Night Shift Team Lead (Document Specialist)

Our client is a leading global law firm operating in over thirty countries. Our client strives by their company values by innovating fresh new approaches to deliver their services and maintain their reputation of excellent service, in all that they do. By doing so this has expanded their team and progress with their Belfast Office base, resulting in numerous key awards.

The role of the Team Lead is to oversee the operation and people management of the department ensuring that a high quality service is delivered in accordance with the needs of our clients.

Role and Responsibilities

Line management

• To line manage the team, holding individual feedback meetings/121s and team meetings ensuring operators off shift are kept fully apprised of points discussed and any resulting actions required
• To manage and review staff training and development including training plans, carrying out the review of objectives with regular check-ins.
• To monitor and ensure the high performance of team members carrying out performance reviews, being responsible for instigating and implementing formal management procedures
• To participate in discussions on process enhancements and improved ways of working
• To organise appropriate resourcing, including for vacancies, absences and training, liaising with other Team Leads/Supervisors and HR as necessary
• To ensure that new staff are properly inducted into the department, appropriate training has been given and reviews are regularly carried out to ensure progress is being made in line with departmental expectations

Service delivery

• To maintain a high level of service which exceeds client expectations. Liaising with the Line Manager, Team Leads/Supervisors from other departments shift patterns, the Workflow Coordinator, the Bridge, clients and third-party suppliers to facilitate the efficient and timely delivery of work in the department
• To manage the handling of service failures, recommending appropriate solutions and escalating if necessary
• To ensure continuity of service by providing cover for other roles as necessary
• To be flexible in working patterns as required to support the needs of the business
• To proactively manage team capacity with the ability to react quickly and appropriately to changes to client and business needs

Specific departmental responsibilities

• Working with Document Expert to provide feedback and guidance to team on technical points
• Overseeing large projects within Document Services, particularly on work which passes between departments
• Developing technical knowledge through training and shadowing as appropriate

Key requirements

• Excellent customer service skills
• Proven people management skills
• Ability to build strong relationships and communicate at all levels
• Strong focus on personal development
• Ability to show initiative, solve problems and/or make sound recommendations
• Experience of working in a busy deadline-driven environment, preferably 24/7
• Excellent planning and organisational skills, with proven ability to multitask, delegate effectively and manage deadlines
• Awareness and understanding of the needs of the business and the ability to suggest how these should be met
• Enthusiastic, responsive and proactive
• Committed to continuous service improvement and innovation
• Strong interpersonal skills and ability to interpret non-verbal behaviour

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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