First Impression Team Leader

First Impression Team Leader

Salary: Up to £40,000 per annum (DOE), plus company benefits. Location: London. Contract: Full time, permanent. Shifts: 37.5 hours per week, Monday - Friday, 9am until 5:30pm with a 1 hour unpaid break. Work model: Fully onsite.

Overview

Williams Lea seeks a First Impression Team Leader to join our team.

Key Responsibilities

• Lead, motivate, and develop a team of five First Impression professionals, creating a high performing, customer focused culture.
• Set clear service standards and ensure the consistent delivery of a five star experience across reception, hospitality, meeting rooms, events, AV support, access control, and client suite logistics.
• Take overall responsibility for the day to day operation of the London First Impression function, ensuring all services are delivered efficiently, professionally, and to agreed standards.
• Remain fully operational and hands on within the team, supporting reception, meeting room management, hospitality, events, AV requirements, visitor management, and logistics as required.
• Act as the escalation point for service issues, resolving challenges quickly and maintaining a seamless experience for clients, visitors, and employees.
• Ensure meeting rooms, client suites, reception areas, and client collaboration spaces are maintained to exceptional presentation and operational standards.
• Oversee visitor management, access control, room bookings, hospitality requests, event coordination, transport arrangements, and supplier management.
• Lead by example through visible, hands on leadership, coaching team members in real time and supporting operational delivery during peak periods, high profile meetings, and events.
• Take ownership of onboarding, training, and developing new team members, ensuring they are fully competent and confident across all service lines.
• Create, maintain, and continuously improve training materials, service standards, and operational procedures.
• Conduct regular quality checks, audits, and service reviews to ensure consistency, compliance, and continuous improvement.
• Provide ongoing coaching, mentoring, and performance feedback to support individual development and maximise team performance.
• Identify skills gaps and implement development plans to enhance capability and succession within the team.
• Monitor team performance against agreed objectives, ensuring all services are delivered to the highest professional standards.
• Build strong relationships with clients, stakeholders, suppliers, and workplace teams to ensure a seamless and consistently high quality experience.
• Foster a collaborative "one team" culture, promoting engagement, accountability, and a shared commitment to service excellence.

Qualifications and Personal Attributes

• Customer focused professional with a strong background in delivering exceptional corporate reception and workplace experience services.
• Previous people management experience is desirable; candidates with leadership potential and a passion for developing others are also welcomed.
• Proven experience delivering a high quality reception, front of house, hospitality, or workplace experience service within a corporate environment.
• Experience managing demanding stakeholders, resolving challenging situations, and maintaining professionalism under pressure.
• Passion for delivering exceptional customer service and creating outstanding client, visitor, and employee experiences.
• Confident in handling VIP visitors, senior executives, and high profile meetings with discretion and professionalism.
• Strong interpersonal skills with the ability to build positive relationships at all levels of an organisation.
• Excellent verbal and written communication skills, with a professional and approachable manner.
• Highly organised with strong attention to detail and the ability to manage multiple priorities effectively.
• Calm, proactive, and solutions focused, with the ability to anticipate needs and resolve issues before they escalated.
• Experience coordinating meeting rooms, hospitality services, events, workplace logistics, or visitor management activities.
• Comfortable working in a fast paced environment where priorities can change quickly.
• Experience supporting or leading a team is advantageous; operational experience ready for a leadership role is welcome.
• Ability to coach, mentor, and support colleagues while promoting high service standards.
• Strong planning and organisational skills, with the ability to prioritise workload and meet deadlines.
• Excellent customer focus with a genuine commitment to delivering service excellence.
• A positive, welcoming, and professional approach with the confidence to act as an ambassador for the organisation.
• Strong IT skills, including Microsoft Office.
• Experience with room booking systems (e.g. Condeco) and meeting room technology/AV equipment would be advantageous.
• Desirable: Previous experience managing or supervising a front of house, hospitality, or workplace experience team.
• Desirable: Experience supporting corporate events and executive level meetings.
• Desirable: Knowledge of workplace technology, meeting room booking systems, and AV services.

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives.

• 25 days holiday, plus bank holidays (pro rata for part time roles).
• Salary sacrifice schemes.
• Retail vouchers - including our TechScheme which can be used on a range of gadgets such as Smart TVs, laptops, computers, or household appliances.
• Life Assurance.
• Private Medical Insurance.
• Dental Insurance.
• Health Assessments.
• Cycle to work scheme.
• Discounted gym memberships.
• Referral Scheme.

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, or any other protected characteristic in discrimination law.

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 (we do not accept applications to this email address).