Receptionist - London

ABOUT US

Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 61 offices in 38 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.   

WHAT YOU'LL DO

Role objective

Working in a professional and friendly team you will be responsible for supporting the smooth running of our reception facilities, providing an exceptional level of customer service to both external clients and visitors, and Bainies. This is a busy and varied role involved in wider aspects of the office community and operations.

The Reception team covers three desks over ten floors in a multi-occupancy space.  The team play an integral role as champions of our office space, upholding exceptional levels of service and customer care.

Key Responsibilities and Activities

VISITOR MANAGEMENT

• Meet and greet clients and visitors to Bain at the ground floor building reception and direct accordingly, ensuring relevant Bain host informed of arrival
• Meet and greet London and visiting Bainies on the 1^st floor internal Bain reception
• Meet and greet all visitors to subtenants in the building and direct accordingly
  1. Prepare tenant visitor list for GF desk
• Maintain Bain’s professional standards policy
• Manage the temporary access pass system, issuing appropriate passes to visiting Bainies, contractors etc
• Monitor Bainie access to the building and be responsible for adhering to access protocols
• Work closely with building security and FM team to ensure access control system (passes and gates) are always fully operational
• Ensure all visitors sign NDAs, the NDA log is maintained, and all professional standards principles are adhered to

SWITCHBOARD

• Answer all incoming phones calls in a friendly and professional manner, ensuring correct protocol for all types of calls and directing accordingly 
• Help with queries both globally and locally

OFFICE AND ROOM BOOKING MANAGEMENT 

Working closely with the EA/MA teams and the broader office community to proactively manage and uphold agreed office booking principles whilst maximising space utilisation:

• Manage office bookings using Outlook to ensure agreed booking cascade is adhered to
• Work with bookers to ensure space is booked when needed for the period of time needed (default being open plan seating)
• Promote use of room booking panels to “Check in” and “Check out” 
• Promote good office hygiene  
• Monitor internal room bookings with particular attention to catering requests; liaise with the Catering team where needed
• Support the Client Suite team during busy periods

OPERATIONAL TEAM SUPPORT 

Have good working knowledge of both FOH and OS operating model such that support and cover can be provided to those teams when required (busy periods, sickness, holiday)

LIFESTYLE SERVICES

• Manage bookings and appointments for therapists 
• Advertise Lifestyle Services to the office 

GENERAL

• Track arrival and departure of visiting Bainies for HR safety and security and finance systems 
• Provide travel support for visiting Bainies: booking taxis and printing boarding passes 
• Support out of hours arrivals for visiting Bainies
• Offer assistance with Bain reception queries, both globally and locally
• Awareness of procedures in the event of a fire or other crisis for which training will be provided
• Build relationships across the office, ensure you are front of mind for all FOH enquiries

The above duties are not an exhaustive list, and this role description may be subject to change, depending on current requirements within the business.            

ABOUT YOU

A strong team player who is adaptable to the varied demands of the role; approachable, confident, and professional coupled with excellent demonstrated administration and customer service experience 

• Team orientated but with the self-motivation to work independently
• Exceptional customer service and communication skills
• Highly organised with ability to prioritise
• Ability to remain calm when working under pressure
• Meticulous attention to detail
• Friendly and approachable
• A good problem solver
• Ability to multitask
• Proactive

QUALIFICATIONS

ESSENTIAL

• Minimum 12 months experience in customer services/Reception role
• Advanced Microsoft Office Skills, particularly Outlook
• Experience of working in a demanding client driven reception or support team environment, preferably professional services focussed
• Minimum A level standard education

HOURS 

Our Reception and Office Services desks are open from 8am – 5:30pm Monday to Friday with 2 shifts covering 8am – 4:30pm and 9am – 5:30pm a reasonable amount of flexibility is therefore required to meet business demand