Team Leader
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, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.
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. The role is fully office based, working 7.5 hours a day between 8.30am and 6pm as needed.
Key responsibilities
For the following key responsibilities, the individual will be supported by their line manager and Team Leader colleagues as appropriate:
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Day to day co-ordination, support and management of the First Impression team in Bath, including absence management, cover and rota planning
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Management of the day-to-day service delivery for First Impression in Bath, working in collaboration with the First Impression service in London
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Following of all Williams Lea HR policies and procedures to effectively support and manage the team
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Undertaking monthly 1-1s with direct reports (more frequent if needed) to share positive and constructive feedback, hear concerns, check wellbeing and set goals and targets
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Managing any performance or behavioural issues, with the support of the line manager
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Share responsibility for Williams Lea recruitment in Bath, while also supporting with recruitment in the wider business services team. Following all recruitment procedures
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Managing the annual performance review process, setting clear goals for your team
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Demonstrating strong communication with the team and our client, ensuring key messages are delivered effectively and are understood. Play a role in delivering these messages on behalf of the senior Williams Lea management team
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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.
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Oversee fellow Bath Team Leader's service and Team in the event of holiday and unplanned absence. There will be opportunities for cross training across services to facilitate this.
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Working in partnership with the business services team leaders and account manager to ensure team members are appropriately trained and correct processes are followed, where possible processes should be uniform across our offices and any changes in process should be discussed as a management group.
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Managing all mandatory training, ensuring all team members are completing these monthly and within deadline.
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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 – with continuous improvement and best practice in mind.
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Effectively managing both a client and Williams Lea inbox making sure emails are responded to or escalated as needed and key Williams Lea updates are shared with team members.
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Supporting the management of new team members, including the delivery of a considered, thoughtful induction program tailored to each individual.
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Attending and contributing to daily Team Leader meetings and weekly management meetings.
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Helping to lead the daily operations briefing with the business services teams across our offices.
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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 and bringing these to the attention of the Facilities Manager.
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Providing on the ground support to the facilities manager with day to day facilities tasks.
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Compiling detailed data and ensuring the team are doing the same.
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Assisting with the production of monthly reports for presentation to our client
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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.
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Taking a hands-on approach to help the services where there is a shortfall of staff, including manning the reception, operating the switchboard and taking on legal admin tasks as needed to support the wider teams.
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Traveling to other offices as needed.
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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.
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All other duties as requested by the line manager
Personal attributes
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Strong communication skills – able to build a rapport with the team, management and client alike and communicate complex information effectively and professionally to people at all levels
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Strong team leader skills gained through relevant people management experience in a similar, corporate environment.
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Customer and client care skills
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Confidence to have challenging conversations and deliver important information
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Experience of facilities management
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A positive approach to daily tasks and a solution focused, hands-on working method with a willingness to help the teams complete their work as needed
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Exceptional attention to detail
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Proficient multitasker, skilled at juggling priorities
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Able to work in collaboration with other Team Leaders and Account Manager to ensure the service operates effectively
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Able to inspire and motivate a team to ensure all responsibilities are met
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Able to effectively communicate change and manage implementation of new processes
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Strong organising and analytical skills
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Problem solving skills
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Flexible and dependable, able to take initiative
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Able to remain calm under pressure and work to tight deadlines and defined SOPs
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Conscientious, approachable and enthusiastic
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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:
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25 days holiday, plus bank holidays (pro-rata for part time roles)
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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.
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Life Assurance
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Private Medical Insurance
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Dental Insurance
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Health Assessments
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Cycle-to-work scheme
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Discounted gym memberships
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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 [email protected] (we do not accept applications to this email address).
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