Office Manager

We are now seeking an Office Manager to join our aluminium division, in Witham, Essex.

Overview

The Office Manager plays a pivotal role in keeping operations running smoothly across both BDC Aluminium and Endurance Aluminium. Working closely with leadership, customer service, technical, and production teams, this position ensures the day-to-day office operation performs efficiently, while nurturing a culture focused on customers, accountability, and continuous improvement.

This role leads a team working to maintain service excellence and uphold the wider Rocal Group vision of operational discipline and customer success.

Purpose of Role

To create a consistently high performing office function that supports colleagues, delivers a dependable service to customers, and drives ongoing improvements in efficiency, accuracy, and customer satisfaction.

Core Responsibilities

• Manage the daily flow of customer service and administrative activity across both brands.
• Maintain visibility of performance through dashboards, reports, and structured follow-up actions.
• Act as the escalation point for complex operational or customer issues, ensuring swift resolution and learning from each case.

Leadership & People Development

• Lead and develop office team, customer technical individuals.
• Build capability through regular coaching, structured one-to-ones, and performance discussions.
• Foster a culture of accountability, teamwork, and ownership at every level.
• Play an active role in recruitment and onboarding to ensure the right fit for both culture and capability.

Service Level Delivery

• Monitor service levels, track KPIs, and take early action where performance is at risk.
• Use data and feedback to guide service improvements and strengthen the customer experience.
• Deliver regular team briefings to align goals, share progress, and maintain focus.

System & Process Improvement

• Support the implementation of new systems, tools, and policies, ensuring all team members are trained and confident.
• Identify inefficiencies in workflow and collaborate with the Business Systems and CX teams to design better solutions.
• Lead or contribute to root cause investigations, ensuring learning is shared and acted upon.

Customer Experience & Communication

• Promote a genuine customer-first mindset across the team.
• Review communications to ensure tone, clarity, and consistency align with company standards.
• Gather customer and installer feedback, sharing insights to drive improvements across the wider business.

Stakeholder & Cross-Functional Collaboration

• Represent the office function in internal meetings, providing clear insight and operational updates.
• Build strong working relationships across Operations, Production, Sales, and Business Systems.
• Maintain credibility through knowledge, professionalism, and follow-through.

Performance Reporting & Continuous Improvement

• Maintain accurate reporting on service and performance metrics.
• Analyse trends to identify risks and opportunities for improvement.
• Lead small-scale continuous improvement projects, embedding Lean principles to balance day-to-day delivery with long-term gains.

Health, Safety & Compliance

• Ensure all procedures align with Rocal Group's Health & Safety standards.
• Keep compliance records, risk assessments, and training logs up to date.
• Promote a safety-first mindset across the team.
• What good looks like: zero incidents, clean audits, and an accountable, safety-aware workforce.

Key Attributes & Behaviours

• Customer-First: Puts the customer at the centre of every decision.
• Credible Leader: Leads with fairness, consistency, and respect.
• Strategic & Analytical: Uses data and insight to guide decisions.
• Change Champion: Encourages innovation and drives improvement.
• Clear Communicator: Keeps information flowing, both up and down the chain.
• Organised & Proactive: Anticipates issues and acts early.
• Fair & Transparent: Balances people, performance, and values in every action.

Performance Expectations

Success in this role will be measured by:

• Consistent achievement of SLAs and service KPIs.
• Positive employee engagement and retention.
• Reduced volume of escalations and recurring issues.
• Accurate reporting and actionable insights.
• Implementation of system and process improvements.
• Constructive feedback from customers, installers, and internal stakeholders.

Job Type: Full-time

Benefits:

• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free flu jabs
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Store discount

Work Location: In person