Multi Services Manager

Salary: £36,750 per annum plus company benefits

Location: East Midlands

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, 8.30am until 5:00pm with 1 hours unpaid lunch break

Work model: Fully onsite

Williams Lea seeks an 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.

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.

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.

As Multi Services Manager you will maintain and be accountable for a high level of Health and Safety within the Williams Lea service areas in line with policies and procedures, helping clients and customers to achieve their Health and Safety targets.

Key Responsibilities

Directly managing the Multi Services team, tracking all aspects of performance, and giving regular feedback to the Account ManagerProviding support to the teams with all service area responsibilities including completing assistant tasks and duties as and when requiredManaging a structured and efficient workflow for all service areas within your remitEnsuring that all service levels agreed with the client as part of the contract service delivery are achieved and continuously improvedScheduling workloads and planning staff rotas to ensure productivity and efficiency
is maximisedMaintaining reports and compiling data in preparation for month-end financial duties and Account Review ReportsWorking with the Account Manager on developing and maintaining excellent customer relations including customer feedback plan, client surveys and gathering regular feedback on performanceProviding cover for the Account Manager during periods of annual leaveWorking with the Account Manager to seek out opportunities to improve the service and add value, and develop proposals for additional servicesParticipating in the account management programme including attending account review meetings and head of department or client team meetings as requiredDeveloping strong, cohesive, well-informed, multi skilled and well-trained work teams
Ensuring proper resolution of all issues are brought forward by employeesInitiating and carrying out elements of the recruitment process, inductions, training, staff development and feedback processesManaging Williams Lea staff in a manner which builds mutual trust and respect, high motivation, personal accountability and team participationResponsible for elements of vendor and supplier performance as required, including adherence to Williams Lea production standards, timelines and pricing policiesEnsuring all financial and budget processes and controls are managed and adhered to in line with company policies and proceduresActively participating in all on site Health and Safety matters, including audits and assessments and oversee compliance as required

Personal Attributes

Experienced in managing a teamExemplary level of customer focus, with demonstrable experience in staff management in a customer service environmentWell presented with a professional mannerFlexible, computer literate and a quick learnerConfident effective communicator at all levels, both written and oral, with excellent writing and numeracy skillsHands on team workerHigh 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 (prorata for part time and fixed term)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 AssurancePrivate Medical InsuranceDental InsuranceHealth AssessmentsCycle-to-work schemeDiscounted gym membershipsReferral 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 careersatWL@williamslea.com.

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