Workflow Coordinator

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 view to go permanent)

Shifts: 16:00-00:00 – Monday to Friday

Work Model: On-site

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

Workflow responsibilities:

• Management of requests through the myPublishing Services Portal, Presentation Services email inbox, docBANK and walk-in banker requests 
• Manage submission of work from clients ensuring all relevant information is captured and submitted for each request 
• Advising/Consulting clients on best practice for mark-up submission 
• To act as a key client point of contact 
• Estimating production times through a thorough pre-flight, agreeing deadlines and overall Symphony and workflow management and ensuring that all instructions are clear and documented in the work ticket
• Clarifying any job-related queries before delivery to the operational team 
• Carefully following the process for off-shoring 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 
• Ad-hoc courier requests 

General tasks:

• You will be predominantly required to conduct front desk and workflow as well as utilised in operational activities 
• Ad-hoc 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 ad-hoc 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 work as a team, supporting your colleagues in London and overseas
• Exposure to a shift environment would be beneficial 

The Package

Private Medical Insurance, Life Insurance/Life Assurance, Company Pension, Corporate Eye Care, Personal Accident and Company Sick Pay. Additional benefits such as Dental Insurance, Gym Membership, Charity Donations, Employee Offers, Retail Vouchers and Season Ticket Loan are offered at a discount on a salary sacrifice basis. You will also have the opportunity to work for a global employer; and dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects.

The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

Please note: Due to the high volume of responses received for this role we will not be able to contact all applicants directly. If you have not heard from us in four weeks please consider your application unsuccessful.