Multi Services Workflow Co-ordinator

Salary: £32,000 per annum, plus company benefits

Location: London, EC2V 7AW

Contract: Full Time, Permanent

Shifts: 37.5 hours per week, Monday – Friday, rotation shifts to open and close the service, which operates from 8:30am until 6:30pm with 1 hour unpaid break

Work model: Fully onsite

Williams Lea seeks a Multi Services Workflow Co-ordinator 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

As a Workflow Coordinator (WFC) within the Multi Service Support team, you will play a vital role in managing and streamlining workflow to ensure that customer requests are completed efficiently and in alignment with client SLAs. You will be the primary liaison with customers, responsible for fostering and maintaining strong service relationships while addressing customer needs and expectations. As a coach and mentor to the team, you will provide guidance and support, helping team members develop their skills and ensuring the team operates smoothly and delivers high-quality results.

Key responsibilities

Task Data Tracking: Ensure the team accurately tracks task data to maintain the integrity of reporting.
Inbox Management: Manage incoming requests and ensure they are up to date before delegating them to appropriate team members.
Deadline & Capacity Management: Negotiate deadlines with clients when necessary and effectively manage capacity to meet demands.

Customer Service Excellence: Provide exceptional customer service, maintaining a customer-centric mindset to enhance client satisfaction.

Client-Provider Relationship Management: Understand the dynamics of the client-service provider relationship and always represent the team professionally.

Complaint Handling & Issue Resolution: Proactively address and escalate complaints, resolving any errors in work promptly.

Root Cause Analysis & Process Improvement: Collaborate with management to investigate quality issues and improve workflows and processes.

Relationship Building: Maintain strong working relationships with colleagues, supervisors, clients, and managers.

Personal Development: Set personal development goals and work towards closing any identified skill gaps.

Work Quality: Follow instructions and guidelines to ensure high-quality work with minimal errors.

Professional Boundaries: Maintain professional distance from team members to foster a positive work environment.

Client & Task Data Management: Track and maintain client-related data, SLAs, and account review data.

Flexibility & Support: Be flexible and available to assist with tasks, including filling in for team members as needed.

Standard Operating Procedures (SOPs): Make full use of SOPs, and assist in promoting, quality checking, updating, and writing them.

Team Development: Support team members in enhancing their skillsets through cross-training and varying tasks where possible.

Client SLAs & KPIs: Work in line with client SLAs and KPIs to ensure targets are met.

Task Execution: Complete tasks as outlined in the deliverables spreadsheet.

Personal attributes

Previous experience: Experience within an admin/workflow role would be beneficial.

Reliability: Maintain excellent attendance and punctuality to ensure SLAs are met consistently.

Passion: Demonstrate a strong commitment to delivering exceptional results and continually improving.

Ambition: Set high personal and professional goals, striving for excellence in all tasks.

Resourcefulness: Be creative and resourceful when faced with challenges, seeking solutions and improvements.

Team Player: Collaborate effectively with colleagues, contributing to a positive team environment.

Detail-Oriented: Pay close attention to detail and ensure work accuracy.

Proactivity: Take initiative in addressing issues and improving processes, without needing prompting.

Communication Skills: Communicate effectively with clients, team members, and stakeholders.

Adaptability: Adjust to changing priorities and manage multiple tasks efficiently.

Problem-Solving: Approach challenges with a solution-oriented mindset, resolving issues effectively.

Customer-Focused: Prioritise customer satisfaction and continuously seek ways to exceed expectations.

Professionalism: Maintain professionalism and integrity in all interactions, representing the company with high standards.

Positive & Energetic: Approach work with an enthusiastic attitude, bringing energy and positivity to the team.

Innovative: Spot opportunities for improvements and suggest practical solutions.

Empathy: Understand and empathise with customers’ needs, ensuring tailored service.

Communication Excellence: Demonstrate exceptional communication skills in all interactions.

Inclusivity: Value and respect the diverse perspectives of team members and clients.

Work Ethic: Maintain a diligent, focused approach to work, with a commitment to quality and continuous improvement.

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:

25 days holiday, plus bank holidays(pro-rata for part time roles)
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.
Life Assurance
Private Medical Insurance
Dental Insurance
Health Assessments
Cycle-to-work scheme
Discounted gym memberships
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 careersatWL@williamslea.com(we do not accept applications to this email address).

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Multi Services Workflow Co-ordinator

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