First Impression Team Leader

Salary: £35,000 per annum plus company benefits

Location: London, EC2V 7AW

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 9am-5:30pm, 1 hours unpaid lunch break

Work model: Fully onsite due to nature of role

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

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

Are you passionate about creating seamless, high-impact client experiences through operational precision? As the First Impression Team Leader, you’ll be at the heart of delivering a world-class front-of-house service. This role is all about leading with purpose, ensuring every operational detail—from reception to hospitality—is executed flawlessly at the HQ office.

You’ll be the driving force behind a team that sets new standards in client service, with hands-on leadership to ensure every touchpoint reflects excellence.

Key responsibilities 

As a key operational leader, you’ll be responsible for:

Daily Service Oversight: Managing reception, hospitality, meeting room coordination, AV systems, and housekeeping to ensure smooth day-to-day operations within the client suite and event space.Workplace Presentation: Maintaining a consistently polished and professional environment across all client-facing areas.Policy & Compliance: Implementing and upholding Williams Lea’s standards, policies, and procedures.Health & Safety Leadership: Owning the safety of visitor areas and the team.Resource Management: Coordinating staffing, managing absences, and ensuring optimal team coverage.Training & Development: Delivering training and upskilling team members to meet service expectations.Performance Supervision: Providing direct supervision, feedback, and performance tracking for First Impression Assistants.Service Level Excellence: Monitoring and exceeding agreed service levels.Reporting & Insights: Compiling monthly service reports and using data to drive improvements.Innovation & Budgeting: Proposing and budgeting for service enhancements that elevate the client experience.Cross-Site Collaboration: Supporting operations across multiple client locations, working closely with internal teams.

Personal attributes 

Proven experience in a corporate hospitality or reception and people management A passion for operational excellence and service innovationExceptional communication and interpersonal skillsImpeccable attention to detailProficiency in Microsoft Office, room booking systems, and switchboard softwareProfessional presentation and fluent English communication

Rewards and Benefits

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

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 TV’s, laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

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 (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

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 careersatWL@williamslea.com(we do not accept applications to this email address).

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