Multi Services Manager

Multi Services Manager

Salary £37,650 per annum plus company benefits

Location: Derby, DE1 (with travel to Nottingham and Leicester required)

Contract: 9 month Fixed Term Contract, Full Time

Shifts: 37.5 hours per week, Monday to Friday, 8.30am to 5.00pm with 1 hour unpaid lunch break

Work Model: Fully onsite

Williams Lea seeks a Multi Services Manager 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 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 role of Multi Services Manager is designed to ensure the team are providing an industry leading service with exceptional standards to the client whilst providing support to the Account Manager.

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

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
• Providing cover for the Account Manager during periods of annual leave
• 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 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
• 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
• Promoting and participating in Williams Lea initiatives such as best practice development and implementation, Above & Beyond awards and staff recognition schemes
• Attending our annual leadership conference and engaging in the personal development activities
• Any other reasonable request made by Williams Lea management or the client
• 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
• Collecting and inputting monthly reporting information
• Ensuring all paperwork and tracking sheets are correctly completed and recorded
• Compliance is required at all times with Williams Lea corporate standards
• All other duties as assigned by the Account 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

Personal attributes

• Experienced in managing a team
• 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

Rewards and Benefits:

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

• 25 days holiday, plus bank holidays (pro-rata for part time or fixed term roles)
• Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

Equality and Diversity

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.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at [email protected].

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