Administration Office Manager
- Recruiter
- Brook Street
- Location
- Sutton Coldfield, West Midlands, England
- Salary
- £27000 per annum
- Posted
- 01 Sep 2017
- Closes
- 29 Sep 2017
- Ref
- Admin Manager
- Contact
- Theresa Robinson
- Sectors
- Management
- Contract Type
- Permanent
- Hours
- Full Time
I am recruiting for an experienced multi team Administration Office Manager for a prestigious client who is one of the industries leading companies in the UK within their industry, based in Sutton Coldfield. This is an exciting opportunity to join and work for a successful department who have a number of national recognised office awards.
JOB ROLE
Working in the Client Services Centre (CSC), the Customer Service Agents deal with the customers who are purchasing pre-paid funeral care plans; you will be overseeing the whole of the pre-need administration team which consists of 22 staff who are split into 4 separate teams, Post Room Team (team who receive customers applications/documents via post and distribute out and deal with general facilities duties), Keying Team (team who input the customer applications), Support Department (team who help with more technical queries from the Customer Service Agents and Independent Clients) and the General Admin Team (deal with general based and technical based administration).
You will be responsible for enhancing and improving the quality of service the Administration, Post Room, Keying and Support Teams provide to their clients, colleagues and partners; working co-operatively as part of the CSC Management Team to ensure achievement of CSC Service Level Agreements (SLA's), increasing productivity, accuracy levels and overall service quality.
THE COMPANY
This is a chance to join a very conscientious, ethical, empathetic, sociable and friendly company who deal with prepaid funeral plans. They are a FTSE 250 company who have been around for over a two centuries in a capacity. They allow customers to pre plan and pre pay for their funeral, meaning people can ensure their own funeral is arranged to how they would like and paid before they pass away, reducing further stress and upset to their family/friends.
TYPICAL DAILY JOB DUTIES - WHAT WILL YOU BE RESPONSIBLE FOR?
CLIENT SERVICE EXCELLENCE:
- To learn and maintain a comprehensive understanding of the business' products, services and processes, which will allow you to demonstrate expert knowledge to your team, drive improvements and effect positive change.
- You will demonstrate clear, consistent leadership and management skills to communicate openly and honestly with your team.
- You will train, coach and develop individual team members enabling them to achieve their potential resulting in real improvements.
- You will work to improve/maintain certain KPI's such as staff and sickness levels
- Work to ISO9001 standards and procedures
- Pro-actively identify recruitment requirements in advance, taking account of likely staff turnover, to ensure a full headcount is always maintained
- Review and recommend any changes to current processes to enhance performance and ensure SLAs are met and ideally exceeded
- Accurately produce any required reporting or analysis as requested in line with required deadlines
OPERATIONAL EFFICIENCY:
- Maintain a well trained team of staff across all administrative procedures to ensure resilience to meet fluctuations in workload demand and business continuity
- Identify best administrative practises &/or challenge existing working methods and use this to recommend improvements in current practises to improve key objectives
- Communicate with stakeholders across the business of all levels
- Conduct regular one-to-one's with direct reports
- Ensure suitable recovery plans are in place and are known by your team members should something unexpected happen
- To support internal departments by creating and adapting processes to facilitate any new initiatives
- To collaborate on key projects that enable continued business growth
PERSONAL SPECIFICATION
- Previous administration office line management experience is essential
- Ability to motivate and inspire; a bright individual with a positive attitude
- Experienced in conducting performance reviews
- Experience of training, coaching and developing team members
- Committed to the provision of excellence client service
- Knowledge of ISO9001 standards and procedures would be ideal
- Strong administrative skills and eye for detail, especially report writing and data gathering to manage workloads
- Ability to review processes and make recommendations for positive changes and put plans into place to implement them
- A confident communicator to all levels of staff and stakeholders, both internally and externally
- Ability to multi-task, prioritise workload and re-organise tasks as necessary
- Ability to work under pressure and be self-motivated
- PC literate & accuracy in managing data and associated information
- Approachable, enthusiastic with a 'can do' attitude
- Confident, sensitive and empathetic natured
- Exceptional organisational skills
- Flexible with working hours, happy to work 1 in 4 Saturdays as and when required
***PLEASE ONLY APPLY IF YOU HAVE THE EXPERIENCE WHICH IS REQUESTED FROM THE ABOVE PERSONAL SPECIFICATION***
WHAT ARE WE OFFERING?
- £27000 salary
- 38.75 working week, Monday to Friday with the potential of 1 in 4 Saturdays (day off in the week in lieu when work a Saturday)
- 22 Days holiday + bank holidays each year (entitlement increases with service)
- An attractive company pension
- Laptop
- Free Parking
- Childcare Vouchers
RECRUITMENT PROCESS/TIMELINE
Closing date for application: Friday 15th Sept 2017
Interview: Week Commencing Monday 25th Sept 2017
Start date: ASAP after interview