Workflow Coordinator

Workflow Coordinator

Job title: Workflow Coordinator

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

Location: London, EC1A 1HQ

Contract: Permanent, full time

Shifts: 16:00-00:00 – Monday to Friday with a 30-min break, unpaid

Work Model: Fully onsite

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

The Workflow Coordinator is responsible for managing the intake, prioritization, and deadline management of all client submissions received through Presentation Services. This role requires collaboration with clients, operators, and colleagues to ensure that all documents are amended and delivered as agreed.

The primary focus is to ensure that an exceptional service and experience is consistently provided to clients, with consideration for their journey and experience, while adhering to Williams Lea’s contractual SLAs and operational requirements.

The ideal candidate will have experience managing a team of Presentation Specialists and be proficient in branding, identity, pitchbook creation, corporate presentation design, and desktop publishing.

Key Responsibilities

Workflow Management:

• Oversee requests submitted through the myPublishing Services Portal, Presentation Services email inbox, docBANK, and walk-in client requests.
• Ensure that all necessary information is captured for each client request.
• Advise and consult clients on best practices for mark-up submission.
• Serve as a key point of contact for clients.
• Estimate production timelines through thorough pre-flight checks, agree on deadlines, and manage Symphony and workflow processes, ensuring that all instructions are clearly documented in the work ticket.
• Address any job-related queries before passing the work to the operational team.
• Follow the process for offshoring work to India and ensure that the monthly offshore target is met.
• Proactively manage all deadlines, coordinating regular updates from operators in London and the workflow team in India to track document progress.
• Foster professional relationships with clients and colleagues to support a strong team dynamic.
• Renegotiate deadlines as needed and communicate effectively with clients at the appropriate level and frequency.
• Address all document-related queries from clients and operators, providing solutions where necessary.
• Ensure that services and requirements comply with the Service Line Agreement (SLA) for this account.
• Provide coverage for incoming calls to Print Services during staff absence.
• Regularly liaise with operators, other Workflow Coordinators, and Shift Managers to provide updates on workflow, deadlines, issues, and handovers to ensure effective management of client requirements across shifts.
• Maintain a productive, collaborative atmosphere that promotes service excellence and the achievement of daily production and contractual targets.
• Handle ad-hoc courier requests as needed.

General Responsibilities:

• Primarily responsible for managing front desk and workflow operations, as well as supporting operational activities.
• Conduct ad-hoc Quality Assurance checks on the team's output.
• Provide feedback on team performance to the Shift Manager.
• Highlight any operational training needs to the Shift Manager for inclusion in personal development plans.
• Collaborate with the Shift Manager to address and resolve operational concerns.
• Build strong relationships with regional teams and maintain daily communication with the team in India to identify and resolve any issues.
• Provide support to the Moscow Presentations Operator where possible.
• In the absence of the Shift Manager, escalate any significant issues to the incoming Shift Manager or Operations Manager.
• Provide shift updates upon the Shift Manager’s return from leave.
• Ensure that sickness calls and leave requests are recorded promptly in the absence of a Shift Manager or Manager.
• Adhere to departmental procedures as required.
• Maintain a clean and tidy front desk area at all times.
• Undertake any ad-hoc duties as requested by the Shift Manager or Management.

Key Skills

• Strong customer service skills with a focus on client satisfaction.
• Extensive knowledge of Word, Excel, and PowerPoint in MS 365. A theoretical understanding of graphics production is advantageous.
• A client-focused mindset at the core of all activities.
• Friendly, approachable, and supportive with both clients and colleagues.
• Experience working in a corporate environment.
• Ability to estimate DTP and minor graphics requests.
• Capability to work under pressure and meet tight deadlines.
• Strong commitment to service excellence and a proactive service mentality.
• Empathetic to client pressures and an understanding of industry demands.
• Effective verbal and written communication skills.
• Excellent organizational abilities.
• Adaptable and flexible in approach.
• Ability to work collaboratively as part of a team, supporting colleagues in both London and overseas.
• Experience in a shift-based environment is beneficial.

REWARDS & BENEFITS

We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

20 days leave per annum pro-rata plus bank holidays. In addition, the office closes from 24th December to 1st January. 

Salary sacrifice schemes, retail vouchers – Including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops & computers or household appliances.

• Life Assurance
• Private Medical Insurance
• Dental Insurance,
• Health Assessments
• Cycle-to-work scheme
• Gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

EQUALITY & DIVERSITY

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.

If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at [email protected]

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