Part Time Receptionist jobs in East London

Job Title: Client Engagement Coordinator

Location: The Refinery Mayfair

Contract: Part Time, Permanent

Hours of Work: 14-20 hours per week
(any 2 days in 7, shifts vary between the hours of 8.30am-7pm weekends are required)

Department: Front of House and Reservations

Reporting to: Client Engagement Manager

The Refinery is a pioneer in luxury hair and beauty and has developed a reputation as the ultimate destination for gentlemen’s hair and beauty services.

From the beginning, we have endeavoured to provide the most innovative techniques, progressive therapies, excellent customer service, and worlds’ finest salon brands, all whilst maintaining an enduring devotion to tradition, perfecting the artistry behind the ancient beauty practices that have stood the test of time.

To continue our pursuit, we ensure we recruit those who value and embody our ethos of delivering excellence-in-service.

Code of best practice:

Act as an ambassador of a world-class destination and deliver our treatments in accordance with the Standard Operating Procedures to ensure guests receive the expected and desirable level of customer service through a sincere approach of professionalism, valuable parting of knowledgeable advice, unsurpassed quality of delivery and genuine attention to customer fulfilment and experience.

Customer Service

· Deliver consistent world class service to all clients, visitors and internal customers.

· Promote a professional, yet warm and genuine service culture.

· Deliver service with a personal and adaptable style relating to each individual client.

· Build positive relationships with clients, recognizing them by name where appropriate, with detailed knowledge of all VIP, regular and PR clients.

· Ensure the customer challenge process is followed without fail in a timely and professional manner with the upmost discretion.

· Deliver a seamless customer journey through ensuring all processes have been followed with attention to detail and follow up.

· Update clients’ details and ensure all relevant data and information is stored securely and accurately.

· Use own initiative to deal with client requests and continually strive to exceed expectations wherever possible.

Communication

· Ensure clear and concise communication with the salon and wider the business.

· Maintain the highest of standards when communicating internally and externally through written or verbal mediums.

· Uphold an ‘Open to Change’ attitude reflecting the fast-paced nature of the business.

· Work with pride in self, department and business at all times.

· Take a proactive approach to personal development feeding back personal training needs.

· Attend and input into daily briefing meetings for reception team.

· Utilise all internal communication tools effectively including the Intranet, meetings, briefs etc.

· Maintain an appropriate, professional and friendly communication style.

· Uphold a positive approach to any internal issues, feeding back in a detailed, professional and objective manner.

Operations & Sales

· Ensure all working environments are maintained to the highest standards.

· Offer ideas and suggestions to improve processes and procedure to enhance the clients experience and improve efficiency.

· Deliver excellent product knowledge to our customers, engaging with our clients at every opportunity to introduce them to our retail ranges.

· Proactively promote our retail ranges to clients carrying out demonstrations.

· Maintain individual client lists, regularly managing to support in achieving individual sales targets and provide enhanced customer relationships.

· Generate increased sales through repeat bookings, product sales, long standing bookings and any other opportunities to clients to increase sales and service.

· Regularly update client details cards in a clear and concise manner.

· Regularly complete department maintenance checks as required.

· Demonstrate knowledge of Salon financial performance understanding the role of the reception in the company’s success

· Use opportunities to increase sales and client loyalty whenever appropriate.

· Demonstrate thorough knowledge of the Premier Spa system and share knowledge effectively.

· Ensure all sales are processed accurately, following set guidelines and procedure.

· Communicate required reception reports daily / weekly / monthly etc.

· Follow all Health & Safety processes.

· Offer repeat bookings, product sales, long standing bookings and any other opportunities to clients to increase sales and service.

· Show commitment to personal development building knowledge on all company policies and procedures.

Person Specification:

Essential Key Competencies

· Minimum of 2 year previous reception, call centre or retail experience

· No qualification essential, but candidates will be tested for competence in numeracy and written/verbal English skills, customer challenge role play

· Ability to demonstrate excellent telephone skills

· Experience of taking the initiative and taking a positive and practical approach to problem solving

· Good command of English is essential, foreign languages desirable but not essential

· Possess excellent literacy and numeracy and written and verbal communication skills

· Experience and ability of sales and promotions

· Demonstrate attention to detail and time management

· Strong team working skills, able to work to shared objectives and procedures.

· Knowledge of Microsoft Office

The Ability to Demonstrate:

· Consistently deliver exceptional standards of personal grooming, representing The Refinery brand to the highest of standards.

· Display an energetic, yet considered style and approach.

· Ensure company policy is followed in relation to sickness, holiday, punctuality etc.

· Demonstrate a proactive, solution focused approach to any issues.

· Display a self-aware attitude, taking into account personal body language, tone of voice, communication style etc.

· Remain fully informed on all of the brands we retail and services we offer.

· Take a keen interest in the competition and general service industries.

· Take an enthusiastic approach to researching the beauty industry.

Desirable

· Mathematics and English GCSE grade C or higher or equivalent

· Experience in working in a salon call centre/reception environment

· Previous high end beauty brand knowledge

· Previous salon reservation system experience i.e. Premier Spa, I-Salon, Shortcuts

· Conversant in language/s other than English especially French

Personal Positive Attributes

· Professional and pro-active attitude

· Possess cultural awareness and sensitivity

· Demonstrate sound work ethics

· Commitment to best practice in customer service

· Calm, patient and polite manner

· Proactive and flexible approach to work

· Ability to work well within a team and also under own initiative

· Ability to manage workload unsupervised

· Committed to providing excellent customer care

· Accuracy and attention to detail

· Quick to learn

· High expectations of self and others

· Attention to detail

· Able to cope under pressure

· Respect towards colleagues and management

· Trustworthy

Job Type: Part-time

Pay: From £12.71 per hour

Ability to commute/relocate:

• London W1K: reliably commute or plan to relocate before starting work (required)

Work Location: In person