Front Office Client Services Administrator / Reception at Excellerate JHI

About the role

• We are looking for a highly professional, confident and organised Front Office & Client Services Coordinator/Receptionist to join our centre management team.
• This is not a traditional reception-only position.
• As one of the first points of contact for the centre, you will represent both JHI and our client in your daily interactions with tenants, customers, contractors, service providers and members of the public.
• You will therefore need to be well presented, articulate, service-orientated and comfortable engaging with people at all levels.
• Alongside front-office and customer service responsibilities, the role includes significant administrative support to the centre management team, including procurement administration, supplier liaison, leasing support, management reporting, tenant turnover statistics, correspondence and query management.
• The successful candidate must be comfortable working in a busy environment where priorities can change quickly and where excellent service must be balanced with accurate administration and follow-through.

Important working requirement:

• This position requires the successful candidate to work alternate weekends and, where required, public holidays, with an appropriate day off during the week.

What you will bring

Essential requirements

To be considered for this position, you must have:

• Grade 12 or an equivalent qualification.
• At least 3 years' relevant administrative experience in a professional environment.
• Previous experience in a customer-facing or front-office position.
• Experience operating and managing a switchboard.
• Previous experience within a retail shopping centre, property management, hospitality or similarly client-facing environment.
• Practical experience in procurement administration, including obtaining quotations, raising or processing purchase orders, supplier follow-up, tracking documentation and supporting invoice or payment processes.
• Experience liaising with suppliers, contractors and service providers.
• Strong administrative skills and a proven ability to work accurately with documentation, correspondence, records and reporting.
• Excellent spoken and written communication skills.
• Excellent telephone etiquette and a confident, professional communication style.
• Good working knowledge of Microsoft Office, particularly Outlook, Word and Excel.
• The ability and willingness to work alternate weekends and, where required, public holidays.
• Additional advantageous experience
• Preference may be given to candidates who have experience in one or more of the following areas:
• Procurement administration within a property, retail, facilities or corporate environment.
• Supplier onboarding and maintenance of supplier documentation.
• Processing purchase orders, invoices, quotations and supporting procurement records.
• Supporting leasing teams with tenant documentation, correspondence or administrative processes.
• Compiling management packs, reports or monthly operational information.
• Collecting, checking and consolidating tenant turnover or sales information.
• Assisting with contract, service provider or facilities administration.
• Working with call logging, query management, procurement or property management systems.
• Supporting centre management, facilities management or property management teams.

The profile we are looking for

You will be particularly suited to this role if you:

• Take pride in being the professional face of an organisation.
• Are confident and comfortable engaging with customers, tenants, executives, contractors and service providers.
• Communicate clearly, professionally and diplomatically, including when dealing with complaints or difficult situations.
• Have a naturally service-orientated approach and enjoy helping people.
• Have strong administrative discipline and are comfortable working with quotes, purchase orders, invoices, supplier documentation and reporting information.
• Are organised, methodical and attentive to detail.
• Understand the importance of maintaining accurate records and following procurement and administrative processes correctly.
• Can confidently manage several priorities at the same time.
• Remain calm and professional in a busy customer-facing environment.
• Work well independently while contributing positively to a team.
• Demonstrate maturity, sound judgement, discretion and accountability.
• Take ownership of tasks and follow them through to completion rather than waiting to be reminded.

What you will be doing

Your responsibilities will include:

• Acting as a professional first point of contact for tenants, customers, contractors, visitors and members of the public.
• Receiving and managing walk-in, telephonic and written enquiries and complaints.
• Providing accurate information and assisting visitors with centre-related enquiries.
• Managing front-desk reception and switchboard duties.
• Receiving tenant queries and ensuring they are directed to the appropriate team member.
• Logging requests and complaints on the Call & Query System.
• Monitoring outstanding matters and proactively following up where responses have not been received within agreed timelines.
• Taking and accurately relaying messages to centre management and operational teams.
• Maintaining up-to-date tenant, emergency and other relevant contact information.
• Assisting Security, Cleaning, Parking and other contractors with queries and requests.
• Liaising professionally with suppliers, contractors and service providers.
• Assisting with procurement administration, including obtaining quotations, preparing or processing purchase orders, maintaining supporting documentation and following up with suppliers.
• Assisting with invoice documentation and ensuring relevant procurement records are complete and submitted correctly.
• Maintaining procurement-related records, trackers and filing where required.
• Managing meeting room and auditorium bookings, where applicable.
• Coordinating wheelchair bookings, where applicable.
• Preparing and distributing tenant communications and circulars, including communication relating to service interruptions such as lifts or air-conditioning.
• Making PA announcements where applicable.
• Providing general administrative and typing support to the Building Manager and centre management team.
• Receiving, sorting and distributing post and correspondence.
• Supporting the leasing team with administrative requirements and tenant documentation.
• Assisting with the compilation of management packs and monthly reports.
• Collecting, checking and compiling tenant turnover statistics.
• Supporting other members of the centre management team as required.

What success looks like in this role

Success in this position means that:

• Visitors and tenants receive a consistently professional and welcoming experience.
• Queries and complaints are handled confidently and followed through.
• Suppliers and contractors receive clear, professional communication.
• Procurement administration is accurate, well documented and completed within required timelines.
• Communication is clear, accurate and professional.
• Administration and reporting are completed accurately and on time.
• The reception and front-office environment consistently reflects the professional standard expected by JHI and our client.
• Centre management can rely on you to take ownership, follow through and support the wider team.