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Digital Post Room Team Leader





Posted: 20/09/2023

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The Team Leader will ensure that their team as well as contributing to Business Support Division delivers an efficient, cost effective service to the whole business. They will work to ensure the Division is compliant with internal processes, works within the agreed KPI’s and provides an excellent service whilst also working towards positive engagement and consistently displaying Keoghs’ Core Values.
Key Accountabilities
•Ensuring that they always act in line with the GDPR, SRA Code of Conduct for Solicitors, REL's and RFLs, ISO/Firm wide policies and procedures.
•Ensuring that they, and their team, achieve their objectives
•Ensure that appropriate resource is in place to achieve the KPI’s within the agreed budget, assisting other teams when required.
•Assess the team’s workload regularly, and implement action plans to ensure SLA’s are met
•Assisting the Business Support Manager in achieving the department’s absence and attrition targets.
•Assisting the Business Support Manager on HR strategic plan including achieving engagement scores against set targets.
•Use of Social Budget and other means of increasing morale and motivation ensuring team feel engaged.
•Preparing training materials and providing training to new and existing team members as required
•Providing assistance with the tasks within their team as required to maintain SLA’s
•Monitor team performance, conduct regular reviews with all team members and provide constructive feedback that deals with any under performance
•Ensure the appropriate use of the IRF/Breach process to highlight and correct areas for improvement
•To encourage and mentor team members through the Personal Development Plan Process, aiding their development and supporting their career aspirations.
•Ensuring effective 1-2-1s utilising the career pathways documents to assist with progression in role and into other roles within Keoghs.
•Collate appropriate Management Information and produce reports to the Business Support Manager on a monthly basis
•Ensure that the work completed is at the correct standard and seek feedback from customers of the service to validate the quality
•Promptly and professionally dealing with queries received within the team, and internally within Keoghs
•Ensure that their team is aware of, and follows , all the appropriate policies and procedures
•Collate appropriate Management Information for team performance.
•Working with the Business Support Manager to ensure that their team is aware of, and follows, all the appropriate policies and procedures
Working Hours
This role is 35 hours per week, and operates within core office hours. The team provide cover between 08:30 and 17:00 Monday to Friday, with people working 08:30-16:30, or 09:00-17:00 as required.
Essential Skills and Attributes:
•Working knowledge of Microsoft Office Packages such as Microsoft Excel
•Leadership skills, positively influencing those around you to work together to deliver the best results.
•Excellent communication skills to deal with all people matters and liaising with teams we are supporting to gain best resolution and service.
•Strong organisational skills to help plan objectives and strategies which allow teams to perform optimally.
•Being able to adapt and embrace change, implementing ideas to develop the most effective solution.
•Demonstrate resilience, dealing with demands of challenges and changing priorities, learning from experience and taking positive action with a positive attitude.
•Ensure committed to own development seeking feedback to demonstrate continuous improvement
•Management experience preferred
Required Soft Skills:
•Behaviours - displays a positive and professional attitude towards their work and colleagues in line with Keoghs values
•Communication – ability to adapt communication style to ensure a mutual understanding is achieved both with customers and colleagues
•Planning & Organisation – ability to structure, manage and prioritise workload accordingly
•Adaptability – ability to adapt to different situations and tasks, whilst maintaining quality and service
•Quality of Service – to be able to demonstrate an understanding of all detailed aspects of the service and function, and how that contributes to the success of the division
Our culture is focussed on making Keoghs sustainable and successful for our people and clients, with this our four values are at the heart of everything we do;
Keoghs values
We are connected
We are Dynamic
We are Innovative
We succeed together

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