Document Liaison Co-ordinator

Owen Reed
03 Feb 2017
03 Mar 2017
Contract Type
Full Time
Document Liaison Co-ordinator

The Document Liaison Co-ordinator will be responsible for providing support to fee earners/business services on their document production requirements and queries, ensuring all work received by hand and email is added to the Workflow Tool and undertaken to a high standard.  The Document Liaison Co-ordinator will be the initial point of escalation for any feedback regarding work undertaken.
The Document Liaison Co-ordinator will work collaboratively with the business and the GSC team to ensure the delivery of a high level, seamless document production support service.

Specific responsibilities include:
• Being the primary point of contact for advice and guidance on document production support internally and for the GSC team
• Being the subject matter expert and fully supporting the transfer of knowledge to the GSC
• Being the initial point of contact for any escalations regarding work undertaken or feedback
• Providing support to the GSC in clarifying instructions received and liaising with internal clients when
• Logging work received by hand and email and scanning any relevant documents onto the system for the
  GSC to access
• Negotiating deadlines when necessary
• Providing support on trouble-shooting queries
• Carrying out quality checks on work produced by the GSC and providing feedback as appropriate
• Providing direct support on urgent and restricted document production requests
• Delivering clear and concise handover notes
• Primary responsibility for compiling reports and workload analysis
• Being involved in ‘closing off’ of GSC job requests ensuring work has been completed to the expected
• Proactively requesting feedback on work completed from within the business in order to report on the
   level of support being provided
• Identifying any training gaps/development areas based on work requests being received/sent to the GSC
• Looking at process efficiencies and identifying areas for improvement

Administrative skills
• To take responsibility for ensuring work requests received by hand and email are entered correctly onto
   the workflow tool
• To monitor the workflow tool to ensure deadlines are being met and when necessary, undertaking work
   requests to support these deadlines
• To assist with queries on work requests being submitted or being undertaken by a member of the GSC
• To carry out regular quality checks on work being returned by the GSC team
• To carry out scanning and photocopying requests as required to ensure a seamless service is provided

Technical ability
• To be a highly knowledgeable user of key software packages including Word, PowerPoint, Excel, Outlook,
   pdfDocs and Visio and take responsibility for any training needs to improve relevant skills needed to 
   meet the needs of the business
• To produce/amend lengthy and complex business critical documents with speed and accuracy from time
   to time
• To be competent with working with various templates, styles and formatting requests
• To proofread and check all work for spelling, grammar, formatting, presentation and sense
• To proactively work with other members of the team to make sure relevant documentation is produced
   to meet internal and external clients’ expectations and deadlines

Professional skills
• To be proactive in clarifying instructions should they be unclear or if deadlines are not made explicit
• To respond to internal and external emails and telephone enquiries politely and professionally
• To make sure that there is an effective and efficient handover of work between shifts and ensuring  good
   communication and links with the GSC team
• To carry out any other duties as reasonably requested

General approach
• To show a positive and ‘can-do’ approach
• To show initiative when responding to queries and to actively try and seek solutions
• To proactively share information in relation to document best practice or ‘fixes’ to document problems
• To support and build working relationships with the team and to actively work for the interests of the
   whole team
• To be flexible in meeting the needs of the team and the business - e.g. occasional shift changes (with
   reasonable notice) to accommodate team and business needs