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Administration and Operations Supervisor

2 months ago

Norwich, Norfolk, United Kingdom Hays Business Support Full time £25,500

Company Overview: Hays Business Support is a leader in providing technology-driven care solutions, dedicated to empowering individuals to achieve greater independence for over three decades.

Role Overview: The Administration and Operations Supervisor will oversee a team of Alarm Response Centre administrators and customer service representatives, ensuring efficient operations within the department.

Key Responsibilities:

  • Lead a team of approximately 20 direct reports, including administration assistants, fostering a supportive and motivating environment.
  • Collaborate with the wider management team to ensure the smooth operational functioning of the centre.
  • Manage client data maintenance, conduct surveys, and handle inbound communications from housing managers and engineers.
  • Oversee equipment maintenance and ensure the administration team meets performance standards.
  • Implement effective people management strategies, including performance reviews and improvement plans.
  • Handle absence management, including return-to-work meetings and adherence to company policies.
  • Prioritize tasks effectively to prevent backlogs and ensure timely completion of urgent assignments.
  • Coordinate office rotas and manage annual leave requests in a cost-effective manner.
  • Conduct call quality checks and audits to assess team performance and identify training needs.
  • Maintain documentation compliance with industry standards and report key metrics to senior management.
  • Work with the Quality Manager to uphold ISO accreditation and drive process automation for increased efficiency.

Qualifications:

  • Proven experience in data management and administration.
  • Strong proficiency in Microsoft Office Suite, particularly Excel.
  • Ability to manage multiple tasks while maintaining high-quality standards.
  • Flexibility in shift patterns to meet team requirements.

Benefits:

  • 23 days of annual leave.
  • Aviva Pension Scheme.
  • Complimentary eye tests.
  • Increasing holiday allowance based on service duration.
  • Paid Duvet Days post-probation.
  • Generous employee discounts.
  • Birthday voucher after successful probation.
  • Employee referral bonuses.
  • Access to workplace wellbeing services.
  • Bike to work scheme and secure cycle storage.
  • Complimentary on-site parking.

For further information, please refer to the company’s recruitment policies and guidelines.