Client Support Team Leader
- Recruiter
- Eversheds
- Location
- London (Greater) (GB)
- Posted
- 31 Jul 2015
- Closes
- 25 Aug 2015
- Ref
- 1483141
- Vacancy Type
- Solicitors, Private Practice
- Contract
- Permanent
- Hours
- Full Time
- Practice Areas
- Other
- Experience Level
- Junior Level, Mid Level
About Eversheds
At Eversheds we believe in bringing the client - both internal and external - to the centre of everything we do. To do this we need to understand, anticipate and fulfil the unique needs and expectations of each client. We call this "Client Focus" and to help deliver this core part of our business strategy, we want to recruit people who not only excel in their field but who are also client focused.
The post holder will be part of a large team of support staff with responsibility for all aspects of the operation and management of the Eversheds properties within Europe. The normal place of work will be London but the post holder may from time to time be required to work in other locations to meet operational needs.
The main activities of the Facilities team include property acquisition, disposal and space utilisation, general operation, administration, maintenance and repair. In addition they manage the contents and all services required to provide a quality safe and secure environment for staff, clients and visitors.
The health, safety and welfare of our clients, visitors and staff is of paramount importance and is thus essential to support a safe working environment. Particular reference is made to the health and safety at work regulations and Eversheds Health and Safety policy.
Key responsibilities:
The main purpose of the role is to lead the Client Support Assistants in delivering a first class client service which exceeds the expectations of both internal and external clients. To ensure a seamless and professional service ensuring that the team never compromise on quality.
The key responsibilities are listed below;
· To manage direct reports in a supportive and proactive manner, setting objectives and reviewing these regularly
· To develop individuals to achieve their potential by conducting regular appraisals, setting objectives and planning training requirements in line with the PDRs
· To manage sickness and absence issues sensitively and proactively
· To find innovative and cost effective ways of providing training and team building events for the client support team.
· Ensure the client support team project a smart professional image at all times.
Further responsibilities
· To project a smart professional business image
· Provide a high level of service in line with agreed SLA’s and KPIs consistent with facilities national objectives
· The job holder may from time to time be required to carry out any of the functions associated with the administration and facilities management of the firm and its premises
Skills and experience:
Skills and Attributes Required
· Strong commitment and a passion for meeting the needs of the internal and external clients
· An innovative attitude with a forward thinking approach
· A pleasant and friendly disposition
· An organised and methodical approach
· Adaptable to changing work environments
· Ability to communicate at all levels
· Reliable, flexible and a team player
· Ability to remain calm and perform well under pressure
· Ability to use own initiative
· Professional smart business image
· Willingness to undertake training and share knowledge with team
· An enthusiastic approach to change with strong leadership skills, tenacity and resilience
Previous Experience
· Strong experience gained ideally within the Corporate/hospitality industry in a client facing position.
· Experience of managing a team in a client facing environment.
· Should possess outstanding client focus skills - always putting the needs of all Clients (both internal and external) first and consistently strive to improve Services offered and received.
· Should possess excellent communication skills - written and oral - an ability to develop empathy across a broad spectrum.
· Should possess organisational skills with excellent self-management.
· Should possess excellent leadership/motivational skills - able to inspire all members of the Client Service Officers team.
· Highly computer literate and able to learn new systems quickly, good knowledge of a Front of House room booking system, Microsoft Word and Excel.
Key competencies:
We're a modern, progressive law firm. We think differently and we've built a culture where individual skills and personalities can shine through. At Eversheds, we believe that innovation comes from a culture of genuine equality and diversity and we are happy to discuss any reasonable adjustments individuals may require in the recruitment process, or once in post.
Eversheds endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Eversheds operates within a preferred supplier list.
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