Client Services Assistant - Leeds, United Kingdom - Pinsent Masons

Pinsent Masons
Pinsent Masons
Verified Company
Leeds, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

JOB DESCRIPTION

Job Title:
Client Services Assistant


Department:
Facilities - Client Services


Location:
Leeds


Hour of work:
Flexibility required between core hours 8:30am - 5:30pm due to shift patterns as well as overtime cover between 7am and 9pm dependant on business demand (35 hour week)


Reports to:
Senior Receptionist, Leeds - dotted line to Helpdesk Manager


Purpose of the role:


To support all elements of client services, from reception and concierge to the complete servicing of meeting and events spaces.

Assisting with the day to day running of the UK switchboard and Facilities helpdesk. Delivering a world-class, exceptional experience.


Main duties and responsibilities:


  • Meet and greet clients delivering a world class client experience on ground floor and client floor receptions.
  • Deliver a world class service to all internal and external clients via the UK switchboard/helpdesk support
  • Meet and greet clients in person and virtually with positive enthusiasm and a "can do" attitude.
  • Anticipating the client needs helping with their requests and queries efficiently and effectively.
  • Offering a hotelstyle concierge service to clients, including taxis, restaurant recommendations etc.
  • Utilising questioning techniques to understand each request and provide an appropriate response and/or facilitate actions to ensure satisfactory resolution/closure.
  • Understanding the firm's business as well as the various sectors, teams, and services to be able to offer a knowledgeable first point of contact and direct calls onwards to the relevant team or colleague.
  • Assist with internal and client meeting room configurations, setting up rooms as per requirements in terms of furniture, technology, catering, and equipment.
  • Monitor housekeeping standards and ensure that all client areas are kept tidy and presentable.
  • Liaison with catering, maintenance & IT Comms departments to ensure the smooth provision of services to the meeting rooms
  • Assisting external and internal clients with use of audio visual and presentation equipment.
  • Troubleshooting technical issues as well as Wi-Fi and printing support to the firm's clients and external guests.
  • Proactively managing workload, including deadlines and time critical tasks and activities per day/week.
  • Adhere to all firm wide policies and procedures
  • Be conversant with the firm's health & safety policy, emergency evacuation procedures and business resilience plans.
  • Support the wider Workplace team with logging and reporting Facilities/Building Related issues through the correct channels via the CAFM system.
  • Coordinating requests for workplace items and equipment and advising, where appropriate, those allowances within policy.
  • Other duties as reasonably required by the Senior Receptionist/Helpdesk Manager.

Qualifications

  • Educated to minimum GCSE level or equivalent, including math's and English.

Relevant Experience

  • Experience of working within a client services environment.
  • Experience of using a room booking system, preferably Condeco.
  • Experience of using a switchboard console, preferably Anywhere 36
  • Excellent IT skills to include all MS Office packages.

Key Skills

  • Excellent interpersonal skills.
  • Effective communicator at all levels, written and spoken.
  • Active listener and able to use questioning techniques.
  • Capable of establishing immediate rapport virtually.
  • Ability to confidently handle conflicting demands and/or challenging situations.
  • Ability to empathise and reassure with concerns or sensitive issues.
  • Organised and methodical approach to workload and tasks.
  • Ability to work within a busy, fastpaced service environment.

Personal Qualities/Behaviours

  • Natural flair and passion for service excellence.
  • Proactive, with a keen eye for detail.
  • Investigative/inquisitive nature and pragmatic problem solver.
  • Flexible in both attitude and in daily hours of work.
  • Highly motivated with a cando approach towards all given tasks.
  • Can use own initiative and work without supervision.
  • Resilient and calm.
  • Understanding of privacy and confidentiality.
  • Client focused.
  • For any queries please contact our inhouse recruiter, Adam Clarke-Castello. Please note that we only accept CVs that are logged on the recruitment portal. _
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