Reception and Helpdesk Support Supervisor

Company description

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organisation in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the centre of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day. 

Learn more about Publicis Re:Sources and the Publicis Groupe agencies we support at publicisresources.com#LI-KM2

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Overview

Who We're Looking For: Your Profile

We are seeking a proactive, highly organised, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.

Responsibilities

Reception Management and Helpdesk Support Duties:
• To maintain a clear understanding of the daily work schedule and rota in order to carry out all assigned duties effectively.
• To answer and transfer telephone calls professionally and in accordance with Publicis telephone procedures.
• To deliver a professional, courteous welcome to all clients and guests, ensuring they are supported throughout their visit from arrival to departure.
• To maintain a clean, organised, and professional workspace at all times, free from personal belongings and clutter.
• To demonstrate a professional approach and standard of presentation at all times.
• To demonstrate flexibility across shifts, working patterns, methods, and departments, supporting the smooth running of the site and promoting Publicis values.
• To liaise with the pantry, post room, and other departments to ensure the smooth operation of reception services.
• To ensure that passes are prepared for all pre booked guests in advance of arrival.
• To keep visitors informed and updated of any delays in meeting with their host.
• To maintain up to date ‘VIP’ and key information relating to Publicis senior executives and directors.
• Maintain and regularly update all reception manuals, including procedures, building occupancy information, key responsibilities, coordinating with Security and Building Managers.
• To provide support across other Facilities service lines when required.
• To liaise with security regarding pass activation and new starter registrations.
• To assist and maintain Helpdesk service support to TVC Helpdesk Manager in conjunction with reception duties.
• To carry out any reasonable management request as required.
• To work reasonable amounts of overtime where required, subject to appropriate notice.
• To ensure full compliance with Publicis Groupe safety policies, systems, and other facilities procedures.
• Ensure both receptions have cover for any leave, sickness and coordinate with our specialist provider to provide cover.
• Fill in either Chancery Lane or Turnmill Reception to maintain in the event or holiday or sickness.
• To work flexibly across other Publicis central London locations when required.

• Every client and guest entering Reception experiences a warm, professional welcome and farewell and feels supported throughout their journey within the building.
• All pre registered guests arrive to a seamless experience, with badges prepared in advance, host contact details confirmed, and any special requirements accurately captured.
• All incoming calls via the switchboard are answered and redirected accurately within agreed service level agreements (SLAs).
• All meeting room, hospitality, and guest requests received via the shared inbox are monitored, actioned, and resolved within agreed SLAs to ensure consistent service delivery.
• Compliance with site safety requirements is maintained, with appropriate fire warden and first aider capability in place through training and readiness.

Qualifications

• Previous experience in a corporate service reception (minimum 6 months).
• Experience using meeting room booking systems, specifically Microsoft Outlook.
• Working knowledge of Microsoft Teams applications and systems.
• Excellent communication skills, with strong attention to detail.
• Strong customer focus, with the ability to understand and respond to the needs of clients and visitors.
• Ability to remain calm and professional when working under pressure.
• Self motivated, with the ability to work independently and as part of a wider team.
• Experience handling complaints while maintaining a professional, calm, and positive approach.
• Exceptional organisational and time management skills.
• Flexibility to work in line with business needs and as part of the wider Publicis team.
• A strong commitment to completing tasks to a high standard without compromising service levels or professionalism.

Additional information

This is a full-time, in-office position, Monday to Friday, with working hours from 8am to 5pm .

This role will also involve travel to our other offices in London.

We are a Disability Confident Employer and are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters and inclusive environment through our inspirational Employee Action Groups (EAGs).

We have a comprehensive benefits offering. Our full health and lifestyle benefits package will be shared with you, when you join us. In addition to key benefits like Pension, Life Assurance,  Income Protection and Private Medical, some of our other benefits are:

• Annual Leave (25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days. Birthday Day Off that can be used in your birthday month and the opportunity to Buy or Sell Holiday at the start on each year.
• Flexible Bank Holidays, you can switch the 2 Easter bank holidays for other days of your choosing. Reflection Days for time away from work to focus on what works best for you. Work your World, after completion of one year, you have the opportunity to work anywhere in the world, where there is a Publicis Groupe office, for up to 6 weeks a year.
• Help@Hand, our lifestyle and wellbeing app that supports you and your family; 24/7 Helpline, Remote GPs, Medical or 2nd Opinion, Mental Health & Wellbeing, Physiotherapy, 1-2-1 Lifestyle Coaching, Nutritional Consultations, Savings & Discounts and lots more. 
• Inclusive Policies to support you and your family including enhanced Family Leave, Disability, Carers, Transitioning at Work, Flexible Working, Menopause.
• Local discounts, restaurants & retailers in Westfield White City. Onsite Café with complimentary breakfast, a subsidised lunch menu, and an in-house barista.

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