Evening Workflow Coordinator

2 months ago

London, United Kingdom Williams Lea Full time

**Evening Workflow Coordinator**

Job title: Workflow Coordinator

**Salary**: £38,000 plus 15% shift allowance (£43,700 total)

Location: London, EC1A 1HQ

Contract: Permanent

Shifts: 37.5 hours a week, Monday to Friday, 4pm until Midnight with 30 min unpaid break

Work Model: Fully onsite due to nature of role

**Williams Lea seeks a Workflow Coordinator to join our team**

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for

**Purpose of the role**

Responsible for the intake, prioritisation and deadline management of all client submissions submitted through Presentation Services. The role requires the individual to work as part of a team, liaising closely with clients, operators and colleagues to ensure all documents are amended and delivered as agreed.

Responsible for primarily ensuring that a first class service and experience is delivered to the client at all times always taking in to account customer journey and experience as well as Williams Lea contractual SLA’s and Operational requirements.

**Key Responsibilities**
- Management of requests through client work submission portal
- Manage submission of work from clients ensuring all relevant information is captured and submitted for each request
- To act as a key client point of contact
- Estimating production times, agreeing deadlines and overall workflow management and ensuring that all instructions are clear and documented in the work ticket
- Clarifying any job-related queries before delivery to the operational team
- Carefully following the process for routing work to nearshore and offshore and ensuring the monthly targets are met
- Proactive management of all deadlines for nearshore and offshore. Obtaining regular updates from Operator and Workflow regarding document progress
- To build professional and working relationship with all clients and colleagues to promote a strong working team
- Renegotiating deadlines. Ensuring the client is communicated to at an appropriate level and frequency
- Handling all queries relating to documents from clients and Operators. Offering clients solutions to problems
- Services and requirements to conform to the Service Line Agreement (SLA) for this account
- To liaise directly with Operators, other Workflow Coordinators and Shift Managers on a regular basis to give updates on workflow, deadlines, issues and full handovers so that the client’s requirements can be effectively managed across shifts
- Maintain a productive working atmosphere, which promotes teamwork, service excellence and commitment to daily production and contractual targets

**General tasks**:

- You will be predominantly required to conduct front desk and workflow as well as utilised in operational activities
- Ad-hoc random Quality Assurance checking of team’s output
- Providing feedback on team’s operational performance to Shift Manager
- Discussing operational concerns with your Shift Manager to enable them to formally resolve
- Building strong relationships with the regional teams. Ensuring daily communication to the nearshore and offshore teams to determine any issues and agreeing resolutions
- In absence of Shift Manager, manage and escalate any serious or notable issues to incoming Shift Manager or Account Manager
- Provide shift updates upon Shift Managers return from leave
- In absence of a Shift Manager ensure all sickness calls are recorded immediately and communicated to the Shift Manager
- To follow departmental procedures as required
- Keep the front desk area tidy and clean at all times
- Undertake any ad-hoc duties as requested by Shift Manager or Senior Management

**Key Skills**
- Previous Workflow management experience essential
- Excellent customer service with a strong client focus
- Must have extensive knowledge of Word, Excel and PowerPoint O365. A theoretical knowledge of graphics production would be an advantage
- Customer focus must be at the heart of everything you do
- A friendly and helpful approach with both clients and colleagues is a must
- Experience of working in a corporate culture
- Ability to estimate DTP and Graphics requests
- Ability to work under pressure to tight deadlines
- Strong service mentality, commitment to service excellence is essential
- Empathetic to client pressures and understanding of industry demands
- Effective communication skills, both verbal and written
- Strong organisational skills
- Adaptable, flexible attitude
- Ability to work as a team, supporting your colleagues in onshore, nearshore and offshore
- Exposure to a shift environment would be beneficial

**The Package**

Private Medical Insurance, Life Insurance/Life Assurance, Company Pension, Corporate Eye Care, Personal Accident and Company Sick Pay. Additional benefits such as Dental Insurance, Gym Members

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