Administration Team Leader

1 month ago

Norwich, Norfolk, United Kingdom Hays Business Support Full time

Your new company:

Careline 365 - market-leading technology enabled care services who have been empowering people to live more independently for over 30 years. They provide digital hardwired and dispersed alarms alongside robust monitoring solutions. Both work in tandem with 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 as Administration Team Leader is to manage a team of Alarm Response Centre administrators and customer service representatives. They enable the best level of service for their customers. With a client base of circa 72,000 people nationwide, it 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 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, they 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:

  • People management skills are a must.
  • 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 member's feedback and resolve any issues or conflicts.
  • Support staff by carrying out staff appraisals, one-to-one meetings, reviews, and providing training were needed.
  • Performance management for members of the team. This may include holding performance reviews, write and implement 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 meetings and executing the company policy.
  • Monitor KPI's, implement strategies to ensure these are met and be accountable for maintaining the TSA standards.
  • Be involved in the recruitment process.
  • Task allocation, prioritising urgent tasks and ensuring no backlogs occur.
  • Plan office rota's and liaise with wider management in the most cost-effective way.
  • Review annual leave requests where needed.
  • Provide feedback to the team.
  • Oversee call quality checks and audits to monitor the performance of the team. Using the information to identify when/if further training/support is required, and actioning this to improve standards within the team.
  • Take reasonable care of the health and safety of yourselves and the team.
  • Cooperate with the employer on health and safety matters.
  • Don't misuse any equipment provided for health and safety by the company.
  • Data and Documentation Maintenance
  • Work with the other team leaders and Heads 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.
  • Maintaining a strong working knowledge of company products and services.
  • Working with the Quality Manager to ensure ISO accreditation is maintained.
  • Risk management.
  • 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.
  • An efficient worker able to prioritise and complete multiple tasks in a shift while still maintaining a high standard of quality.
  • A confident decision maker
  • A positive influence and motivator of staff
  • Must be approachable and can think on your feet
  • Competent user of Excel, including formulae.
  • Effective communicator at all levels.
  • To be flexible with shifts, to meet the requirements of the team.
  • Leading by example, e.g., working in accordance with company policies.
  • Calm under pressure
  • Ability to adapt
  • The ability to self-manage your workload to make sure all jobs are completed to schedule.

What you'll get in return

  • Salary of 25,500 per annum
  • 23 days of holiday
  • Aviva Pension Scheme
  • Free eye tests through Specsavers
  • Free tickets to the Executive company box at Norwich City Football Club
  • Increasing holiday allowance with each year of service (reviewed)
  • Paid Duvet Days after a successful probation period
  • Generous staff discount when you buy products from Zatu website or in their shop
  • 50 Zatu voucher on your birthday after completing probation
  • Employee referral bonus
  • Further education/qualification contributions
  • Health assured EAP service for workplace wellbeing
  • Bike to work scheme and cycle storage
  • Free on-site parking
  • Terms and conditions apply

What you need to do nowCall Kim now on (phone number removed) 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.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)

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