Multi Service Team Leader

Multi Service Team Leader

Salary: 29000 per annum plus company benefits

Location: Birmingham B4

Contract: Full Time Permanent

Shifts: 37.5 hours per week rotating shifts between 08.00 and 18.30 with 1 hour unpaid lunch break

Work Model: Fully onsite

Williams Lea seeks a Multi Service 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 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

Were looking for an experienced and motivated Team Leader to join our on-site operations team at Williams this role youll lead a team dedicated to delivering outstanding document services and exceptional customer support. Youll oversee day-to-day workflow maintain top-quality output and inspire your team to achieve their full potential in a dynamic fast-paced environment.

As a hands-on leader youll coach motivate and develop your team ensuring service excellence operational efficiency and continuous improvement across all business areas. Youll take responsibility for managing attendance sickness and absence processes in line with company policy ensuring investigations and return-to-work procedures are completed professionally and sensitively.

Youll work closely with the Account Manager to maintain strong client relationships deliver on-site service level agreements (SLAs) and identify opportunities to enhance customer satisfaction.

This role offers the opportunity to lead a motivated on-site team within a trusted global brand in a supportive collaborative environment focused on service excellence and professional growth.

Key responsibilities

• Supervise motivate and develop a team of Assistants and Workflow Coordinators.
• Monitor and maintain service quality ensuring SLAs are met or exceeded.
• Lead by example fostering a culture of accountability service excellence and continuous improvement.
• Conduct daily walk rounds and provide performance feedback to the Account Manager.
• Manage sickness and absence across the team carrying out investigations welfare meetings and return-to-work interviews in line with company policies.
• Support staff training onboarding and development using the KnowledgeBank skills matrix.
• Create and maintain SOPs to ensure consistency and compliance.
• Ensuring best practices and SOPs are adhered to
• Ensure that Assistants provide good customer communication and promote an environment which strives to provide service excellence
• Carry out Root Cause Analyses and support continuous improvement initiatives.
• Produce reports data and management updates as required.
• Ensure that housekeeping on equipment is regularly checked and that equipment is properly operated and maintained
• Ensure that the workflow is maintained in a tidy and well-presented manner and manage client perception and expectations
• Ensure that supplier and ordering processes are followed maintain stock levels for consumables
• Lead weekly team briefings to communicate updates and foster engagement.
• Ensure excellent communication with clients and maintain a professional service-focused environment.

Personal attributes

• Experienced team leader or supervisor ideally in a document services or business support environment.
• Proven ability to manage people effectively including performance attendance and conduct matters.
• Excellent communication and leadership skills with a can-do attitude.
• Strong customer focus and the ability to lead by example.
• Flexible proactive and solutions-oriented approach to work.
• Strong organisational and problem-solving abilities even under pressure.
• High attention to detail and commitment to quality.
• Confident in managing KPIs performance absence management and training records.
• Knowledge of SOP creation and Root Cause Analysis preferred.

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 TVs 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 .

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