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Administration Team Leader

3 months ago

Norwich, United Kingdom Hays Full time
Administration Team Leader

Your new company :
Our market-leading Technology Enabled Care services have been empowering people to live more independently for over 30 years. We provide digital hardwired and dispersed alarms alongside robust monitoring solutions. Both work in tandem with our innovative, cloud-based management and information tools, helping you move to digital Technology Enabled Care with confidence.

Your new role:
The purpose of the role of Administration Team Leader is to operationally manage the team members of the Alarm Response Centre (ARC)'s Administration team, to enable the best level of service to our customers. Our client base of circa 72,000 people nationwide generally consists of the elderly and vulnerable, who press their alarms in the event of an emergency. An Administration Team Leader will have 20 or so direct reports, consisting of Administration Assistants, and your role is to manage them directly. However, the Administration Team Leader is part of a wider management team who are responsible for the operational running of the centre.
The Administration team is responsible for the maintenance of our client data, conducting surveys, receiving inbound calls from housing managers and engineers, managing equipment maintenance (e.g., ordering replacement equipment for devices on low battery) and investigating exceptional calls. As an Administration Team Leader, we are first and foremost looking for a People Manager who can motivate and support a hybrid team, and manage the day to day running of the sub-department.
Main Responsibilities and Activities 1. People Management:

  • Motivating the administration team and working to promote a healthy and positive working environment. This will include the need to be creative and the need for you to use your initiative when doing so.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Supporting staff by carrying out staff appraisals, one to one meetings, reviews and providing training.
  • Performance management for members of the ARC. This may include holding performance reviews, holding non-conformance meetings, writing & implementing performance improvement plans or executing the company disciplinary procedure and any subsequent outcomes.
  • Absence management for members of the team, including carrying out returning to work and executing the company policy, including any resulting outcomes.
  • Monitor KPIs for the centre, suggesting and implementing strategies to ensure these are met and being accountable for maintaining the TSA standards.
  • Being actively involved in the recruitment process.
  • Task allocation, prioritising urgent tasks and ensuring no backlogs occur.


2. Rota Maintenance
  • Supporting the Resource and Capacity Planner in organising the staff rota. Ensuring adequate cover across the week while liaising with the wider Management Team to do so in the most cost-effective way.
  • In the absence of the Resource and Capacity Planner, reviewing annual leave requests from the team and approving or denying as necessary.
  • Completing return-to-work of employees following a period of absence.

3. Mentoring
  • Offering support and feedback; on the spot and feedback will include both reactive and proactive guidance.
  • Overseeing call quality checks and audits to monitor the performance of the team. Using this information to identify when further training/support is required, and actioning this to improve standards within the team.

5. Health & Safety
  • Take reasonable care of the health and safety of themselves and of others who may be affected by what they do or do not do.
  • Cooperate with the employer on health and safety matters.
  • Not misuse any equipment that is provided for safety purposes (e.g. safety goggles, meter readers etc.)

6. Data and Documentation Maintenance
  • Working with the other team leaders and Head of Service to ensure all documentation such as process manuals remains up to date and compliant with TSA standards
  • Reporting key metrics to the rest of the management team and senior management. Including feedback and action plans when targets are not being met.
  • Work with the reporting team to maintain databases and spreadsheets.
  • Low level data analysis to drive efficiencies within the ARC.

7. Other
  • Maintaining a strong working knowledge of company products and services
  • Working with the Quality Manager to ensure ISO accreditation is maintained
  • Risk management, to include identifying risk and finding solutions to mitigate these
  • Being involved in the TSA annual audit process, including preparing evidence for submission.
  • Monitor the relevant inboxes and be a key point of contact for external partners.
  • Work with management to automate admin processes and drive efficiencies within the department.
What you'll need to succeed
  • Managerial Experience.
  • Previous experience of data maintenance.
  • Good understanding of Microsoft Office, word, excel, outlook, and other online systems.
  • Good standard of education.
  • Confident decision maker.
  • Calm under pressure
  • Clear and effective communicator.


What you'll get in return
  • Opportunity to work hybrid.
  • Up to £25,500 per annum.
  • 23-days of holiday.
  • Discount voucher for businesses
  • Events participation.


What you need to do now
Call Kim now on or email your updated CV now.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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