Purpose of this role:
The role of the Team Leader/Office Manager is designed to ensure the team is providing an industry leading service with exceptional standards to the client.
This role involves working with the Account Manager to implement a service expansion plan for the services. The team leader will also develop an ongoing training programme for all staff on site, ensuring that follow up training is provided and recorded in line with our policies.
A Team Leader/Office Manager maintains and is accountable for a high level of Health and Safety within the 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 behaviors are all key elements of this role.
Main responsibilities:
- 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
- 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 staff using individual career paths supported by Personal Development Plans
- Managing 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 maximized
- Regularly reviewing services to ensure continuous improvement of their delivery
- Ensuring equipment is properly utilized and maintained
- Responsible for elements of vendor and supplier performance as required, including adherence to 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
- Playing a flexible role covering for assistants across all service areas, including completing assistant tasks and duties as and when 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
- 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 initiatives such as best practice development and implementation, Star Awards and staff recognition schemes
- Any other reasonable request made by management or the client
- Ensuring the multi services team are meeting and exceeding filing SLAs
- Ensuring all paperwork and tracking sheets are correctly completed and recorded
- Compliance is required at all times with corporate standards
- 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 Account Manager
- To participate in any on site health and safety audits or assessments
- Any other reasonable request made by your Line Manager
To be a successful candidate for this role you must also have the following attributes, skills and experience:
- Previous experience working in the same or similar position
- Strong manager: self-starter, motivated, driven, able to negotiate, influential leader
- 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
- Must have excellent Excel, PowerPoint and data analysis skills
- 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
Benefits:
- 25 days holiday plus bank holidays
- Salary sacrifice schemes, retail vouchers - including 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
- Gym memberships
- Referral Scheme
Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
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