Welcome Host FTC - Edinburgh
About the Team
PricewaterhouseCoopers has been voted by its people as one of the top 5 Best Big Companies to work for in the Sunday Times Survey, the highest ranking among professional services firms.Forming part of the Internal Firms Services (IFS), Workplace & Secretarial Services are responsible for delivering a full range of support services to our clients and internal staff on a daily basis. The services we provide help our internal customers to manage and maintain the firm’s business and its client base.
About The Role
As a member of the Welcome Team you play an integral role in helping us move towards our goal of creating the iconic firm. You will act as the first point of contact to our clients and help staff and clients to get the best from the services we provide, ensuring that when someone enters a PwC building, the experience they receive is like no other. The Welcome Team will always go the extra mile to ensure client and customer satisfaction.Reporting to the Office Manager, you will be part of a larger customer service delivery team, who provide exemplary, seamless customer service by working and pulling together as one.
This role is a 6 month fixed term contract, with possible full time permanent position thereafter, based in Edinburgh.
Main Responsibilities Will Include:
Welcome - To ensure that PwC’s unique ‘Welcome’ concept, which sets the firm apart from other organisations, is maintained.
Hotelling - To provide a professional service and support to all clients / customers using the PwC Hotelling office areas, via the service desk and through regular floor-walking.
Meeting Rooms – To coordinate and furnish 6 meeting rooms with catering, refreshment and equipment provisions for approximately 80 meetings per week, maintaining a sufficient supply of refreshment stock and ensuring all meeting rooms are clean and tidy prior to each meeting.
Welcome / Client Contact:
First point of contact for all external clients, issuing security passes, locating and notifying host, keeping client informed.
Maintaining a professional image and ensuring the Welcome desk, client meeting suite, internal meeting rooms and breakout areas are kept clean and tidy.
Ensuring PwC display stands are kept fully stocked with relevant, up-to-date publications.
Dealing appropriately with all faxes, mail and packages delivered to reception.
Liaising closely with landlord security teams to ensure consistency of standards and a professional image are maintained across the Welcome areas.
Ensuring the firms security procedures are adhered to.
Escorting visitors/guests to rooms
First point of contact for staff members in hotelling areas and assisting users with the booking procedure (e.g. check-in to workstations, use of AOS kiosks, etc).
Ensure availability of workstations and associated support in the office when required.
Ensure desks not currently in use are correctly cleared as per the firm’s clear desk policy.
Constant review of workspace utilisation in line with both growth and decrease in staff numbers, advising the Office Manager of the situation and recommending changes.
Ensure all AOS kiosks and associated equipment are in good working order. Report any faults as necessary.
Monitoring of new joiners and ensure all is in place before they join.
Maintenance and running daily, weekly and monthly records of the hotelling booking system.
Managing the meeting room database, prioritising meetings, monitoring room usage and providing reports.
Meeting room maintenance - checking and clearing rooms on an ongoing basis, cleaning all dirty dishes, ensuring that rooms are correctly laid out and are clean / presentable prior to each meeting.
Prepare refreshments for meeting rooms and place refreshments/catering in rooms.
Maintaining a clean supply of crockery and refreshment provisions and ensuring the kitchen area is kept clean and tidy.
Checking and co-ordinating hospitality refreshment and catering arrangements.
Ensuring meeting rooms are stocked correctly with stationery, mints and tissues.
Other / General Duties:
Allocation of storage and maintenance of storage records.
Assisting with staff queries both in person and on the telephone, e.g. alterations to reservations.
Performing any ad-hoc “event-driven” duties as and when appropriate.
Providing training to new joiners as part of their Induction process, including Clear Desk Policy.
Providing cover for other PwC Welcome and Service Solutions team members and Infrastructure & Procurement (I&P) team members as necessary (this may include other buildings within the area, where applicable).
Developing and maintaining an awareness of staff and their needs.
Being proactive in bringing forward to I&P Management ways for making things easier for staff.
Production of appropriate e-mails for reporting issues/problems.
Liaison and follow-up with appropriate contacts on the resolution of problems (e.g. cleaners, vending, etc), escalating unresolved problems where necessary
In this role you will constantly move around the office floor to provide the required service.
Standard working hours are 37.5hrs per week, with hours based on the following rotational shift pattern:
08:00 – 16:30
08:30 – 17:00
09:30 – 18:00
Staff and client events may sometimes require these hours to be extended or changed (e.g. begin at 7am / end at 8pm). You may also be required to travel to and support the other Scottish offices in Glasgow and Aberdeen on an ad hoc basis.
Essential Skills & Experience
Previous customer service experience
Familiarity with IT
Excellent communication skills
Excellent eye for detail
Strong team player
Able to make decisions on your own
Able to prioritise workload and work to deadlines
Able to work using own initiative
Able to multi-task