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Operations Administration Supervisor

2 months ago

Norwich, United Kingdom Hays Business Support Full time

About the Company:


Hays Business Support is a prominent provider of innovative administrative solutions, dedicated to enhancing operational efficiency for over three decades.

They specialize in delivering comprehensive management and support services that empower organizations to streamline their processes effectively.
Role Overview:


The Administration Team Leader is responsible for overseeing a dedicated team of administrators and customer service professionals within the Alarm Response Centre.

This role is crucial in ensuring exceptional service delivery to a diverse clientele, primarily consisting of elderly and vulnerable individuals who rely on prompt assistance during emergencies.


As an Administration Team Leader, you will manage approximately 20 direct reports, including administrative assistants, while collaborating with a broader management team to ensure the seamless operation of the centre.

The administration team plays a vital role in maintaining client records, conducting surveys, handling incoming inquiries from housing managers and engineers, managing equipment upkeep, and investigating unusual calls.

We seek a People Manager who can inspire and support a hybrid team while effectively managing the daily operations of the sub-department.


Key Responsibilities:
1. **Team Leadership:** Cultivate a motivating and positive work environment for the administration team, utilizing creativity and initiative to enhance team dynamics.
2. **Performance Management:** Conduct staff appraisals, one-on-one meetings, and training sessions to support team development and address performance issues.
3. **Absence Management:** Oversee attendance, conduct return-to-work meetings, and implement company policies regarding absences.
4. **KPI Monitoring:** Track key performance indicators, develop strategies to meet targets, and ensure compliance with industry standards.
5. **Recruitment Involvement:** Participate in the recruitment process to build a strong and capable team.
6. **Task Management:** Prioritize urgent tasks, allocate responsibilities, and prevent backlogs in workflow.
7. **Documentation Maintenance:** Collaborate with other leaders to ensure all operational documentation is current and compliant with industry regulations.
8. **Reporting:** Provide key metrics and feedback to senior management, including action plans for areas needing improvement.
9. **Quality Assurance:** Oversee call quality checks and audits, identifying training needs to enhance team performance.
10. **Health and Safety Compliance:** Ensure adherence to health and safety protocols within the team.

Qualifications:

- Proven managerial experience in an administrative setting.
- Strong background in data management and maintenance.
- Proficient in Microsoft Office Suite, including Word, Excel, and Outlook.
- Excellent communication skills, both verbal and written.
- Ability to remain calm under pressure and make informed decisions.
- Strong organizational skills with the ability to manage multiple tasks effectively.
- A positive influence and motivator for team members.
- Flexibility to adapt to changing team needs and schedules.

Benefits:

- Competitive salary package.
- Generous holiday allowance.
- Pension scheme and additional employee benefits.
- Opportunities for professional development and further education contributions.
- Supportive work environment focused on employee wellbeing.