Multi Service Team Leader

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* ** 3 Savannah Way, Leeds LS10 1AB
, United Kingdom.****. View our** .Multi Service Team Leader page is loaded## Multi Service Team Leader locations:
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Full time posted on:
Posted Todayjob requisition :
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** Multi Service Team Leader
** Salary: £29,000 per annum plus company benefits

Location:

Birmingham, B4

Contract:

Full Time, Permanent

Shifts:

37.5 hours per week, rotating shifts between 08.00 and 18.30 with 1 hour unpaid lunch break

Work Model:
Fully onsite
** Williams Lea seeks a Multi Service 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 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
** We’re looking for an experienced and motivated Team Leader to join our on-site operations team at Williams Lea. In this role, you’ll lead a team dedicated to delivering outstanding document services and exceptional customer support. You’ll oversee day-to-day workflow, maintain top-quality output, and inspire your team to achieve their full potential in a dynamic, fast-paced environment.

As a hands-on leader, you’ll coach, motivate and develop your team, ensuring service excellence, operational efficiency and continuous improvement across all business areas. You’ll take responsibility for managing attendance, sickness and absence processes in line with company policy, ensuring investigations and return-to-work procedures are completed professionally and sensitively.

You’ll work closely with the Account Manager to maintain strong client relationships, deliver on-site service level agreements (SLAs) and identify opportunities to enhance customer satisfaction.

This role offers the opportunity to lead a motivated, on-site team within a trusted global brand in a supportive, collaborative environment focused on service excellence and professional growth.
** Key responsibilities
*** Supervise, motivate, and develop a team of Assistants and Workflow Coordinators.
* Monitor and maintain service quality, ensuring SLAs are met or exceeded.
* Lead by example, fostering a culture of accountability, service excellence, and continuous improvement.
* Conduct daily walk rounds and provide performance feedback to the Account Manager.
* Manage sickness and absence across the team, carrying out investigations, welfare meetings, and return-to-work interviews in line with company policies.
* Support staff training, onboarding, and development using the Knowledge Bank skills matrix.
* Create and maintain SOPs to ensure consistency and compliance.
* Ensuring best practices and SOPs are adhered to
* Ensure that Assistants provide good customer communication and promote an environment which strives to provide service excellence
* Carry out Root Cause Analyses and support continuous improvement initiatives.
* Produce reports, data, and management updates as required.
* Ensure that housekeeping on equipment is regularly checked and that equipment is properly operated and maintained
* Ensure that the workflow is maintained in a tidy and well-presented manner, and manage client perception and expectations
* Ensure that supplier and ordering processes are followed, maintain stock levels for consumables
* Lead weekly team briefings to communicate updates and foster engagement.
* Ensure excellent communication with clients and maintain a professional, service-focused environment.
** Personal attributes
*** Experienced team leader or supervisor, ideally in a document services or business support environment.
* Proven ability to manage people effectively, including performance, attendance, and conduct matters.
* Excellent communication and leadership skills with a “can-do” attitude.
* Strong customer focus and the ability to lead by example.
*…