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Team Leader

3 months ago

Oxfordshire UK, South East England, United Kingdom Williams Lea Full time

Job title: Team Leader

Salary: £37,000 per annum

Location: Spires House | 5700 Oxford Business Park South, Oxford, OX4 2RW

Contract: Permanent, full time

Hours: 37.5 hours per week

Shifts: Monday through Friday 8:30am – 5:00pm

Break details: 1-hour unpaid

Work model: In person

Williams Lea seeks a 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 role of the Team Leader is designed to ensure the team are providing an industry leading service with exceptional standards to the client.


This role involves working with the Account Manager to implement a service expansion plan for the Williams Lea services. 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.


A 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.


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.


Experience managing a team of six or more staff is required.

Key responsibilities:

This role includes, but is not limited to, 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 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
  • 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 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
  • 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 Williams Lea 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
  • Playing a flexible role covering for assistants across all service areas, including completing assistant tasks and duties as and when 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
  • 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, Star Awards and staff recognition schemes
  • Any other reasonable request made by Williams Lea management or the client
  • Ensuring the multi services team are meeting and exceeding filing SLAs
  • Ensuring all paperwork and tracking sheets are correctly completed and recorded
  • Compliance is required at all times with Williams Lea corporate standards
  • 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
  • Any other reasonable request made by your Line Manager


Key skills:

  • 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
  • Strong manager: self starter, motivated, driven, able to negotiate, influential leader


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.