Hospitality​/Office Services Supervisor

Position: Hospitality/Office Services Supervisor - Mon-Fri - 7:30am-4:30 pm
** This website is operated, hosted and managed by Williams Lea Limited,*
* ** 3 Savannah Way, Leeds LS10 1AB
, United Kingdom.****. View our** .
** Pay**:$66,500 - $70,000/salary
** Benefits**:
* Various health insurance options & wellness plans (Medical, Dental, Vision, Prescription Drug)
* 401k Retirement Savings Plan Including Employer Match
* Paid Time Off (PTO)
* Life Insurance
* Paid Parental Leave
* Short-term & Long-term Disability
* Healthcare & Dependent Care Flexible Spending Accounts
* Domestic Partner Coverage
* Commuter Benefits
* Legal Assistance
* Employee Assistance Program (EAP)
* Additional Employee Perks and Discounts
*
* Job Duties:

*** Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees
* Manage relationships with clients by ensuring a high level of customer satisfaction
* Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
* Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client
* Responsible for employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management
* Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
* Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development
* Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly
* Create and distribute monthly invoice, ensuring it meets contractual requirements
* Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making
* Solicit feedback from clients (client outreach) regularly
* Foster cross-training and a sense of team work to optimize client service delivery
* Educate clients regarding Williams Lea services already providing and those available through strong sense of the client’s business and the impact our services may have on their success
* Identify opportunities for account growth, new services, resolutions to client challenges through communication with clients/end-users – escalate opportunities to manager
* Participate or lead due diligence, implementation (people, process, technology) for new business within client account; participate as needed on other new client accounts.
* Be able to lift up-to 50 lbs. on a regular basis.
* Adhere to Williams Lea policies in addition to client site policies
** Job Qualifications**:
* Bachelor’s degree or equivalent experience
* 3 or more years’proven experience ina customer service environment, legal or financial services industries preferred
* 3 or more years’experience inoffice support including a combination of administrative, facilities, hospitality, reception, reprographics andmailroom
* Understanding of USPS regulations
* Understanding of reprographics equipment and usage
* Intermediate Microsoft Office Word and Excel skills
* Basic Microsoft PowerPoint skills
* Prior experience managing vendors preferred
* Basic P&L understanding a plus
* Demonstrated experience prioritizing competing priorities under tight deadlines
* Exceptional communication skills, both written and verbal
*…