Floor Support Team Leader

Responsibilities

• Customer and client management
• Work with the Admin Support Manager by developing and maintaining excellent customer relations
• Foster a customer service environment and ensure that all processes reflect this
• Work with the Business Services Manager and Admin Support Manager to seek out opportunities to improve the service, add value and develop proposals for additional Williams Lea services
• Collate data and assist the Admin Support Manager in the production of management and monthly reports
• Staff management
• Directly supervise the floor support/multi-service team, tracking all aspects of performance, and giving regular feedback to the Admin Support Manager
• Complete monthly 1-2-1 meetings with all direct reports, including review of dashboards, training plans and performance feedback
• Responsible for managing team rotas, ensuring holidays and any sickness are sufficiently covered
• Participate and lead team training to ensure that staff are given the skills needed to successfully carry out their roles
• Monitor the performance of the floor support/multi-service team and provide feedback or advice on any areas which require improvement
• Ensure that floor support/multi-service assistants provide good customer communication and promote an environment which strives to provide service excellence
• Operations
• Liaise with the Williams Lea Talent Acquisition Team by carrying out elements of the recruitment process. Inducting, training, and developing all Williams Lea admin support staff
• Manage a structured and efficient workflow for all service areas within your remit
• Report problems to the Admin Support Manager and resolve without impact on service
• Ensure that best practices and SOPs are adhered to
• Ensure that housekeeping on equipment and client floors are regularly checked and that equipment is properly operated and maintained
• Ensure stationery, facilities and other equipment are properly utilised and maintained
• Actively participate in all on site health and safety audits, assessments and oversee compliance as required
• Ensure operations reflect the initiatives set by the firm (sustainability and paper-lite etc.)
• Adhere to and implement all corporate policies and standards and ensure your team also adhere to them
• Monitor services and ensure that agreed services levels are maintained and exceeded where possible
• Utilise appropriate reports and forms for all work
• Ensure that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improved
• Regularly review services to ensure continuous improvement of their delivery
• Participate in site projects or other adhoc requests as assigned by the Admin Support Manager or Business Services Manager
• Undertake other duties as assigned by the client, Williams Lea, Admin Support Manager or Head of Admin Support
• Personal attributes
• Previous experience in a Team Leader or People Management role is essential
• Well presented, with excellent communication skills
• Ability to lead by example
• Strong on customer focus
• Capable of taking initiative and developing solutions
• Flexible and enthusiastic
• Able to problem solv

Benefits

Additional Information

Floor Support Team Leader Salary: £36,000 per annum, plus company benefits Location: London, EC2V 7AW(travel to other sites may be required) Contract: Full Time, Permanent Shifts: 37.5 hours per week, Monday - Friday, 9am until 5:30pm with 1 hours unpaid lunch break Work model: Fully onsite Williams Lea seeks a Floor Support Team Leader to join our team! Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations. Purpose of role The Floor Support Team Leader will work with the Admin Support Manager to support the Williams Lea admin service by providing exceptional customer service during every interaction with the client, proactively demonstrating and living the company values and behaviours. This role is designed to ensure the Floor Support Team Leader and their direct reports are providing an industry leading service with exceptional standards to the client and the office standards are regularly met. The team leader is accountable for maintaining the day to day running of the office and is responsible to ensure health and safety policies and procedures are upheld. The Team Leader will act as a 'coach' and assist in the development of the staff by helping employees look for opportunities to develop and succeed in their roles. Like all effective coaches the team leader is required to motivate, advise, give feedback, be supportive and provide strategic direction to the team.

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