Design and Document Production

Design and Document Production

We are looking for a Design and Document Production to join our team. The Design and Production will be reporting to the Design and Document Services Manager.  The hours of work will be 12:00-20:00 Mon-Fri

Position Objective
•Hands-on and tenured Design and Document Services (DS) experience with a high level of production activity, responsible for team management, escalations, client interaction and service, process enhancement and continued delivery improvements.
•You will be working with workflow and management for both service lines to ensure the smooth running of the service. You will provide a professional and informed focal point for the London team, ensuring that departmental customer service meets client needs and expectations, for ensuring the department adheres to established templates, brand guidelines and production best practices and ensuring service level agreements are consistently met while aiming to enhance the client’s overall service experience.
•Proactively take responsibility for DS workflow and/or production as required.
•Proactively maintain and increase team morale
•Effectively communicating all appropriate messages to your team

Responsibilities of the Design and Production
•Proactively maintain a close relationship with all other location Team Leads and management team.
•Responsible for providing leadership and direction to the London team as well as handling all administrative team matters, including:
  -  On-ground coordination of staff ensuring the department is correctly staffed at all times making sure to
     follow all departmental processes with regard to
     planned and unplanned absences;
  - Advising and assisting the team on ad hoc issues, questions etc;
  - Reporting and Annual Appraisal for staff in London and other locations;
  - Primary in-person client liaison in London, providing advice and supporting the team in day-to-day
     dealing with clients and troubleshooting;
  - 100% handle all client complaints escalated by workflow during your shift, where you will explore all
     options to resolve the issue immediately 90% of time;
  - Ensure relevant workflow is informed of any notified absences and that adequate cover is provided;
  - Technical document trouble-shooting support as required within the centre or directly with centre users;
  - Monitoring productivity of the team ensuring that any issues are identified;
  - Liaison with IT/Facilities/Printroom etc as required;
  - Primary HR liaison for staff in London;
  - Carry out/organise QC audit as per agreed departmental procedures.
  - Reporting accurately and timely
  - Ensure all SLA’s are met
•Ensuring departmental workflow/scheduling is carried out in accordance with agreed procedures and to enforce said procedures.
•Follow, improve and implement all processes and best practices, offering a minimum of 5 improvements fully implemented per annum.
•Work with workflow to ensure staff deliver all projects on time and on budget with all milestones and SLA’s met.
•To work with Design and Document Services Manager on any ad hoc requests such as material for SLA reporting, meeting preparation etc

Desired skills 
•Ability to learn new skills and research innovative solutions for client projects.
•Ability to work well under pressure.
•Must have the ability to multi-task and oversee multiple projects at any given time, as well as perform accurately under time pressures and constraints.
•Must engender a culture of professionalism, superior customer service, and accountability within the team.
•Attention to detail with the ability to work under own initiative.
•Excellent vendor relationship skills.
•Work well as a team and mentor where appropriate.
•Lead by example, offering first level support to the team.
•Excellent working knowledge of design and document production practices and technologies.
•Excellent communication skills.
•Strong client liaison, with a proven track record of developing strong client relationships.
•Effectively organising and prioritising workloads to manage client delivery whilst simultaneously influencing clients with their own ideas and conceptual creativity.
Previous Experience 
•At least 3 years’ equivalent industry experience of leading a team.
•Experience of devising and implementing departmental processes.