Workflow Co-ordinator - London, United Kingdom - Williams Lea

Williams Lea

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Workflow Coordinator

Job title:
Workflow Coordinator

Salary:
£38,000 plus 15% shift allowance (£43,700 total)

Location:
London, EC1A 1HQ

Contract: 12 month Fixed Term Contract, with the possibility of being made Permanent

Shifts: 37.5 hours a week, Monday to Friday, 4pm until Midnight with 1 hour unpaid break

Work Model:
Fully onsite due to nature of role

Williams Lea seeks a Workflow Coordinator to join our team

Williams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.

Sound good so far? Then this is the perfect position for you, and you are just the individual that we are looking for

Purpose of the role

Responsible for the intake, prioritisation and deadline management of all client submissions submitted through Presentation Services.

The role requires the individual to work as part of a team, liaising closely with clients, operators and colleagues to ensure all documents are amended and delivered as agreed.

Responsible for primarily ensuring that a first class service and experience is delivered to the client at all times always taking in to account customer journey and experience as well as Williams Lea contractual SLA's and Operational requirements.

Key Responsibilities

Manage submission of work from clients ensuring all relevant information is captured and submitted for each request
Advising/Consulting clients on best practice for markup submission
To act as a key client point of contact
Estimating production times through a thorough preflight, agreeing deadlines and overall Symphony and workflow management and ensuring that all instructions are clear and documented in the work ticket
Clarifying any jobrelated queries before delivery to the operational team
Carefully following the process for offshoring work to India and ensuring the monthly offshore target is met
Proactive management of all deadlines for London and India. Obtaining regular updates from Operators (London) and Workflow (India) regarding document progress
To build professional and working relationship with all clients and colleagues to promote a strong working team
Renegotiating deadlines. Ensuring the client is communicated to at an appropriate level and frequency
Handling all queries relating to documents from clients and Operators. Offering clients solutions to problems
Services and requirements to conform to the Service Line Agreement (SLA) for this account
Coverage of incoming telephone calls to Print Services in the absence of Print staff
To liaise directly with Operators, other Workflow Coordinators and Shift Managers on a regular basis to give updates on workflow, deadlines, issues and full handovers so that the client's requirements can be effectively managed across shifts
Maintain a productive working atmosphere, which promotes teamwork, service excellence and commitment to daily production and contractual targets
Adhoc courier requests

General tasks:

You will be predominantly required to conduct front desk and workflow as well as utilised in operational activities
Adhoc random Quality Assurance checking of team's output
Providing feedback on team's operational performance to Shift Manager
Escalating operational training requirements to Shift Manager for inclusion in personal development plans
Discussing operational concerns with your Shift Manager to enable them to formally resolve
Building strong relationships with the Regional teams. Ensuring daily communication to the India team to determine any issues and agreeing resolutions
Where possible, ensuring that Moscow Presentations Operator is supported and utilised
In absence of Shift Manager, manage and escalate any serious or notable issues to incoming Shift Manager or Operations Manager
Provide shift updates upon Shift Managers return from leave
In absence of a Shift Manager or Manager, ensure all sickness calls and leave requests are recorded immediately
To follow departmental procedures as required
Keep the front desk area tidy and clean at all times
Undertake any adhoc duties as requested by Shift Manager or Management

Key Skills

A very good understanding of customer service with excellent client focus
Must have extensive knowledge of Word, Excel and PowerPoint 2007. A theoretical knowledge of graphics production would be an advantage
Customer focus must be at the heart of everything you do
A friendly and helpful approach with both clients and colleagues is a must
Experience of working in a corporate culture
Ability to estimate DTP and minor Graphics requests
Ability to work under pressure to tight deadlines
Strong service mentality, commitment to service excellence is essential
Empathetic to client pressures and understanding of industry demands
Effective communication skills, both verbal and written
Strong organisational skills
Adaptable, flexible attitude
Ability to