Head of Client Experience

As Head of Client Experience, you will lead a diverse team responsible for delivering exceptional service across a wide range of areas, including Reception, the main and 6th floor client areas, Reservations, Switchboard/Helpdesk, Catering, Cleaning, Event Support, restaurant areas, and the terrace. Your role is vital in ensuring that every client visiting the 6th floor has an out-of-the-ordinary experience.

You will support and coach teams through performance cycles, manage staff rotas to ensure coverage, and play a key role in recruitment through interviewing. You'll also be responsible for maintaining high standards across all client-facing services, ensuring that every internal and external client receives a consistently exceptional experience.

Are you someone who thrives on creating memorable experiences and leading high-performing teams? Do you enjoy the challenge of managing multiple service areas while maintaining a sharp eye for detail?

Administrative responsibilities include monthly reporting and day-to-day management of systems such as Manhattan. You'll attend regular meetings and be expected to provide data-backed solutions when required. A keen eye for detail is essential, particularly in identifying cleanliness, maintenance, and health and safety issues.

Working Environment and Hours

This is a full-time, office-based role (Monday to Friday), supporting operations between 07:00 and 18:30. The successful candidate must be adaptable and capable of handling a wide range of responsibilities in a fast-paced environment.

Functional Areas of Responsibility

You will oversee the day-to-day running of the switchboard, liaising with IT to resolve issues and supporting systems such as Nimbus and ServiceNow. In the main reception and 6th floor client suite, you will manage daily operations, support team scheduling, engage with clients, and produce monthly service reports.

Within the reservations and booking hub, you will ensure smooth operations, manage rotas, and liaise with the car provider to monitor bookings. You will also support the events team by coordinating front-of-house staff and ensuring the event space is used efficiently.

In the 6th floor Graze restaurant and terrace areas, you will oversee catering and cleaning operations, ensuring cleanliness and supporting the catering team with logistics and building-related issues. You will also support the Level 6 catering and cleaning teams more broadly, attending monthly meetings and reporting on service performance.

Can you see yourself as the go-to person for ensuring every client interaction is seamless, polished, and memorable?

Core Skills and Attributes

• Strong leadership skills with the ability to work collaboratively
• Flexible, personable, and approachable
• Proven coaching ability and team development experience
• Calm under pressure with strong attention to detail
• Creative thinker with initiative and problem-solving skills
• Aligned with Investec's culture and values
• Clear, proactive communicator
• Able to multitask and follow through on responsibilities
• A team player across all corporate services

Desirable Experience

• Minimum 5 years' experience in front-of-house leadership (e.g. hotel or equivalent)
• Familiarity with booking and switchboard systems, both operationally and administratively
• Experience managing or understanding service contracts
• Strong written and verbal communication skills
• Proficiency in Microsoft Office, Teams, and Outlook
• Confidence in attending and leading meetings
• A collaborative mindset across all corporate service functions