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Department: Corporate Business Services - FM
What the Hiring Manager says .
ICG is seeking an experienced Workplace Lead to join our Estates Management team. Reporting into the London Office Manager, you will be responsible for maintaining seamless front of house operations, whilst ensuring a first class customer experience for ICG staff and external visitors.
This is a great opportunity to join a fantastic team operating in a fast paced working environment. This role offers the right candidate the opportunity to truly make a mark in the services we extend to staff and visitors to our London HQ.
Summary of our opportunity
ICG is seeking an experienced Workplace Lead to join our Estates Management team. In this role you will oversee the smooth operations of ICG's front desk and client facing areas. You and your team are the first point of contact for clients and visitors using our London office. You are responsible for creating a positive impression and ensuring optimal services and support at all times. The Workplace Lead is responsible for managing daily operations, leading the front of house, hospitality team, and overseeing customer interactions.
ICG is a private equity investment firm with US$100bn of assets under management (AUM). We provide capital to help businesses develop and grow. We have a unique business model that focuses on creating sustainable value by partnering with ambitious businesses and developing long-term resilient relationships with our partners to deliver value for clients, shareholders, and employees. We use our position of influence to positively impact the environment and society.
ICG's entrepreneurial culture, breadth of investment strategies, and well-capitalized platform enable us to sustain business activity throughout economic cycles. We have a global marketing team and a local presence with a global network of outstanding professionals.
ICG's business model is designed to deliver long-term stakeholder and societal value. We operate with purpose and drive outstanding performance. We offer a range of investment strategies and financing solutions that are flexible and sustainable.
Primary responsibilities for this role include (but are not limited to):
As the Workplace Coordinator you will be responsible for overseeing the daily operations of front of house and hospitality team, ensuring services are optimal at all times. Your role will involve interacting with both internal and external stakeholders, ensuring effective communication and fostering a positive office culture/experience.
- Lead the Workplace Team providing seamless and effective delivery of all services including: Reception Area, Service Areas, Clubroom, open office areas and meeting rooms, post room, Workplace Experience, Workplace Support and events
- Provide an exceptional workplace experience for customers and visitors
- Act as a brand ambassador
- Responsible for ensuring all site procedures and standards are met
- Ensure Reception and client meeting room spaces remain immaculately presented
- Ownership of all workplace areas ensuring a high standard of presentation, cleanliness and functionality throughout
- Lead the Hospitality operation across all service areas, ensuring sufficient level of service is provided, including managing and maintaining adequate stock levels
- Liaise with ICG's EA group on a daily basis to ensure the right level of support; including event and venue management
- Effectively manage the switchboard service, including both internal and external incoming calls
- Establish good working relationships with the customers, with a focus on the Senior Executives; to be recognised as the natural go-to person and a trusted partner to deliver on our value proposition
- Effectively deal with all business user/client requests and enquiries exceeding expectations in all areas of the operation
- Liaising with onsite service desk to effectively manage client requests across FM and IT
- Collaborate with the FM, IT and other supplier teams to be part of a culture that fosters continued improvement in our services
- To show responsibility for personal health and safety and security, and that of others in the conduct of the job and in line with ISS Support Services guidance and legal requirements.
- Complete daily workplace inspections as required, and take a proactive approach to delivering impeccable workplace standards
- Assist the Office Manager and broader support team with projects, events and ad hoc tasks as required
- Deputise for Office Manager during absence to provide a seamless service delivery at all times
- Assist London Office Manager in arranging seasonal events
Key Requirements/ Qualifications
You will have demonstrable experience of:
- Computer skills such as Microsoft Office (Word, Excel and PowerPoint)
- Understanding of Health & Safety requirements
- Organised, with ability to juggle multiple projects & tasks
- Strong attention to detail
- Good interpersonal skills
- Excellent customer service skills and a 'can-do' attitude
- Ability to communicate at all levels
- Ability to maintain confidentiality of company information
- Flexibility to work between the hours of 07:00 - 18:00 on a rotational basis
- Health & Safety Qualification
- Trained in Manual Handling
- First Aid Qualification
- Exposure/knowledge of contracts and lease management
- Knowledge of toolsets underpinning service management, employee feedback and analytics
Personal Attributes
Personal attributes that will make you successful in this role include but are not limited to:
- Organized
- Can adapt to the situation
- Resourceful and self-sufficient
- Willing to lead
- Technical proficiency
Our Global Benefits Framework is centred around these 3 key attributes:
- Wellbeing - Supporting your mental, physical and financial wellbeing as well as your lifestyle needs.
- Inclusivity - Fit for purpose and competitive, no matter who or where you are.
- Longevity - Long Term and sustainable in design