Concierge Manager

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

As a Concierge Manager you will lead the transformation and ongoing delivery of a best‑in‑class Front of House and concierge service at Together’s Head Office in Cheadle. This newly created role will set the standard for colleague, client, and guest experience by creating a welcoming, professional, and secure environment that represents the organisation’s brand and values. A key focus of this role is building trust and credibility with senior stakeholders, influencing the adoption of modern service standards, and creating a culture of excellence across the Front of House team.

• Lead, manage, and develop the concierge and reception team to deliver a consistently exceptional experience.
• Design, embed, and continuously refine service standards and operating procedures.
• Ensure seamless colleague and visitor journeys from pre‑arrival to departure.
• Oversee presentation and operational readiness of reception, meeting rooms, and public‑facing areas.
• Build strong relationships with senior leaders and key stakeholders, acting as the go‑to person for Front of House matters.
• Gather feedback and convert insight into meaningful service improvements.
• Introduce hospitality‑style methodologies suitable for a corporate financial services environment.
• Develop KPIs and customer satisfaction measures to drive continuous improvement.
• Oversee visitor management, room bookings, event hosting/coordination, and Front of House operational controls.
• Act as the Front of House lead for day‑to‑day building security, ensuring a safe and secure environment for colleagues, visitors, and clients.
• Work closely with the Facilities and GTS teams to ensure access control, visitor passes, contractor sign‑in, and incident response procedures are consistently applied.
• Serve as the first point of escalation for Front of House‑related security incidents, ensuring calm management and appropriate handover to Security or Emergency Services where required.
• Support incident reporting, investigations, and post‑incident reviews relating to Front of House or public‑facing security matters.
• Ensure compliance with health & safety, GDPR, security, and internal governance standards.
• Maintain effective communication with the Facilities team and key business stakeholders.
• Train, coach, and motivate a high‑performing concierge team.

Essential:

• Proven experience managing Front of House, concierge, guest services, or hospitality operations.
• Experience influencing and building trust with senior stakeholders up to executive level.
• Demonstrable track record of raising service standards and leading cultural change.
• Strong people management and coaching capability.
• Working knowledge of visitor management systems and service reporting.

Desirable:

• Experience working in a financial service or similarly regulated environment.
• Background in customer experience design or hospitality training.
• Experience managing outsourced service partners.

• Exceptional interpersonal, communication, and stakeholder engagement skills.
• Confident, credible, and professional presence with senior leaders.
• Calm, pragmatic, and decisive approach under pressure.
• High emotional intelligence and strong judgement.
• Highly organised,…