ABOUT US
Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Across 61 offices in 38 countries, we work alongside our clients as one team with a shared ambition to achieve extraordinary results, outperform the competition and redefine industries. We complement our tailored, integrated expertise with a vibrant ecosystem of digital innovators to deliver better, faster, and more enduring outcomes. Our 10-year commitment to invest over $1 billion in pro bono services brings our talent, expertise and insight to organizations tackling today’s urgent challenges in education, racial and social equity, economic development, and the environment. Since our founding in 1973, we have measured our success by the success of our clients. We proudly maintain the highest level of client advocacy in the industry, and our clients have outperformed the stock market 4-to-1.
WHAT YOU'LL DO
Role objective
Working in a professional and friendly team you will be responsible for supporting the smooth running of our reception facilities, providing an exceptional level of customer service to both external clients and visitors, and Bainies. This is a busy and varied role involved in wider aspects of the office community and operations.
The Reception team covers three desks over ten floors in a multi-occupancy space. The team play an integral role as champions of our office space, upholding exceptional levels of service and customer care.
Key Responsibilities and Activities
VISITOR MANAGEMENT
Meet and greet clients and visitors to Bain at the ground floor building reception and direct accordingly, ensuring relevant Bain host informed of arrivalMeet and greet London and visiting Bainies on the 1st floor internal Bain receptionMeet and greet all visitors to subtenants in the building and direct accordinglyPrepare tenant visitor list for GF deskMaintain Bain’s professional standards policyManage the temporary access pass system, issuing appropriate passes to visiting Bainies, contractors etcMonitor Bainie access to the building and be responsible for adhering to access protocolsWork closely with building security and FM team to ensure access control system (passes and gates) are always fully operationalEnsure all visitors sign NDAs, the NDA log is maintained, and all professional standards principles are adhered to
SWITCHBOARD
Answer all incoming phones calls in a friendly and professional manner, ensuring correct protocol for all types of calls and directing accordingly Help with queries both globally and locally
OFFICE AND ROOM BOOKING MANAGEMENT
Working closely with the EA/MA teams and the broader office community to proactively manage and uphold agreed office booking principles whilst maximising space utilisation:
Manage office bookings using Outlook to ensure agreed booking cascade is adhered toWork with bookers to ensure space is booked when needed for the period of time needed (default being open plan seating)Promote use of room booking panels to “Check in” and “Check out” Promote good office hygiene Monitor internal room bookings with particular attention to catering requests; liaise with the Catering team where neededSupport the Client Suite team during busy periods
OPERATIONAL TEAM SUPPORT
Have good working knowledge of both FOH and OS operating model such that support and cover can be provided to those teams when required (busy periods, sickness, holiday)
LIFESTYLE SERVICES
GENERAL
Track arrival and departure of visiting Bainies for HR safety and security and finance systems Provide travel support for visiting Bainies: booking taxis and printing boarding passes Support out of hours arrivals for visiting BainiesOffer assistance with Bain reception queries, both globally and locallyAwareness of procedures in the event of a fire or other crisis for which training will be providedBuild relationships across the office, ensure you are front of mind for all FOH enquiries
The above duties are not an exhaustive list, and this role description may be subject to change, depending on current requirements within the business.
ABOUT YOU
A strong team player who is adaptable to the varied demands of the role; approachable, confident, and professional coupled with excellent demonstrated administration and customer service experience
QUALIFICATIONS
ESSENTIAL
Minimum 12 months experience in customer services/Reception roleAdvanced Microsoft Office Skills, particularly OutlookExperience of working in a demanding client driven reception or support team environment, preferably professional services focussedMinimum A level standard education
HOURS
Our Reception and Office Services desks are open from 8am – 5:30pm Monday to Friday with 2 shifts covering 8am – 4:30pm and 9am – 5:30pm a reasonable amount of flexibility is therefore required to meet business demand