Purpose
The Front of House (FOH) Team Lead is responsible for managing and monitoring the daily operations of the front of house team, ensuring that all services are provided consistently and efficiently, and in accordance with the client and service partner vision and guidelines. Customer satisfaction is key, and you will form excellent relationships with occupiers and stakeholders, keeping them updated while ensuring your team are meeting their requirements and requests.
Working with the FOH team, you will optimise the efficiency and productivity of the FOH services; constantly looking to improve ways of working and role modelling the required behaviours in all your dealings with the Client and the Occupiers. You will be responsible for the day to day performance management of the team, ensuring that they have clear objectives which are monitored and assessed regularly. Where poor performance exists, you will give appropriate feedback and support to enable individuals to make the required improvements. Your purpose will be to develop and lead a reliable, high performing and proactive FOH team who enhance the reputation of Apex and who are constantly striving to be "best in class".
Principal Accountabilities
* Driving performance excellence amongst your team on the front desk, to ensure that customer service is delivered consistently and efficiently, wherever possible exceeding the expectations of all occupiers and visitors.
* Ensuring a warm Ethos Farm welcome is provided to all occupiers, visitors and stakeholders to the building, creating a personal and memorable impression.
* Training and encouraging the team to build and maintain excellent relationships with occupiers, service partner and client teams; managing two-way communications to improve standards and service.
* Overseeing the prompt resolution of any operational issues, occupier feedback, issues or requests and ensuring that wherever necessary lessons learned are documented and escalated as necessary.
* Sharing relevant operational information with the FOH team to enable them to provide appropriate support to all key contacts, including the General Manager (who isn't on site every day)
* Ensure that all the appropriate and relevant Ethos Farm SOP's are updated as required and that staff receive regular training on any changes
* Manage the FOH team to provide support for contractors/engineers as required, including issuing keys, updating progress logs, and providing regular reporting and being the day-to-day key point of contact within the building/at the site
* Lead on property viewings and support the marketing efforts of the asset as well as providing assistance as needed to the GM the Regional Manager
* Setting the highest standards for personal presentation and professionalism and ensuring that all times these standards are maintained by the FOH team
* Managing the implementation of any training relevant to the FOH operation and following up to check for understanding
Decision Making
* Pro-actively managing on-site issues and encourage the team to be solutions focused at all times
* Seek to develop a culture of continuous improvement on site, ensuring that communication is clear and the team are always solutions focused in their dealings with Occupiers and partners on site
* Revert to the Regional Manager for support and advice if in doubt about the right course of action in any difficult situation
About Ethos Farm
We're award-winning specialists in Employee Experience and Customer Experience, providing consultancy services, learning, people solutions and innovation, data & insights globally.
We work with leading brands across sectors including aviation, retail, rail and real estate, to cultivate and nurture thriving cultures and to overcome some of their most complex challenges.
Our purpose is to cultivate extraordinary experiences for employees, customers and clients.
We take pride in the fact that we're always making a difference and adding value. This means that we go above and beyond to provide our customers, clients, and our colleagues with an exceptional experience.
Our values are:
* We work together - We deliver the best for our clients, customers and each other.
* We deliver extraordinary service - We inspire and leave a brilliant impact.
* We see opportunity - We find solutions to exceed expectations.
* We are inclusive and kind - We value the contributions and part we all play.
* We have fun - We raise smiles and love what we do.
Benefits
At Ethos Farm, our colleagues are at the centre of everything we do. We are committed to their wellbeing and invest in a comprehensive range of benefits and wellness initiatives designed to support physical, mental, and financial health, supporting both personally and professionally. Some of our benefits include;
* Wagestream
* Perkbox
* Medicash
* Award winning BUPA Employee Assistance Programme
* L&C Mortgages offering our colleagues exclusive access to a comprehensive range of mortgage
Knowledge, Requirements & Skills
* Excellent Customer Service skills are essential as this role will require communication and interaction across multiple service lines
* A minimum of 2 years previous Supervisory/Management experience is essential, preferably in a service industry. Building and/or Facilities management experience would also be beneficial
* Computer literacy is necessary for basic communications and reporting (Word, Powerpoint & Excel)
* Social Media management - creation of engaging digital content for social media would also be desirable
* Excellent written and spoken English with demonstrably strong communication skills to inspire and lead the FOH team with enthusiasm and sufficient professional gravitas
* Flexibilty to work at other L&G sites in the London area if required to suit the needs of the wider business
* Experience of managing the delivery of both large and small scale events within the building and the local community, working with the team to foster engagement and create social value
Job Types: Full-time, Permanent
Pay: Up to £37,500.00 per year
Experience:
* Cus: 2 years (preferred)
Work Location: In person
Application deadline: 10/10/2025