Administrative Team Leader
Locations: Byfleet & New Haw
Starting Salary from £28,000
Reporting to: Client Services Manager
Full-time, immediate start
Hours are 37.5hrs paid per week from 8:00am to 4:00pm / 8:30am to 4:30pm
Paid holiday entitlement of 31 days inclusive of public/bank holidays
The role
We are currently recruiting for an Administrative Team Leader to work in a client service focused role across the full range of facilities management services provided by Just Ask to 90,000 residential properties nationwide. Working closely with Operations Managers and Supervisors the role will be responsible for managing a team of Administrators to support efficient and effective delivery of the programme of works schedule and ad hoc work requests. The Administrative Team Leader’s primary objective is to manage the resources within the team to achieve a consistently positive service experience for all clients that is best in class through:
- Excellent organizational and interpersonal skills, cooperation with relevant stakeholders and resources, and management of the available resources, taking into consideration skills and experience across the team, to deliver the programme of works schedule and ad hoc work requests in accordance with contractual requirements and client expectations
- Consistent, competent, timely and accurate handling of reported issues, complaints, requests and escalations
- Managing the maintenance of quality systems and processes and fostering a culture of continual improvement within the team
- Ongoing professional development of self and others within the team to build knowledge of, and evolve, the systems and technology supporting delivery of a positive client service experience
Responsibilities and duties
Working under the supervision of the Client Services Manager, and alongside the Scheduling and Dispatch Team Leader, to support efficient and effective delivery of the programme of works schedule and ad hoc work requests, the Administrative Team Leader will be responsible for the following:
Administrative Responsibilities:
- Managing a small team responsible for general administration and client service across multiple contracts; prioritising and directing team focus and allocating resources based on evolving business needs both in the short and long term (managing annual leave, absence and shifts to ensure continuity of service)
- Managing inbound client communications for a client contract grouping, ensuring enquiries are categorised and logged using the CRM software package and, working with Operations Managers and Supervisors to ensure all client enquiries are addressed in a timely manner
- Overseeing the administrators that act as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
- Responsibility for client satisfaction in relation to the handling of service-related issues including managing client complaints, resolving escalated issues or where necessary escalating further to Client Account management and Operations management
- Overseeing the efficient and effective delivery of the workflows to service ad hoc works requests, coordinating delivery from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing
- Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
- Liaising with sub-contractors, clients and resident to arrange the delivery of sub-contracted works (e.g. organising access, checking parking restrictions)
- Liaising with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues
- Responsible for ensuring revenue from ad hoc works is tracked effectively and billed in a timely manner
- Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
- Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
- Manage the preparation of weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required
- Ensuring that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate
Additional responsibilities:
- Developing a high performing team through effective management including regular performance reviews and objective setting, training to develop skills and hiring.
- Proactively identifying opportunities for developing self and others and fostering a culture of ongoing personal and professional development across the team with a focus on technical skills and capabilities
- Regularly reviewing and reporting performance metrics, service delivery status, and potential opportunities for increasing revenue to the Client Services Manager
- Preparing daily, weekly and monthly KPI and SLA performance reports, and such other reporting as from time to time may be required by the business,
- Continually reviewing and analysing performance metrics and underlying trends in operational service delivery and taking appropriate action where required to maximise operational performance and mitigate risk
- Developing, documenting, maintaining and improving processes and procedures for all activities within the remit of the administrative team. Participate in establishing and implementing broader business processes
- Building, maintaining and continuously improving organisational knowledge of contracts through the logging of exceptions, issues and any client or site updates; communicating issues for resolution to Operations Managers and Account Managers as appropriate
- Managing the updating of the CRM Platform and Management Information System to ensure all data, assets and associated records are updated, all dashboard and reports are operating and accurate
- Such other responsibilities as from time to time may be required of the role as directed by the Client Services Manager
Measurement and KPIs
- Delivery of contracted works schedule, bulk waste schedules and ad hoc work requests in accordance with contractual requirements and client expectations
- Completeness and accuracy of systems, data and processes
- Timely and accurate processing of ad hoc work orders through the administrative workflow
- Volume and value of ad hoc work orders processed
- Timely resolution of complaints and issues
Primary stakeholders/relationships
- Client Services Manager
- Operations Director, Managers, Supervisors and Operatives
- Clients and residents
Personal attributes and requirements for the role:
Required:
- Experience of managing a digital/tech enabled helpdesk, internal service desk or call centre experience