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Service Management Team Lead
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Williams Lea is seeking a highly skilled and experienced Service Management Team Lead to oversee the operations of our Cardiff-based office. As a key member of our team, you will be responsible for managing day-to-day services, including Print Room, Mail Room, and Front of House Services.
Key Responsibilities- Customer and Client Management
- Develop and maintain excellent customer relations, including customer feedback plans, 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.
- Staff Management
- Develop strong, cohesive, well-informed, multi-skilled, and well-trained work teams.
- Induct, train, and develop all staff using individual career paths supported by Personal Development Plans.
- Service Delivery
- Oversee all aspects of the print room, mail room, and front of house and coffee shop service, including event management.
- Manage a structured and efficient workflow for all service areas within your remit.
- Financial Management
- Ensure that all financial and budget processes and controls are managed and adhered to in line with company policies and procedures.
- Communication and Collaboration
- Participate in cross-departmental and site projects.
- Play a flexible role covering for assistants, team leaders, or Account Manager as required.
- Exemplary level of customer focus, with demonstrable experience in staff management in a customer service environment.
- Flexible, computer literate, and a quick learner.
- Confident, effective communicator at all levels, both written and oral, with excellent writing and numeracy skills.
- Excellent time management and organizational skills.
- Ability to carry out delegated functions/tasks/projects.
- High level of confidentiality in management of staff.
- Strong administration skills and fully conversant with Microsoft packages such as Word and Excel.
