At a Glance
- Tasks: Lead a dynamic team, ensuring exceptional customer service and operational excellence.
- Company: Join a global leader committed to diversity and employee development.
- Benefits: Enjoy 25 days holiday, private medical insurance, and discounts on tech and gym memberships.
- Other info: Flexible working environment with opportunities for career growth.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Previous experience in a Team Leader role and strong communication skills required.
The predicted salary is between 36000 - 36000 £ per year.
The Multi Services 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 Multi Services 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.
Key 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 solve and deliver under pressure
- Attention to detail, ability to retain high concentration levels for extended periods of time
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 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 (we do not accept applications to this email address).
Multi Services Assistant Team Leader in London employer: The Institute of Legal Secretaries and PAs
At Williams Lea, we pride ourselves on being an exceptional employer that fosters a supportive and dynamic work environment. As a Multi Services Assistant Team Leader, you will benefit from a comprehensive rewards package, including generous holiday allowances, private medical insurance, and opportunities for professional development. Our commitment to equality and diversity ensures that every employee is valued, making this a truly rewarding place to build your career.
Contact Details:
The Institute of Legal Secretaries and PAs Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Multi Services Assistant Team Leader in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Institute of Legal Secretaries and PAs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The Institute of Legal Secretaries and PAs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Multi Services Assistant Team Leader in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The Institute of Legal Secretaries and PAs:Your cover letter is your chance to shine! Tell us why you want to work at The Institute of Legal Secretaries and PAs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The Institute of Legal Secretaries and PAs!
How to prepare for a job interview at The Institute of Legal Secretaries and PAs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
