Front Office Team Leader in Bath

Salary: £34,000 per annum plus company benefits

Location: Bath, BA1 1RG

Contract: Permanent, Full Time

Shifts: 37.5 hours per week, Monday – Friday, working between 8.30am and 6.00pm, with 1 hour unpaid lunch break

Work Model: Fully Onsite

Williams Lea seeks a 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.

Purpose of role

With the support of the Account Manager, the Team Leader will lead, manage and motivate the front of house team and service at the Bath site. Within this corporate, legal environment, the Team Leader will support their team, while ensuring they are providing a seamless, high standard service to our client and clients of the firm. The candidate will collaborate and work closely with the wider business services management team. Additionally, the role will involve hands on support to the facilities manager in dealing with day to day facilities tasks at the Bath office.

The individual is expected to help deliver a strong front of house service and work toward the shared Williams Lea objectives of the wider business services team. They should have strong people management experience and be able to maintain a high level of confidentiality and discretion when dealing with client work, and the complex HR needs of the team. This is a hands-on role and will involve working alongside colleagues in Bath and London to deliver the overall service.

Key responsibilities

• Day to day co-ordination, support and management of the First Impression team in Bath, including absence management, cover and rota planning
• Management of the day-to-day service delivery for First Impression in Bath, working in collaboration with the First Impression service in London
• Following of all Williams Lea HR policies and procedures to effectively support and manage the team
• Undertaking monthly 1-1s with direct reports to share positive and constructive feedback, hear concerns, check wellbeing and set goals and targets
• Managing any performance or behavioural issues, with the support of the line manager
• Share responsibility for Williams Lea recruitment in Bath, while also supporting with recruitment in the wider business services team
• Managing the annual performance review process, setting clear goals for your team
• Demonstrating strong communication with the team and our client, ensuring key messages are delivered effectively and are understood
• Being first point of contact for the Bath office lead, be able to listen, understand what is required and then report to the account manager, or facilities manager as appropriate
• Oversee fellow Bath Team Leader's service and Team in the event of holiday and unplanned absence
• Working in partnership with the business services team leaders and account manager to ensure team members are appropriately trained and correct processes are followed
• Managing all mandatory training, ensuring all team members are completing these monthly and within deadline
• Collaborating with the business services team leaders and account manager to drive process improvements, deliver efficiencies and craft relevant SOPs for the team to follow
• Effectively managing both a client and Williams Lea inbox making sure emails are responded to or escalated as needed
• Supporting the management of new team members, including the delivery of a considered, thoughtful induction program tailored to each individual
• Attending and contributing to daily Team Leader meetings and weekly management meetings
• Helping to lead the daily operations briefing with the business services teams across our offices
• Proactively ensuring the smooth running of the Bath office, this will include being the first point of contact for any facilities, building or health & safety related matters
• Providing on the ground support to the facilities manager with day to day facilities tasks
• Compiling detailed data and ensuring the team are doing the same
• Assisting with the production of monthly reports for presentation to our client
• Assisting with the production of key documents and communications such as the weekly newsletter, new starter inductions, standard operating procedures, process guides and any other documents needed across all our business services teams and locations
• Taking a hands-on approach to help the services where there is a shortfall of staff
• Traveling to other offices as needed
• Being a strong, driving presence in the Bath office helping to promote the client culture while making sure our team members also feel part of Williams Lea
• All other duties as requested by the line manager

Personal attributes

• Strong communication skills – able to build a rapport with the team, management and client alike
• Customer and client care skills
• Confidence to have challenging conversations and deliver important information
• Experience of facilities management
• A positive approach to daily tasks and a solution focused, hands-on working method
• Exceptional attention to detail
• Proficient multitasker, skilled at juggling priorities
• Able to inspire and motivate a team to ensure all responsibilities are met
• Strong organising and analytical skills
• Problem solving skills
• Flexible and dependable, able to take initiative
• Able to remain calm under pressure and work to tight deadlines
• Conscientious, approachable and enthusiastic
• Able to quickly build confidence, respect and trust with others

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
• 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, religion or belief, sex or sexual orientation.

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.