About us
The Fidelis Partnership is a leading specialty, bespoke and (re)insurance business. We have built our name on a 40-year track record of outperformance, and we continue to beat the market in our underwriting and returns. More information on The Fidelis Partnership can be found at
The Company currently writes lines of business including; specialty insurance: aviation & aerospace, energy, marine, property, terror & political violence, contingency and other specialty lines; reinsurance: property reinsurance, property retrocession, specialty reinsurance, whole account/multi-class and bespoke.
Role Overview
The Global Reception and Customer service manager
(GRCSM)
will take responsibility for setting the standard and managing reception services, meeting room management, hospitality services, visitor management and internal events.
The GRCSM will develop a training plan and SOPs for the reception team to embed a Group wide standard for all The Fidelis Partnership and Pine Walk Capital Ltd receptions, sharing best practice across all locations.
The GRCSM will take ownership of the contracts associated with the provision of food, drinks, and hospitality services to ensure high quality products combined with the best value for money for all purchases managed by Facilities.
Role Responsibilities
Team Management
* Build a professional reception team who collaborate and share best practice across all locations.
* Perform regular appraisal meetings and set structured achievable goals to promote personal development and motivate team members to take ownership of their own development.
* Develop a training plan to enhance the skill base across the team, standardise knowledge and understanding of reception services to continuously improve the quality of work.
* Recruit team members to build a stable and committed team of professional receptionists.
* Monitor and manage supply partners and permanent employee relationships to build a one team ethos.
Health, Safety, Security and Environmental Management (HSSE)
* Ensure all reception tasks are performed in a safe and controlled manner to prevent accidents or ill health including workstation assessments for each team member.
* Ensure all contractors, suppliers and associated services are registered on the relevant company security system and maintain records for future H&S management reporting.
* Using the companies preferred H&S monitoring tool, maintain reception related compliance documentation for The Fidelis Partnership, Pine Walk Capital Ltd and associated companies in line with agreed KPI's.
* Ensure all team members are trained in the relevant building H&S procedures and that each team member understands the role they play in incident management.
* Act as the Chief Fire Warden for evacuations in the 22 Bishopsgate in the absence of the Facilities management team.
* Champion the continuous commitment to The Fidelis Partnership Environmental policy by embracing green initiatives, monitoring waste, improving recycling, and procuring sustainable products and services where possible.
* Maintain the security of the premises by ensuring all relevant team members abide by the security processes in place for each building.
Front of House
* Manage the compilation of Standard Operating Procedures (SOP) for each task performed by the reception team across all locations with dedicated receptionists. Audit and test each SOP to ensure the process and guidance is clear and robust. Review SOPs on an annual basis or following any significant change.
* Ensure the reception is continually manned during office opening hours and all staff dedicated to reception are trained and perform their duties in line with Fidelis service expectations.
* Visitor Management – Ensure the FOH team are fully competent with the security arrangements and guest registration process for each UK location.
* Guest Experience – Ensure all guests are greeted on arrival in a professional welcoming manner. Monitor performance across the team to ensure guest experience is always equivalent if not better than a 5* hotel experience. Act on any failure in delivery with a focus on learning from mistakes and continual improvement.
* Meeting Room Management – A Daily check of all meeting rooms to be completed at start of the day to ensure all rooms have a clean and comfortable environment, have the relevant stationery and working AV equipment. Ensure the reception team are aware of all meetings booked daily, awareness of host details, catering requirements, the names and expected arrival time of any guests in advance.
* Mail Services – Ensure the team are managing the incoming mail and courier deliveries in a secure and efficient manner. Recipients to be notified of the delivery on the day of arrival and if not collected, the items must be kept securely locked away.
* Wellness Scheduling – Maintain an oversight of the Wellness room bookings and schedules to maximise the use of the services and ensuring therapists and equipment are facilitated efficiently. Monitor attendance data to enable management reporting on utilisation.
* Share best practice across all locations to embed the culture of high-quality service standards in all Fidelis and associated offices.
* Provide Data and MI for reporting purposes relating to reception services and tasks.
Event Management
* Produce and promote a calendar of internal staff events to encourage interaction across departments in 22 Bishopsgate.
* Manage the arrangements and execution of internal and external events at 22 Bishopsgate and the Forum in Lime Street to provide 5* service in a safe and controlled environment whilst exceeding customer expectations.
* Collaborate with the wider teams (e.g cleaning, audio/visual, catering) and external catering)
* Set up weekly event schedule and plans
* Being an ambassador for the firm on event best practices and a point of contact for consulting on event processes and general guidance.
* Set up and clear rooms, including F&B service delivery, move furniture and equipment as required in accordance with H&S and manual handling requirements.
Supplier Management
* Have a full understanding of the supplier contracts related to reception services, monitor deliverables, including budgets, KPI's, SLA's and compliance.
* Ensure regular review meetings are held with the reception suppliers to encourage a partnership approach to services with the goal of providing Fidelis with best-in-class office service across all locations.
* Oversee the schedule for cleaning, ensuring the highest standard of cleanliness is maintained throughout all areas.
* Manage reception costs to develop a clear budgeted approach for future expenses and maintain records for evidencing spend.
Skills & Experience
* Strong team leader with a focus on exceptional customer service and can-do attitude.
* Strong communication skills with the ability to interact with services staff and executives with the same professional confidence, building relationships at every level of the organisation.
* Experience in managing events (including F&B services)
* Ability to analyse a situation calmly, decide on the solution and act quickly to maintain services with minimal impact on the business.
* A natural problem solver that takes ownership of a situation and follows the solution through to conclusion.
* Very organised and proactive, with high attention to detail and excellent work ethic
* Good understanding of the Microsoft Suite (particularly Word, Outlook, Excel) and the desire to learn new systems.
* Understand basic Health, Safety and Compliance in an office environment and a willingness to continue learning and implementing best practice in the workplace.
* Adaptable and flexible in approach to work, tasks, and ad hoc requests.
* Able to work well independently and maintain a positive outlook when under pressure.
The Fidelis Partnership Ethos
Our culture is defined by our ethos. It is the foundation of who we are and the core of everything we do.
* Results – We want to be the best at the things we care about, so we focus on profitability over volume, with responsive decision-making and clear prioritised accountability.
* Innovate – We aspire to lead the market in providing the services and products our clients need, and to drive change in the broader impact our industry has on human rights, society, and environmental sustainability.
* Include – We create an environment where employees can bring their whole self to work, with open communication where everyone, irrespective of gender, ethnicity, sexual orientation or background, feels able to contribute ideas and be recognised and rewarded for their contribution
* Unite – We operate as team of individual talents that actively seeks to reflect the diversity of the societies in which we operate, giving our business the widest range of inputs and perspectives.
* Respond – We work in a business exposed to sudden shocks and changes – elemental, political, economic and human – so we remain nimble and ready for change.
Diversity, Equality & Inclusion
Our vision is for a workplace culture where differences are valued and where diversity of background, experience and thought are welcomed. We want to create an environment where all employees, regardless of who they are, are given equal opportunities for career progression and enjoy fair reward from their and The Fidelis Partnership successes. This will be driven by a workforce that embraces Diversity and Inclusion at every level, in every department across The Fidelis Partnership.