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Service Management Team Lead
2 months ago
Job Title: Service Management Team Lead
Job Summary:
Williams Lea is seeking a highly skilled 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:
- Manage a team of 6 direct reports, providing guidance, support, and regular feedback to ensure they meet and exceed performance expectations.
- Develop and implement strategies to improve customer satisfaction, service levels, and operational efficiency.
- Collaborate with the Account Manager to develop and maintain excellent customer relationships, including customer feedback plans, client surveys, and regular performance reviews.
- Ensure all staff are properly trained and equipped to provide exceptional customer service, adhering to Intelligent Office corporate standards.
- Participate in cross-departmental and site projects, contributing to the development of IT and equipment solutions relevant to our service areas.
- Manage vendor and supplier performance, ensuring adherence to Intelligent Office production standards, timelines, and pricing policies.
- Oversee all aspects of the print room, mail room, and front of house services, including event management, and ensure all service levels agreed with the client are achieved and continuously improved.
- Develop and implement a structured and efficient workflow for all service areas within your remit, ensuring productivity and efficiency are maximized.
- Regularly review services to ensure continuous improvement of their delivery, identifying areas for improvement and implementing changes as needed.
- Ensure all financial and budget processes and controls are managed and adhered to in line with company policies and procedures.
- Participate in the account management program, attending account review meetings and head of department or client team meetings as required.
- Play a flexible role, covering for assistants, team leaders, or Account Manager as needed, and contribute to the development of IT and equipment solutions relevant to our service areas.
- Keep up-to-date with current and developing industry-related policies, including the development of IT and equipment solutions relevant to our service areas.
- Perform any other reasonable requests made by management or the client.
Requirements:
- 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.
Benefits:
- Private Medical Insurance.
- Life Insurance/Life Assurance.
- Company Pension.
- Corporate Eye Care.
- Personal Accident.
- Company Sick Pay.
- Dedicated to offering each and every employee an enjoyable, challenging, and rewarding career with future career development prospects.
