At a Glance
- Tasks: Lead and motivate the front of house team while ensuring high service standards.
- Company: Join Williams Lea, a global leader in business-critical support services.
- Benefits: Enjoy a competitive salary and company benefits in a dynamic work environment.
- Other info: Opportunity for career growth and collaboration across multiple locations.
- Why this job: Make a real impact by leading a dedicated team in a corporate setting.
- Qualifications: Strong people management experience and ability to maintain confidentiality.
The predicted salary is between 34000 - 34000 £ per year.
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. Williams Lea employees nearly 7000 people worldwide, who provide efficient business services at client sites in often complex and highly regulated environments.
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 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, listening, understanding what is required and reporting 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, being the first point of contact for any facilities, building or health & safety related matters
Team Leader in Bath employer: wlt
Williams Lea is an exceptional employer, offering a dynamic work environment in the heart of London where you can thrive in a busy legal setting. With a strong focus on employee growth and a comprehensive benefits package, we foster a culture of support and development, ensuring that our team members are equipped to succeed and advance in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at wlt. 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 wlt 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 Team Leader in Bath
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 wlt:Your cover letter is your chance to shine! Tell us why you want to work at wlt 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 wlt!
How to prepare for a job interview at wlt
✨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.
