Multi Services Manager

Multi Services ManagerSalary 37650 per annum plus company benefitsLocation: Derby DE1 (with travel to Nottingham and Leicester required)Contract: 9 month Fixed Term Contract Full TimeShifts: 37.5 hours per week Monday to Friday 8.30am to 5.00pm with 1 hour unpaid lunch breakWork Model: Fully onsiteWilliams Lea seeks a Multi Services Manager to join our teamWilliams Lea is the leading global provider of skilled technology-enabled business-critical support services with long-term trusted relationships with blue-chip clients across investment banks law firms and professional services firms.Williams Lea employees nearly 7000 people worldwide provide efficient business services at client sites in often complex and highly regulated environments from centralised Williams Lea onshore facilities and through best cost company offshore locations.Purpose of roleThe role of Multi Services Manager is designed to ensure the team are providing an industry leading service with exceptional standards to the client whilst providing support to the Account Manager.This role involves working closely with the Account Manager to implement a service expansion plan for the Williams Lea services. The Manager will also develop an ongoing training programme for all Williams Lea staff on site ensuring that follow up training is provided and recorded in line with our policies.A Multi Services Manager maintains and is accountable for a high level of Health and Safety within the Williams Lea service areas in line with policies and procedures from the Health and Safety Committee helps clients and customers to achieve their Health and Safety targets.Providing exceptional customer service during every interaction with the client proactively demonstrating and living the company values and behaviours are all key elements of this role.Key responsibilitiesThis role includes but is not limited to Customer and client managementMaintaining reports and compiling data in preparation for month-end financial duties and Account Review ReportsWorking with the Account Manager on developing and maintaining excellent customer relations including customer feedback plan client surveys and gathering regular feedback on performanceProviding cover for the Account Manager during periods of annual leaveFostering a customer service environment and ensuring that all processes reflect this and all staff are appropriately trainedWorking with the Account Manager to seek out opportunities to improve the service and add value and develop proposals for additional servicesParticipating in the account management programme including attending account review meetings and head of department or client team meetings as requiredDeveloping strong cohesive well-informed multi skilled and well-trained work teamsEnsuring proper resolution of all issues are brought forward by employeesResponsible for shift patterns and coverage including managing sickness and holiday absencesInitiating and carrying out elements of the recruitment process. Inducting training and developing all Williams Lea staff using individual career paths supported by Personal Development PlansManaging Williams Lea staff in a manner which builds mutual trust and respect high motivation personal accountability and team participationCompleting monthly Continuous Feedback meetings with all direct reports including review of dashboards training plans and performance feedbackProviding daily real time feedback to direct reportsManaging a structured and efficient workflow for all service areas within your remitEnsuring that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improvedScheduling workloads and planning staff rotas to ensure productivity and efficiency is maximisedRegularly reviewing services to ensure continuous improvement of their deliveryEnsuring equipment is properly utilised and maintainedResponsible for elements of vendor and supplier performance as required including adherence to Williams Lea production standards timelines and pricing policiesEnsuring all financial and budget processes and controls are managed and adhered to in line with company policies and proceduresParticipating in cross departmental and site projectsActively participating in all on site Health and Safety audits and assessments and oversee compliance as requiredPlaying a flexible role covering for Assistants Team Leaders or Account Manager as requiredKeeping up to date with current and developing industry related policies including the development of IT and equipment solutions relevant to our service areasPromoting and participating in Williams Lea initiatives such as best practice development and implementation Above & Beyond awards and staff recognition schemesAttending our annual leadership conference and engaging in the personal development activitiesAny other reasonable request made by Williams Lea management or the clientDirectly supervising the Multi Services team tracking all aspects of performance and giving regular feedback to the Account ManagerEnsuring the Multi Services team are meeting and exceeding filing SLAsObtaining and maintaining a full understanding and training of assistant tasks and responsibilitiesProviding support to the teams with all service area responsibilities including completing assistant tasks and duties as and when requiredCollecting and inputting monthly reporting informationEnsuring all paperwork and tracking sheets are correctly completed and recordedCompliance is required at all times with Williams Lea corporate standardsAll other duties as assigned by the Account Manager or clientTo be aware of the day-to-day health and safety requirements surrounding working areaTo immediately raise any health and safety concerns to your Manager or Team LeaderTo participate in any on site health and safety audits or assessmentsPersonal attributesExperienced in managing a teamExemplary level of customer focus with demonstrable experience in staff management in a customer service environmentWell presented with a professional mannerFlexible computer literate and a quick learnerConfident effective communicator at all levels both written and oral with excellent writing and numeracy skillsHands on team workerHigh degree of attention to detail ability to retain high levels of concentration in a busy working environmentRewards and Benefits:We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being we offer a comprehensive benefits package including but not limited to:25 days holiday plus bank holidays (pro-rata for part time or fixed term roles)Salary sacrifice schemes retail vouchers including our TechScheme which can be used on a range of gadgets such as Smart TVs laptops and computers or household appliances.Life AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral SchemeYou will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable challenging and rewarding career with future career development prospectsEquality and DiversityThe Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age disability gender reassignment marriage and civil partnership pregnancy and maternity race (which includes colour nationality and ethnic or national origins) religion or belief sex or sexual orientation (each of these being a protected characteristic in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness fairness and transparency.If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at .View our Privacy Notice Experience:Manager Key Skills Guest Relations,Administration Support,Brand Communications,Jboss,Entry Level Finance,Analytics Employment Type : Full-Time Experience: years Vacancy: 1