My client strives to offer a first-class service to an established client base that is set for a further sustained period of growth. They now seek a strong, enthusiastic Administration Team Manager as part of this growth.
The successful candidate will have proven managerial experience and the ability to lead from the front, showing strong leadership and motivational skills.
In return they can offer you a welcoming and friendly working environment and the opportunity to develop and work for a company that promotes from within. You would also have the opportunity to earn a performance related bonus, based on company and team targets being achieved.
Key duties for the Administration Manager;
Ensuring all incidents and service requests are correctly logged, categorised and prioritised
Acting as an escalation point where difficult or controversial calls are received
Arranging coaching, mentoring, staff training and awareness sessions where required
Producing KPIs, statistics and management reports
Representing the Administration Team at meetings
Liaising with senior management
Participating in the design, implementation and enforcement of Administration Team policies and procedures
Performing briefings to Administration Team staff on changes or deployments that may affect volumes at the Administration Team
Managing the on-boarding and acceptance of new services to be supported by the Administration Team
Being proactive, innovative and taking clear ownership for areas of responsibility
Driving and executing continual service improvement
Maintaining a high quality knowledge base.
Ensuring the Administration Team delivers extremely high levels of customer service
Managing Administration Team queues and ensuring all tickets are completed within agreed SLA timescales
Proven experience working within a fast paced Administration Team
Proven experience working as an Administration Team Manager or Team Leader
Proven experience in designing and implementing structured processes
Ability to coach, mentor and develop members of the Administration Team.
Excellent interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Strong organisational, presentational and customer service skills
If you have the relevant skills and experience for this role, please send your CV to apply
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