ESSENTIAL CRITERIA

• Proven experience in a senior admin, team lead, or operations lead role.
• Exceptional organisational and communication skills.
• Experience managing multiple priorities and people with accuracy and calmness.
• Comfortable with HR processes, scheduling, and customer interaction.
• Strong IT skills and ability to learn/use business systems quickly (e.g. spreadsheets, CRM, HR/payroll tools).
• Ability to take initiative, solve problems, and follow through.
• Strong understanding of safeguarding and data protection (GDPR).

ROLE SUMMARY

We are seeking a dynamic and organised Admin Team Lead to manage and enhance the performance of our admin team. This pivotal role will support Chatterbug’s operational growth by leading the admin team to ensure high-quality delivery across communications, client liaison, sales support, recruitment, scheduling, and business systems. You will act as the key operational liaison, ensuring the Operations Manager has full visibility across all moving parts of the business while proactively spotting issues, coordinating workflows, and keeping operations running smoothly.

KEY RESPONSIBILITIES

• Monitor and improve enquiry-to-booking conversion rates
• Responsible for the Sales team in lead follow-up and CRM data accuracy.
• Ensure timely communication and smooth transitions from enquiry to service delivery.
• Manage communication with Schools, Local Authorities, Private Clients, and all other partners/clients.
• You will be responsible for handling complex or sensitive customer queries where needed.
• You will ensure client responses are within Service Level Agreements (SLA)
• You will be responsible for team-wide appointment booking and scheduling.
• You will play a key role in supporting HR, Finance and recruitment, ensuring adverts are posted, interview scheduling, and onboarding logistics.
• Staff onboarding and offboarding must be conducted in alignment with established company processes and documented guidance.
• You must ensure the office is safe, well-equipped, and compliant with Health & Safety standards.
• You will support the Ops Manager with coordinating risk assessments, PAT testing or site maintenance as needed.
• You will be responsible for maintaining an up-to-date equipment log (e.g. laptops, kits, therapy tools) and managing the distribution and return of items, ensuring regular updates are shared with the Operations Manager.
• You will work alongside the Operations Manager to regularly review and refine admin processes to improve efficiency and ensure they are being adhered to.
• Serve as a first point of contact for technical support on the internal system.
• You will support the Ops Manager in supervising and supporting other admin staff through training, delegation, and regular check-ins.
• Allocating and auditing tasks weekly and providing regular updates to the Operations Manager
• Responsible for accurately tracking team performance metrics against agreed targets, with regular reporting to the Operations Manager.