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.

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

• 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.

• 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…