Client Services Team Member

☞ ISS Facility Services

View: 101

Update day: 11-06-2024

Location: London

Category: PG / PB / Reception Restaurant / Hotel / Tourism Serving / Cleaner / Maids

Industry: Construction Facilities Services

Job type: Contract

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Job content

Summary
ISS is a leading global provider of facility services that complement our customer’s workplace. Bringing service to life, ISS uses a unique combination of data, insight and most importantly, our people to make a difference across diverse environments such as offices and factories, airports and hospitals across the world. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Above everything, our passion is people.

Job description
Client Service Team Member role is a critical role in successfully delivering our Integrated Facilities Services Vision to our client. The role requires an adaptive, flexible, and can-do approach to the way in which the role interacts with, and delivers across our diverse service streams.

The role is responsible for the customer-facing service delivery across multiple aspects of the banks day to day business including Mailroom, Workspace, Cleaning Services, Messengers as some of the services we provide. You will be required to carry out and complete tasks as allocated by the Team Leaders, Site Supervisors and Site Managers of various departments to the agreed standards.

  • You will be a highly motivated team member within a high-performance team and maintaining an approach of continuous development towards the delivery of the services.
  • To provide a world-class, client-facing front of house service
  • To ensure all front of house operations are managed efficiently.
  • To oversee the Touchpoints in your area and ensure all interactions are through Service with a Human Touch.
  • To be proactive in all Visitor Management duties in line with clients service standards.
  • To be proactive in all Meeting rooms, Cloakroom and Event Management duties in line with the client’s service standards.
  • To provide five stars service for conference bookings and switchboards professionally and efficiently.
  • To ensure that all services and all enquiries to the client service team receive a professional, efficient, customer-focused, and consistent service in line with the client service level agreement.
  • To be an ambassador of ISS Financial Services & Retail sector.

Key responsibilities
  • Working on various areas of the Client Services operation that includes Reception, Meeting Rooms management, Cloakroom and Event Management, Client dining floor, Conference Bookings, Switchboard, WorkSpace & Mailroom.
  • To ensure the smooth operation of the client site in conjunction with the other onsite team members, leaders, and manager
  • To ensure that all clients and visitors requests and enquiries are fulfilled and exceed expectations
  • To ensure that all Client site procedures and standards are met
  • To develop and maintain excellent relations with Client Management
  • To rotate between the clients, front of house, client meeting floor and conference booking areas
  • Deal with calls and emails as part of the conference bookings team in line with service level agreements
  • Print visitor passes in advance where possible to provide a seamless TouchPoint Journey.
  • Organise and print wine lists and menus when part of the client suite operation
  • Work closely with other service partners to ensure a seamless service
  • Escort visitors to various areas as required
  • To be flexible in your approach in terms of operational requirements
  • To use the client site operating systems following guidelines
  • To adhere to ISS Financial Services & Retail sector and client site rules and regulations as detailed in the respective Team Members’ handbooks
  • To maintain and use as appropriate ISS Financial Services & Retail sector property as provided or recommended, i.e., standard uniform, as well as electronic equipment
  • To carry out other duties or responsibilities that may from time to time be assigned by your manager.
  • To always maintain a professional appearance
  • Run reports as required and produce any documentation regarding Client Services operation as per the client requirements
  • To be part of any disaster recovery plans both or planned annual events and in the event of a real disaster
  • To use the client site operating systems in accordance with guidelines
  • To adhere to ISS Financial Services & Retail sector and client site rules and regulations as detailed in the respective Team Members’ handbooks
  • To maintain and use as appropriate ISS Financial Services & Retail sector property as provided or recommended, i.e., standard uniform, as well as electronic equipment
  • To maintain the necessary confidentiality on all ISS Financial Services & Retail sector and client matters including reporting any paperwork left in the meeting rooms or auditorium
  • To show responsibility for personal Health and Safety, and that of others in the conduct of the job in line with ISS Financial Services & Retail sector and Legal requirements. This includes attending the Team boards meetings and taking a proactive approach to near hit reporting.
  • To always maintain a professional appearance in the correctly issued uniform and to always wear your name badge when serving customers.

In addition to your Key Responsibilities listed above that are specific to your role, you may be required to assist other departments in delivering ISS Integrated Facilities Services within the clients building and to follow all reasonable work-related requests as directed by ISS supervisors, team leaders and managers. This includes, but is not limited to, the service streams below:

Messengers, Mailroom and Work Space- To receive, pack and distribute Printing Paper, Stationery, Newspapers Magazines, and related items throughout the buildings. Support ISS teams with distribution and porterage as required. Complete all Mailroom tasks as requested by the Mailroom Managerial team, for example, to deliver mail and signature mail, within specified SLA, to collect outgoing internal post and distribute to the relevant recipients internally to assist workspace with the daily duties/ to complete any further ad hoc tasks as and when required.

Professional and personal competencies/qualifications
  • Excellent communication skills especially over the telephone, including writing, proofreading, and speaking
  • Be proactive, customer-focused manner with a high standard of personal appearance.
  • Proficiency to interact with people at all levels in a professional manner
  • A good eye for detail and a desire to take responsibility to resolve any issues
  • Meeting room management experience in a comparable corporate environment
  • Ideally have Switchboard operator experience in a comparable corporate environment
  • Relevant corporate / hospitality/ customer service experience
  • Ideally, have experience working with systems (e.g., MS Office, Words, and Excel)
  • Meeting room booking/Events Experience
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Deadline: 26-07-2024

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