Senior Document Production Associate in Ledston

Salary: £27,****** per annum, plus 30% shift allowance (total £36,******), plus company benefits

Location: Leeds, LS10 1AB

Contract: Permanent, full time

Shifts: 40 hours per week, Friday to Monday, 7pm to 6am with a 60 minute unpaid lunch break

Work model: Hybrid after training; 2 days worked in office, 2 days worked from home

Purpose of the Role

The Senior Document Production Associate is responsible for providing word processing and document production services to clients. This experienced position focuses on delivering exceptional customer service by ensuring timely and accurate document production. The role requires expertise in handling tasks such as editing, conversions, formatting, creation, comparisons, and more, based on client requests. The position requires proficiency in document production software applications, along with speed and accuracy in a high-volume, high-pressure environment. The Senior Document Production Associate is also responsible for troubleshooting software/hardware issues and providing instruction/training to other team members. This role oversees the day-to-day production of work for a specific shift or site.

Key Responsibilities

• Produce and amend correspondence, documents, reports, deeds, and attachments from various sources, ensuring alignment with in-house style and client-specific systems/procedures.
• Process dictation files, video, and audio transcription using foot pedals or AI transcription tools.
• Create and modify PowerPoint presentations, organizational charts, mail merges, Excel spreadsheets, and graphs/diagrams.
• Conduct quality checks to ensure documents are accurate, align with the house style, and that relevant attachments are highlighted to personal assistants.
• Liaise with fee earners, team leaders, and secretaries/assistants as appropriate to provide updates on the progress of document production.
• Use appropriate logs and tracking software for all document production work.
• Intake work requests from clients, clarify job instructions, and negotiate deadlines with requesters, seeking alternative solutions when necessary.
• Thoroughly assess job requests and ensure the appropriate completion of tasks throughout the task lifecycle.
• Prioritize work requests across the team and coordinate multiple projects according to established guidelines, especially when managing escalated deadlines or issues.
• Perform document production tasks, including proofreading, intake, and workflow coordination, as needed.
• Use established procedures, standards, and formats to edit, proof, convert, create, transcribe, or complete document production requests to meet client satisfaction.
• Participate in the training of new staff and contribute to the ongoing development of current staff as appropriate.
• Support the management team with the compilation of monthly reporting.
• Demonstrate proficiency in the use of equipment, technology, software, and hardware necessary to perform job functions.
• Communicate with team members, lead, supervisor, or client regarding job or deadline concerns.
• Meet contracted deadlines for service delivery to clients.
• Troubleshoot basic software or hardware problems.
• Foster a proactive environment focused on continuous service enhancement and relationship building with clients.
• Perform quality assurance on work as requested.
• Adhere to Williams Lea policies, as well as client-specific policies.
• Use equipment and supplies in a cost-efficient manner.

Personal Attributes

• A minimum of 3-5 years of document production experience, preferably in a legal, banking, or large corporate environment.
• High proficiency in technical tools, particularly Microsoft Word, PowerPoint, and Excel.
• Strong verbal and written communication skills.
• Strong keyboarding and typing abilities.
• Strong attention to detail and the ability to manage multiple projects simultaneously.
• Ability to meet deadlines while completing projects in a timely manner.
• Ability to handle sensitive and/or confidential documents and information with discretion.
• Professional, with excellent social and interpersonal skills.
• Experienced in leading a team and working under pressure.
• Capable of leading by example with a strong customer service focus.
• Experience in client service and/or a professional services environment.
• Skilled in building and maintaining client relationships.
• Highly organized, flexible, and proactive with a positive, solutions-oriented attitude.
• Strong problem-solving skills and the ability to perform well under pressure.
• Ability to troubleshoot more complex tasks, equipment, or software concerns independently and escalate when needed.
• Enthusiastic and self-motivated, with a strong work ethic.

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