Key Responsibilities

• 👥 Lead, motivate and manage a team of administrators and schedulers
• 📊 Manage customer complaints, identifying trends and driving improvements
• 📈 Monitor and challenge KPI performance to enhance service delivery
• 🔄 Champion continuous improvement across operations
• 🤝 Build and maintain strong client relationships
• ✅ Ensure compliance with company policies and procedures
• 🗓️ Support contract delivery and attend client meetings when required
• 📝 Conduct performance reviews (PDRs) and develop team capability

👀 About You

• ✔️ Proven experience managing customer service or scheduling teams
• 📊 Strong analytical skills and ability to interpret data
• 💬 Excellent communication skills (written and verbal)
• 🧠 Highly organised, detail-oriented, and self-driven
• 🤝 Confident working with stakeholders at all levels
• 💻 Advanced Microsoft Office skills (Excel & Word)
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