Job Description

The main duties will include but are not limited to the following:

• Encourage a customer service environment and ensure that all processes reflect this and all staff are appropriately trained.
• Ensure new entrants receive a full induction and are successfully integrated into the team 
• Directly supervise Document Production Specialists, tracking all aspects of performance and giving regular feedback through one to ones. 
• Manage the staffing resource available to ensure that the most effective use of the team is made.
• Ensure absence is managed effectively, completing return to work meetings where necessary and monitor timekeeping.
• Build and develop day-to-day relationship with assigned client(s), being their first line of contact for queries, concerns or complaints 
• Monitor and ensue staff compliance with established procedures i.e. operational process, quality control procedures, conduct, attire, performance and attendance
• Participate in new client implementations 
• Collate data and provide daily, weekly and monthly reports on utilization and resources 
• Monitor and manage workflow software/systems, having an overview of all assigned workflows and job queues 
• Run team meetings on a regular basis, prepare agenda, ensure minutes and actions are taken and distributed. 
• Communicate management messages accurately and positively in support of the Firm’s values and policies.

Required Knowledge, Skills, and Abilities

• Customer focused, with experience in staff management in a customer service environment. 
• Self-motivated, with the ability to lead by example. 
• Well presented with a professional manner. 
• Flexible and dependable, able to take the initiative.
• Able to priorities, problem solve and deliver under pressure. 
• Accurate typing speed of at least 60 words per minute. 
• Exceptional technical skills and advanced knowledge of Microsoft Word, Outlook, Excel, PowerPoint and research tools.
• Excellent telephone manner and competent knowledge of telephone systems. 
• Quick learner.
• Effective communicator at all levels, both written and oral. 
• Attention to detail, ability to retain high levels of concentration
• Hands on team worker. 
• Conscientious, approachable and enthusiastic.
• Able to quickly build confidence, respect and trust with others.