Front of House Team Leader

6 months ago

London, United Kingdom Williams Lea Full time

Front of House Team Leader

**Salary**: £35,000 plus company benefits

Location: London

Contract: Full Time, Permanent

Shifts: 40 hours per week, Monday - Friday, 8.30am to 5.30pm

Work model: On-site

Williams Lea seeks a Front of House Team Leader to join our team

Williams 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, who 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 role

A Front of House Team Leader 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. The team leader 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.

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 responsibilities

This role includes but is not limited to
- Client management
- Maintain reports and compile data in preparation for month-end financial duties and Account Review Report
- Responsible for customer relations including customer feedback plan, client surveys and gathering regular feedback on performance
- Foster a customer service environment and ensure that all processes reflect this, and all staff are appropriately trained
- Seeking out opportunities with the client to improve the service and add more value, and develop proposals to add on additional Williams Lea services

Staff management
- Responsible for front line HR activity such as managing attendance, undertaking investigations, disciplinary and recognition initiatives
- Develop a strong, cohesive, well-informed, multi skilled and well-trained work team. Ensure proper resolution of all issues are brought forward by employees
- Responsible for shift patterns and coverage including managing sicknesses and holiday absence
- Initiate recruiting process. Train and develop all Williams Lea staff using individual career paths supported by personal development plans

Operations
- Ensure that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improved
- Oversee the work of the Williams Lea staff serving as their mentor. Monitor and ensure staff compliance with established procedures i.e. operational process, quality control procedures, conduct, attire, performance and attendance
- Ensure all financial and budget processes and controls are managed and adhered to in line with company policies and procedures
- To actively participate in all on site Health and Safety audits and assessments
- To oversee the onsite Health and Safety co-ordinator to ensure the site is fully compliant

Personal Attributes:

- Customer focused, with experience in staff management in a customer service environment
- Self-motivated, with the ability to lead by example
- Well presented with a professional manner
- Flexible and dependable, able to take the initiative
- Able to prioritise, problem solve and deliver under pressure
- Excellent computer skills, including familiarity with MS Word, Excel and PowerPoint
- Quick learner
- Effective communicator at all levels, both written and oral

Rewards 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- Salary sacrifice schemes, retail vouchers - including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.- Life Assurance- Private Medical Insurance- Dental Insurance- Health Assessments- Cycle-to-work scheme- Discounted gym memberships- Referral Scheme

You 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 prospects

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