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Office Services Team Leader

Company: Williams Lea
Location: Manchester
Posted on: May 11, 2022

Job Description:

Overview To lead and manage all operational aspects of the Williams Lea service lines onsite at Clyde & Co, supporting where required, reporting to the onsite Document Services Manager. Client -- To liaise with key users and understand the specific departmental needs within Clyde & Co -- Provide first line support to the junior and senior client for all operational areas -- Complaint handling, resolution and escalation where necessary -- Assist the Document Services Manager with the collation of monthly information report (MIR) data People -- Manage team performance -- Manage individual performance through Williams Lea performance review process and personal development plans -- Ensure holidays are planned and managed across the site -- Develop and manage shift plans across all service areas -- Monitor team absence and time-keeping -- Conduct team meetings producing an agenda and minutes for each meeting -- Liaise with all levels of management and staff -- Motivate individuals and teams to deliver high level of service -- Plan and lead cross training initiatives between all services -- Identify succession plans for operational staff -- Conduct interviews and manage candidate selection for operational roles Process -- To have a full working understanding or all operational processes -- Monitor and manage SLA adherence in line with contractual requirements -- Ensure the highest levels of customer service are met at all times -- Ensure work is correctly prioritized -- Ensure excellent standards of quality and delivery are consistently met -- Develop and create processes to ensure services can run efficiently -- Maintain process guides for all service areas -- To ensure the service areas are kept tidy in a professional manner -- Ensure that the Health and Safety policy is adhered to at all times -- Plan and scope required project activity Finance -- Collate and verify third party supplier invoices -- Complete Immedia order process for third party spend where required -- Complete and verify temporary worker time sheets and submit to Williams Lea Finance Key Competencies -- Experienced people manager with proven track record -- Excellent client facing skills and good interpersonal and communication skills -- Positive reaction to time pressures and deadlines -- Ability to motivate and develop a large team -- Must be computer literate -- Has good organizational skills with the ability to prioritize workload to ensure task completion -- Possess an excellent understanding of customer service -- Displays an adaptable and flexible approach with good work ethic -- Maintains a professional approach and business-like manner at all times in order to install confidence in the services provided -- Able to handle difficult situations well and act appropriately -- Focuses on clients first and strives at all times to exceed their expectations -- Mature and confident outlook -- Displays active listening skills and sound judgement -- Able to think outside the box and make decisions, if required, in the absence of the Account Manager -- Team player - who will help out whenever required to meet the desired end result

Keywords: Williams Lea, Manchester , Office Services Team Leader, Hospitality & Tourism , Manchester, New Hampshire

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