Full job description

We are seeking an experienced Office / Customer Service Manager on a temporary basis to support the delivery of efficient administration and customer service operations. This role will suit a proactive leader with strong people management skills who can oversee a busy team, manage workloads, improve processes, and ensure excellent customer service standards are maintained.

Key Responsibilities

• Support the day-to-day management of a busy administration and customer service team.
• Allocate workloads, monitor performance, and ensure service standards and deadlines are consistently achieved.
• Lead, motivate, coach, and develop team members through training, performance reviews, and ongoing support.
• Handle complex customer enquiries, complaints, and escalated issues in a professional and timely manner.
• Monitor and improve operational processes, policies, and procedures to drive efficiency and service excellence.
• Produce management information, performance reports, and statistical data to support decision-making.
• Manage and maintain administrative systems, records, and databases, ensuring data accuracy and compliance.
• Support budget monitoring and resource planning to ensure effective service delivery.
• Liaise with internal departments, external stakeholders, customers, and partner organisations to maintain strong working relationships.
• Prepare reports, correspondence, and presentations for senior stakeholders.
• Investigate issues, review case information, and provide guidance to colleagues on complex matters.
• Ensure compliance with company policies, procedures, data protection, and information security requirements.
• Promote a positive customer-focused culture across the team.
• Support recruitment, onboarding, training, and succession planning activities.
• Monitor service performance and identify opportunities for continuous improvement.
• Ensure health and safety requirements are adhered to within the workplace.
• Represent the team at meetings and provide operational updates to stakeholders.
• Assist senior management with operational projects and service improvements as required.

Skills & Experience Required

• Proven experience in an Office Manager, Customer Service Manager, Operations Manager, Team Leader, or similar management role.
• Strong people management and team leadership experience.
• Excellent customer service and complaint-handling skills.
• Experience managing high-volume administrative processes and workloads.
• Ability to analyse data, produce reports, and monitor performance against targets.
• Strong organisational skills with the ability to prioritise competing demands.
• Excellent communication and stakeholder management skills.
• Proficient in Microsoft Office and administration systems.
• Experience implementing process improvements and driving operational efficiencies.
• Professional, resilient, and able to work effectively in a fast-paced environment.
• Available to start at short notice and commit to a temporary assignment.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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