Document Centre Evening Shift Team Leader

Document Centre Evening Shift Team Leader

Team Management
•Establish and maintain effective communication with the staff within your team
•Ensure your team are supported and provided with regular updates on department and Firm news.
•Deal with issues arising from your team and liaise with the relevant parties to resolve them
•Be available for advice and help with confidential issues and keep appropriate file notes of issues raised
•Participate in the interviewing and recruitment of new staff
•Oversee the induction, coaching and development of new joiners
•Identify the training needs of your team and liaise with Document Centre Manager, IT and Learning and Development to develop any further training requirements
•Management of staff attendance and absence
•Authorise and input holiday, unplanned absence, toil and overtime requests / forms
•Provide staff with regular feedback on their performance during quarterly one to one meetings
•Inform operators of all client feedback received, both positive and negative
•Provide technical helpdesk support to clients and team members
•Develop and motivate all team members
•Conduct flexible working application reviews, disciplinary meetings and other required one to one meetings
•Conduct performance reviews and moderation process
 
Work Intake
•Meeting/greeting visitors to the Centre
•Quickly establish relationships with the clients based on trust and credibility
•Be recognised as a main point of contact for the Document Centre
•Take detailed job briefs, estimate job production and negotiate deadlines for all incoming work
•Deal with all client issues and resolve in a quick and effective manner
•Actively solicit client feedback to determine customer satisfaction and collate and publish the results
•Successfully deal with client complaints, or escalate if necessary
•Work with clients to plan large projects
•To accurately input all information pertaining to jobs onto the document centre job tracking system and assign work to operators
•Continually prioritise the department workload
•Monitor and manage deadlines effectively
•Ensure all operators keep you informed of their status of their work and that all delays or issues are communicated to the client.
•Ensuring all department telephone calls received are dealt with promptly
•Responsibility for monitoring and processing incoming emails to all Document Centre email boxes
•Responsibility for overseeing that incoming faxes to the Fax Administrator account are processed
•Management of the quality of the department output by conducting regular quality checks
•Organising holiday and lunch rotas
•Ensuring the shift is adequately staffed at all times including organising overtime as required
•Ensuring the delivery of a competent handover to the next shift
•Develop working relationships with all relevant support departments e.g. Human Resources, Reprographics, IT and Team leaders
•Liaise regularly with the Document Centre Manager and all other Document Centre Team Leaders
 
General
•Ensure firm's policies are followed and adhered to
•Ensure all department manuals and documentation are kept up to date
•Keep department disaster cascade and all staff details up to date
•Compile necessary reports and workload analysis
•Identify opportunities to maximise the department's capabilities
•Participate in Document Centre projects as and when required
•Participate in regular Team Leader meetings
•Perform operator and other ad hoc duties as and when required
 
Skills, experience and qualifications
We would expect candidates to have in the region of 2 years experience of team management, preferably within a centralised services environment, but will consider candidates with less than 2 years providing they have the required competencies to carry out the role effectively,
 
•In the region of 2 years experience in a customer facing role
•60 words per minute typing speed
•Advanced Word skills
•Intermediate PowerPoint and Excel skills
 
For more information please contact Jane Alexander