Multi Services Team Leader

4 weeks ago

Edinburgh, United Kingdom Williams Lea Full time

Multi Services Team Leader

Job title: Multi Services Team Leader

**Salary**: £28,000 per annum

Location: Multrees Investor Services - 3rd Floor, 40 Princes Street, Edinburgh EH2 2BY

Contract: Permanent, full time

Hours: 37.5 hours per week

Shifts: Monday through Friday 8:30am-5:00pm or 9:00am-5:30pm

Break details: 1 hour unpaid lunch

Work Model: In person

Williams Lea seeks a Multi Services Team Leader 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:
You will be working as part of a five star team - managing the daily tasks and providing exceptional customer service, administrative support, and hospitality to our client.

The Multi Services Team Leader maintains and is accountable for a high level of health and safety within the Intelligent Office service areas in line with policies and procedures from the Health and Safety Committee, helping clients and customers to achieve their Health and Safety targets.

You will provide exceptional customer service during every interaction with the client as proactively demonstrating and living the company values and behaviours are all key elements of this role.

Key Responsibilities

Customer and client management
- Maintaining reports and compiling data in preparation for month-end financial duties and Account Review Reports
- Working with the Business Services Manager on developing and maintaining excellent customer relations including customer feedback plan, client surveys and gathering regular feedback on performance
- Fostering a customer service environment and ensuring that all processes reflect this, and all staff are appropriately trained
- Working with the Business Services Manager to seek out opportunities to improve the service and add value, and develop proposals for additional Intelligent Office services
- Participating in the account management programme including attending account review meetings and head of department or client team meetings as required

Staff management
- Keeping up to date with current and developing industry related policies, including the development of IT and equipment solutions relevant to our service areas
- Promoting and participating in Williams Lea initiatives such as best practice development and implementation, Above & Beyond Awards and staff recognition schemes
- Attending our annual leadership conference and engaging in the personal development activities
- Any other reasonable request made by Williams Lea management or the client

Team Responsibilities
- Directly supervising the multi services team, tracking all aspects of performance, and giving regular feedback to the Business Services Manager
- Ensuring the multi services team are meeting and exceeding filing SLAs
- Obtaining and maintaining a full understanding and training of assistant tasks and responsibilities
- Providing support to the teams with all service area responsibilities including completing assistant tasks and duties as and when required
- General
- Collecting and inputting monthly reporting information
- Ensuring all paperwork and tracking sheets are correctly completed and recorded
- Compliance is required at all times with Williams Lea corporate standards
- All other duties as assigned by the Business Services Manager or client
- To be aware of the day-to-day health and safety requirements surrounding working area
- To immediately raise any health and safety concerns to your Manager
- To participate in any on site health and safety audits or assessments
- Any other reasonable request made by your Line Manager

Personal Specification
- Exemplary level of customer focus, with demonstrable experience in staff management in a customer service environment
- Well presented with a professional manner
- Developing a strong, cohesive, well-informed, multi skilled and well-trained team. Ensuring proper resolution of all issues are brought forward by employees
- Responsible for shift patterns and coverage including managing sickness and holiday absences
- Initiating and carrying out elements of the recruitment process. Inducting, training, and developing all Williams Lea staff using individual career paths supported by Personal Development Plans
- Managing Williams Lea staff in a manner which builds mutual trust and respect, high motivation, personal accountability and team participation
- Completing monthly Continuous Feedback meetings with all direct reports, including review of dashboards, training plans and performance feedback
- Providing daily real time feedback to direct reports

Operations
- Managing a structured and efficient workflow for all service areas within your remit including incoming & outgoing mail, operating the switchboard, meeting room management, printing & scanning and booking

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