Multi Services Team Leader

Multi Services Team Leader

Job title: Multi Services Team Leader

Salary: £30,700 per annum

Location: CF10 4BZ

Contract: Permanent, full time

Hours: 37.5 hours per week

Shifts: Monday through Friday, Flexible between 8am and 6pm

Break details: 1 hour, Unpaid

Work Model: In person

Staffing mix: The Multi Service Team Leader will lead a team of 6 Direct Reports.

Interview format:

1) 30-min MS Teams Interview with the Hiring Team

2) 60-min in person interview with the Hiring Team

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 this role:

The Team Leader is responsible for overseeing the operations of our Cardiff based office. This role encompasses the management of day-to-day services including Print Room, Mail Room and Front of House Services. The Team Leader encourages a culture of continuous improvement and proactive skill enhancement, motivation and support of a team and organisational goals.

A Forward thinking, proactive, self- starter, has gravitas and will be followed, prepared to offer up ideas for change and improvement across the site / business.

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 Account 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 Account Manager to seek out opportunities to improve the service and add value, and develop proposals for additional Williams Lea services
• Participating in the account management programme including attending account review meetings and head of department or client team meetings as required

Staff management

• Developing strong, cohesive, well-informed, multi skilled and well-trained work teams. 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 staff using individual career paths supported by Personal Development Plans
• Managing staff in a manner which builds mutual trust and respect, high motivation, personal accountability and team participation
• Providing daily real time feedback to direct reports

Operations

• Overseeing all aspects of the print room, mail room and front of house and coffee shop service - including event management.
• Managing a structured and efficient workflow for all service areas within your remit
• Ensuring that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improved
• Scheduling workloads and planning staff rotas to ensure productivity and efficiency is maximised
• Regularly reviewing services to ensure continuous improvement of their delivery
• Ensuring equipment is properly utilised and maintained
• Responsible for elements of vendor and supplier performance as required, including adherence to Intelligent Office production standards, timelines and pricing policies
• Ensuring all financial and budget processes and controls are managed and adhered to in line with company policies and procedures
• Participating in cross departmental and site projects
• Actively participating in all on site Health and Safety audits and assessments and oversee compliance as required
• Playing a flexible role covering for assistants, team leaders or Account Manager as required
• Keeping up to date with current and developing industry related policies, including the development of IT and equipment solutions relevant to our service areas
• Any other reasonable request made by management or the client

Team Responsibilities

• Directly supervising the multi services team, tracking all aspects of performance, and giving regular feedback to the Account 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 Intelligent Office 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 or Team Leader
• To participate in any on site health and safety audits or assessments

Person Specification

• Exemplary level of customer focus, with demonstrable experience in staff management in a customer service environment
• Well presented with a professional manner
• Flexible, computer literate and a quick learner
• Confident effective communicator at all levels, both written and oral, with excellent writing and numeracy skills
• Hands on team worker
• High degree of attention to detail, ability to retain high levels of concentration in a busy working environment

Key competencies:

• Ability to operate at all levels within the organisation
• Exceptional communication skills
• Previous experience in leading a team in a similar environment
• Confident and with a professional, business-like manner
• Ability to work under pressure, maintaining accuracy and delivering against timescales
• Team Leader consistently in tune with the aims and objectives of the business
• Excellent time management and organisational skills
• Ability to carry out delegated functions/tasks/projects
• High level of confidentiality in management of staff
• Able to meet deadlines and priorities tasks
• An understanding of an employer's statutory and 'best practice' Health & Safety requirement
• Strong administration skills and fully conversant with Microsoft packages such as Word and Excel

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 Membership, Charity Donations, Employee Offers, Retail Vouchers and Season Ticket Loan are offered at a discount on a salary sacrifice basis. You will also have the opportunity to work for a global employer; and dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects.

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment,marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

Please note: Due to the high volume of responses received for this role we will not be able to contact all applicants directly. If you have not heard from us in four weeks please consider your application unsuccessful.

Applicants must possess the right to work in the United Kingdom in order to be considered. Those requiring visa sponsorship need not apply.