Office Manager

A solid background Office Manager required ASAP in the Eastleigh area.

Position: Office Manager

Salary: Very competitive

Hours: 8:00am - 17:30pm, 40 Hours per week

Location: Eastleigh

To lead and manage a team of Operations Administrators, consistently ensuring a high level of customer service to both internal and external customers is achieved within a critical time frame. Ensuring compliance with customer service level agreements and internal procedures while achieving defined key performance indicators.

EXPERIENCE REQUIRED:
To be appointed to this role, the following are minimum requirements:
You must have experience of:
line management, including performance management, coaching and motivating a team
working in a fast paced customer service orientated environment
managing customer expectations and demands to provide outstanding customer service
working to tight deadlines
working to defined key performance indicators

The following experience is desirable but not essential:
dealing with high volume calls

PERSON SPECIFICATION: To be appointed to this role you must be able to demonstrate the following:
Ability to manage and motivate
Use initiative to make informed decisions
Ability to challenge behaviours and act as a role model for others
Ambitious and target driven  Problem solving - recognition, assessment, ownership and solution delivery
Willing to take ownership and responsibility for customer requirements
Outstanding communication skills

Exceptional telephone manner
High level of accuracy and attention to detail
Calm under pressure and flexible in approach
Ability to adapt to changing customer demand
Strong organisational skills and ability to prioritise
Being a team player
A good working knowledge of using Microsoft Word, Excel and PowerPoint

KEY RESPONSIBILITIES:
Proactively lead, advise, coach and motivate the team, ensuring maximum performance is
achieved
Support/assist the team in responding to all incoming calls
Drive performance to continually improve against key performance indicators (KPIs)
Ensure adherence to agreed service level agreements (SLAs)
Ensure the accuracy of information and a "right first time" approach is achieved
Correctly follow policy instructions relating to the handling of information for each customer
Create a close working relationship with key stakeholders
Allocate work to the team
Use a customised casing management system to track casings returned to manufacturers
Invoice auditing from timesheets - check to ensure that invoices have been raised
Use an in-house system to enter data from job sheets processed by field technicians to raise
invoices
Enter job cards on the internet for manufacturers
Extensive work on Microsoft Excel putting fleet inspections and cost plans against customers
fleets
Ensure monthly reports are complete and sent to customers (damage, cost, inspection)
Monitor and provide monthly KPIs and SLAs reports on team performance against targets with
commentary on variances, along with weekly update on progress
Ensure full compliance to Company policies and procedures
Act as a role model
Help support and train new members of the team
Ensure accuracy of the teams work, particularly during the training period
Undertake 121s with each member of the team; ensuring appropriate PDPs are in place
Ensure that the agreed escalation procedures are followed
Provide feedback to each member of the team
Adapt approach depending on customer situation
Work flexibly to support business
Fully understand our customer's expectations in order to manage their requirements
Fully conversant with all systems used within the department
Strive to maximise internal and external customer satisfaction

If you are interested please apply!