Better places, thriving communities.
ROLE: Concierge Team Leader
HOURS: 40 hours a week
LOCATION: 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:
1. Deliver a professional meet‑and‑greet service, setting the standard for customer service and acting as a role model for the London Concierge team.
2. Lead, guide, and support the Concierge team on a day‑to‑day basis, maintaining high standards of service, professionalism, and workplace presentation.
3. Champion NESO workplace etiquette, ensuring the team consistently demonstrates and promotes appropriate behaviours within shared spaces.
4. Act as a one‑stop point of contact for escalated customer queries across reception, hospitality, events, and helpdesk services.
5. Manage meeting rooms, AV setups, and floor plate standards, coordinating the team to ensure spaces remain fully functional and presentation‑ready.
6. Oversee shift allocation and absence cover, ensuring service continuity at all times.
7. Monitor, manage, and support the closure of helpdesk tickets.
8. Provide day‑to‑day guidance, support, and performance oversight for the London Concierge team, reporting successes, trends, and improvement areas to the Concierge Manager.
9. Take a proactive approach to improving processes and service standards.
10. Lead by example, championing Mitie values, maintaining strong team morale, and supporting onboarding, coaching, and ongoing team development.
Required Qualifications:
11. Previous experience in a front‑of‑house or customer service role within a corporate setting, ideally with supervisory responsibilities.
12. Proven ability to lead a small team, including day‑to‑day guidance, shift adjustments.
13. Ability to manage priorities in a fast‑paced environment and take ownership of service delivery.
14. Strong interpersonal and communication skills, with the confidence to handle escalations and lead by example.
15. High standards of personal presentation and professionalism
16. Proficient in Microsoft Office and general IT and helpdesk systems.
What's in it for you?
17. Discounts from thousands of retailers, gyms and services via MiDeals.
18. Mitie Stars recognition system
19. Cycle‑to‑work scheme and life cover up to 4× your salary.
20. Enhanced pension contributions, Save‑As‑You‑Earn and Mitie Matching Share Plan.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Divya Madaan at .