Front Of House Lead
Managing and leading a OneUK Front of House team; with overall responsibility for the running of reception areas and a consistent service in all offices. Ensuring a high standard is maintained at all times, through both the appearance of the Front of House, and the professional customer service provided by the team. The Front of House team provided a vital role in the positive image of the company; and the service provided needs to reflect this.
The role would suit a positive and friendly Front of House professional who goes above and beyond to make an impression on both internal and external visitors. Setting an example and ensuring a high standard of customer service and administration. You will have a strong eye for detail and presentation, and a full understanding of the vital role you play in the positive image of the company. As a naturally helpful and insightful person, you will be able to adapt and problem solve any issues that come up, using your experience in a similar role and emotional intelligence. You will take responsibility for the smooth running of all UK Front of House areas and liaising with the rest of the facilities team, ensuring a professional and consistent service across the UK.
Here at Buro Happold, expect the exceptional.
From the projects you will work on to the clients we work with. From career-defining opportunities to an inclusive and diverse practice where we all contribute to a more equitable world. From our reputation to our relationships. Wherever your Buro Happold career takes you, it’ll be anything but ordinary.
Your next role
Join us and be surrounded by exceptional opportunities in an environment alive with innovation and possibility. Your new team has a willingness and curiosity to see possibility and potential in everything – from the most iconic projects to our everyday conversations.
- This is an extraordinary opportunity to contribute to our fantastic Business Support team.
- Buro Happold has a clear strategic plan, strong learning culture and entrepreneurial mindset that will allow you to thrive.
- You’ll be part of something bigger than us all where sustainability, equity, social and performance outcomes matter. Buro Happold is committed to doing the right thing, even when that’s the hardest thing. This is a genuine opportunity to make impact - and leave real legacy.
Key duties
Line Management and Leadership
- Direct line management of all FOH/ Receptionists
- Organise and conduct My Career Plan and provide feedback as necessary as well as regular one to one catch ups with direct reports
- Managing rota, including POETS, annual leave calendar and arranging temp cover if required
- Assist team with planning and prioritising tasks as necessary
- Coaching and mentoring One UK FOH team to ensure a consistent and professional customer service
- Liaise with HR and Engineering and Office Support Lead with regard to recruitment, notification of vacancies, reviewing CV’s and conducting interviews for administration team
- Performance management if required
- Overall responsibility for day to day running of the One UK Front of House team and managing resourcing across the team to ensure consistent support across the UK offices
- Actively involved in the training of new and current teams members (including temporary staff) in collaboration with the Learning and Development department as led by Business Support Manager and Engineering and Office Support Lead
- Ownership of processes and ensuring the UKFOH team are aware of current and new
- Managing stationery budget and working with FOH team to ensure budget met
Front of House
- Answering calls in a timely and professional manner, including taking messages and dealing with ad hoc queries/issues
- Welcoming guests and contractors to site; ensuring they adhere to the signing in procedures
- Ensuring Reception shared mailbox emails are being dealt with in a timely manner
- Pre-register staff visiting London office
- Identifying areas for improvement within the FOH service
- Understanding the process for facilities call outs; and liaising with Facilities team to place breakdown calls as required including: lifts, fire panels, intruder panels, access systems
- Record office metrics as required
- Ensuring FOH, client areas and cupboards are clear and tidy, carry out regular walk rounds
- Managing the meeting room bookings for the large meeting rooms/event spaces; including ensuring facilities are booked for meeting room set ups
- Liaising with Facilities team to highlight issues; and ensure calls related to FOH are closed out
- Processing train ticket requests, ensuring accuracy and highlighting any issues
- Booking local taxis as required
- Managing incoming and outgoing post, parcels and couriers
- Recording issues for cleaners and security to pick up; and following up that these have been carried out (dependent on which office)
- Assisting catering team when required
- Assisting with Right To Work checks for new starters (dependent on which office)
- Managing the access card database and providing new starters with access cards
- Assisting Facilities with weekly fire alarm testing (dependent on which office)
- Assist with planning and coordinating office events
- Any other duties as and when required to help with the smooth functioning of the Facilities and Front of House teams
- Any other duties as and when required to help with the smooth functioning of the Facilities and Front of House teams
Your skills and experience
- Experience of leading and developing a team positively and effectively
- Previous Front of House experience, including managing a busy switchboard
- Excellent computer and IT skills including; Word, Teams and experience using spreadsheets and databases
- Excellent communication skills; including dealing with difficult customers
- Confident, proactive character, with the ability to take the lead in challenging situations
- Highly organised and able to problem solve
What we offer you
Bring your knowledge and expertise to one of the world’s most respected consultancies.
- Attractive salary and benefits package including life assurance and income protection.
- Holiday entitlement of 25 days per annum (exclusive of bank holidays) and flexible holiday arrangements.
- Generous company pension scheme.
- Flexible benefits including cycle scheme, dental insurance, optical cover, travel insurance, season ticket loans, and corporate discounts.
- Enhanced parenthood leave policies.
- 3pm finish on the last Friday of the month.
- A strong commitment to your continuous development. Whatever stage in your career, we have a learning and development programme that will enable and empower you.
- Entitlement to two memberships to professional bodies or subscriptions
- A commitment to your wellbeing through a comprehensive employee assistance programme and wellbeing activities A supportive and inclusive environment that will welcome you through social and outreach activities from the Young Employees Forum to mentoring.
- An international culture that wherever your career takes you at Buro Happold, you won’t be far from the exceptional.
Apply now and be where exceptional is everywhere.
A place for everyone
Buro Happold values individual's flexible approaches to working patterns as an important part of the way you work and achieve balance. We welcome applications from those who are seeking flexibility in their careers.
Our exceptional portfolio of projects is the result of the diversity of thought, identities, backgrounds and experiences that shape us. Appreciating each other’s differences is key, we want employees to feel they don’t have to mask elements of their identity to thrive.
We are working to change the lack of representation of marginalised groups in the built environment and are particularly keen to hear from anyone who feels they are underrepresented in the industry. We have much to learn from one another. Embracing difference allows us to develop the most innovative and elegant solutions.
Please let us know if there are any adjustments we could make to the application process to make it easier and more comfortable for you. Contact recruitment@burohappold.com so we can work with you to support you throughout your application.
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