Description:
As a Senior Office Services Operator at Williams Lea, you will play a pivotal role in providing an exceptional client experience for our financial services client. In addition to performing the tasks outlined below, you will take on a leadership role, deputising for the Team Leader when necessary.
The Senior Operator is expected to ensure the accuracy of recorded data, drawing from 3+ years of elevated customer service experience, previous management experience of a team of three or more staff, and serving as a role model for the Office Services Associates.
Key responsibilities
- Can-Do Attitude: Approach tasks with a proactive and positive can-do attitude, ensuring a solution-oriented mindset in every interaction. Demonstrate flexibility and adaptability to meet the evolving needs of the clients and the service desk.
- Client Experience: Prioritise and champion client experience, aiming to exceed expectations in every interaction. Act as the frontline ambassador for the One Stop Shop Service Desk, consistently delivering service excellence.
- Enhance Customer Service: Strive for continuous improvement in customer service delivery, identifying opportunities to enhance processes and exceed service level expectations. Collaborate with team members to share best practices and innovative solutions that contribute to a superior customer service environment.
- Troubleshooting and Query Resolution: Employ strong problem-solving skills to troubleshoot and resolve client issues promptly and efficiently. Take ownership of complex queries, demonstrating a commitment to providing comprehensive and effective solutions.
- Knowledge Centre: Develop a deep understanding of the Clients operations to position the One Stop Shop as a Knowledge Centre. Stay informed about industry trends and client-specific requirements to provide informed and insightful support.
- Technology-Minded: Embrace technology as an enabler for service optimisation, staying informed about relevant tools and platforms. Identify opportunities to integrate technology solutions to streamline processes and enhance the overall service desk experience.
- Team Collaboration: Foster a collaborative team environment, working closely with colleagues to ensure seamless service delivery. Share insights and feedback to contribute to a positive and constructive team culture.
- Service Excellence: Embrace the responsibility of being a frontline representative of the service desk, consistently upholding the standards of service excellence. Actively seek opportunities to go above and beyond in addressing client needs and expectations.
Key Tasks:
- Reprographics: Oversee and assist with reprographics services, ensuring accurate and timely document reproduction.
- Mailroom Services: Manage incoming and outgoing mail, packages, and courier services efficiently.
- Stationery: Monitor and manage office supplies, ensuring adequate stock levels.
- Floor Copiers, Secure Print: Provide support for floor copiers and secure print services, resolving issues promptly.
- Basic MS Office Advice: Offer guidance on basic MS Office applications to employees.
- Complex Queries: Handle complex queries and issues with a proactive and solution-oriented approach.
- Quick Tech Fixes: Provide immediate support for quick tech fixes and issues.
- Database Management: Record and manage desk allocations on a centralised database.
- Engineer Queries: Log, track, and escalate queries related to engineering services.
- IT Accessories: Distribute and manage instant IT accessories for employees.
- Request Logging: Log, track, and escalate all service requests efficiently.
Qualifications and Skills:
- Excellent customer service and communication skills.
- Strong problem-solving and troubleshooting abilities.
- Good knowledge of MS Office applications.
- Ability to handle complex queries with attention to detail.
- Strong organisational and multitasking skills.
- Proactive and able to take ownership of tasks.
- 3+ Years experience in a similar role or industry is essential.
- Previous management experience of a team of three or more staff.