Concierge Team Leader

ROLE: Concierge Team LeaderHOURS: 40 hours a weekLOCATION: NESO - London

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Concierge Team Leader who is passionate about creating exceptional workplace experiences and thrives in dynamic environments where no two days are the same. You will be the face of our workplace, delivering seamless front-of-house services and ensuring every customer interaction is warm, professional, and memorable. You will manage daily operations across reception, helpdesk, conference areas and shared workspaces, driving continuous improvement across NESO.

Role Responsibilities:

-Deliver a professional meet-and-greet service, setting the standard for customer service and acting as a role model for the London Concierge team.

-Lead, guide, and support the Concierge team on a day-to-day basis, maintaining high standards of service, professionalism, and workplace presentation.

-Champion NESO workplace etiquette, ensuring the team consistently demonstrates and promotes appropriate behaviours within shared spaces.

-Act as a one-stop point of contact for escalated customer queries across reception, hospitality, events, and helpdesk services.

-Manage meeting rooms, AV setups, and floor plate standards, coordinating the team to ensure spaces remain fully functional and presentation-ready.

-Oversee shift allocation and absence cover, ensuring service continuity at all times.

-Monitor, manage, and support the closure of helpdesk tickets.

-Provide day-to-day guidance, support, and performance oversight for the London Concierge team, reporting successes, trends, and improvement areas to the Concierge Manager.

-Take a proactive approach to improving processes and service standards.

-Lead by example, championing Mitie values, maintaining strong team morale, and supporting onboarding, coaching, and ongoing team development.

Previous experience in a front-of-house or customer service role within a corporate setting, ideally with supervisory responsibilities.

-Proven ability to lead a small team, including day-to-day guidance, shift adjustments.

-Ability to manage priorities in a fast-paced environment and take ownership of service delivery.

-Strong interpersonal and communication skills, with the confidence to handle escalations and lead by example.

-High standards of personal presentation and professionalism

-Proficient in Microsoft Office and general IT and helpdesk systems.