engaging, listening, and promptly acting appropriately and consistently.
• Produce monthly statistics on service usage and service issues to ensure the client receives the correct information within the governance timeframes.

Communication

• Be part of hosting weekly Team Talks to ensure the team are engaged with the overall vision for the contract.
• To actively work with others (WSH, Clients, Suppliers and the Team) seeking out ideas for service improvements, feedback and suggestions for development and to share this information up and down the company for the use of all.
• To create a culture where all are inspired to give open honest direct feedback for the improvement of all aspects of our business.
• To clearly present both verbally and in writing required information for all parties in the business.
• To communicate any training needs identified within the Team.

People

• Lead by example with a professional and hands on approach showing a positive, caring, empathetic and engaging attitude.
• Coach individuals in the team to build a high performing team to meet client needs, supporting your colleagues and new starters through their probation periods.
• Recognise exceptional performance to encourage an engaged and motivated team.
• Work to implement and maintain policies and procedures with the team.

Health & Safety

• Report any equipment or process issues affecting safety or service delivery.
• Use work equipment and PPE correctly and in line with all training.
• Escalate training needs or concerns to your line manager.
• Follow all SPS policies and procedures consistently.

Equal Opportunities

SPS is committed to an inclusive and diverse workplace. Employee networks support gender equality, LGBTQIA+ colleagues, neurodiversity, disability, wellbeing, cultural identity, menopause, domestic abuse support, and men’s wellbeing. SPS is a Disability Confident employer and provides reasonable adjustments, with guaranteed progression to the next stage for eligible disabled applicants.