Senior Guest Services Agent (m/w/d)

Latham & Watkins is a global law firm consistently ranked among the top firms in the world. The success of our firm is largely determined by our commitment to hire and develop the very best and brightest, creating a team that provides our clients with the highest quality of work and service.

We are driven by our core values: respect, innovation, and collaboration.

The Workplace Experience 24/7 team at Latham & Watkins is dedicated to providing exceptional remote customer service support to all of the Latham & Watkins locations worldwide. The team offers a variety of support to clients and personnel who require assistance with reception, facilities, conference rooms, emergency notifications, and travel arrangements.

Available around the clock, the team offers high-touch, knowledgeable, proactive, and consultative assistance to our clients, attorneys, paralegals, and staff.

Utilizing a customer interaction system, the Senior Guest Services Agent will deliver high-quality, knowledgeable, and consultative customer service and administrative support for workplace experience-related tasks. This role will be located in either our Manchester, Frankfurt, or Munich office.

Please note that this role may be eligible for a flexible working schedule that allows for a hybrid and in-office presence. The schedule for this position is generally 9:00 am - 6:00 pm on Monday - Friday, although the Senior Guest Services Agent may occasionally be required to work flexible hours.

Other key responsibilities include:

1. Curating workplace experiences to ensure internal and external clients feel valued, part of the community, and consistently impressed by the level of service
2. Managing and transferring incoming calls to the appropriate departments or personnel
3. Answering calls for a global team, covering the US and the EMEA region
4. Manage requests for visitor spaces, ensuring proper coordination and availability
5. Handling bookings for conference rooms, ensuring all requirements are met and rooms are prepared as needed
6. Providing high-touch customer service to all visitors and guests
7. Contributing to a team environment where all agents equally take ownership of department tasks and responsibilities
8. Ensuring cross-departmental collaboration to guide inquiries to the appropriate resources

We'd love to hear from you if you:

1. Possess exceptional customer service skills with the intention to go above and beyond for every request
2. Demonstrate strong technical proficiency
3. Display the ability to assess situations and take action without the direction of others

And have:

1. Fluency in both German and English
2. Relevant workplace experience, receptionist, technology, hospitality, or inbound customer service call centre experience
3. Administrative experience and familiarity with professional services organizations

Successful candidates will not only be provided with an outstanding career opportunity and welcoming environment, but will also be provided with a generous total compensation package with bonuses awarded in recognition of both individual and firm performance. Eligible employees can participate in Latham's comprehensive benefit program which includes:

1. Pension plan
2. Travel and meals allowance
3. Disability insurance, personal accident insurance & life assurance
4. Professional development programs
5. Wellness programs (e.g. membership to HeadSpace, access to mental health services, well-being events, etc.)
6. Sport courses and training
7. And more!

Additionally, we have a range of diversity programming including Global Affinity Groups. These groups provide a firmwide platform to share experiences and advice as well as an opportunity to participate in a supportive network with common interests to help make life at the firm even better.

Latham & Watkins is committed to diversity, equal opportunity, sustainability, and pro bono legal services. We draw from a remarkable wealth of talent to create one of the world's leading law firms, and advance these commitments through the work of our Global Citizenship department.

Our lawyers, paralegals, and professional staff worldwide comprise a rich mixture of different races, ethnic backgrounds, religions, sexual orientations, cultures, and primary languages. Our diversity makes us who we are.