DUTIES FOR THE ROLE:

• Lead and manage a team of 15–20 staff across various customer-facing roles and levels of expertise.
• Oversee recruitment, work allocation, absence monitoring, and performance management.
• Support staff well-being and development, including training needs and annual performance reviews.
• Foster a collaborative and high-performing team culture.
• Actively engage with induction processes to ensure the successful completion of own and colleagues’ probationary periods, supporting colleague development.
• Operating alongside the customer, ensuring high level dedicated quality administrative support and timely delivery of administration support to any assigned departments, monitoring work progress, focusing on delivering service excellence and delivering against team objectives.
• Overseeing all administration ensuring protocols, policies and standardisation adhered to.
• Co-ordination, control, and delegation of incoming work from the customer and co-ordinating workloads across the departments.
• Provide workable solutions to resource issues/problems. Make sensible decisions and take action based on best available information in the absence of customer.
• Leadership, learning and development of the team including conducting annual and mid-year performance reviews and regular one-to-one meetings with staff.
• Responsibility for Project work as directed by and on behalf of the Head of Department.
• Deputise for other Team Leaders during periods of absence.

WHAT YOU NEED TO DO THE JOB:

• Proven leadership experience in a customer-focused or administrative environment.
• Strong organisational and communication skills at all levels
• Ability to manage multiple priorities and support a diverse team.
• A proactive approach to problem-solving and continuous improvement.
• Demonstrable organisational skills, ability to proactively manage departmental workload.
• Support innovation and continuous improvement, solve problems, generate ideas, and exercise judgement.
• Self-motivated with the ability to motivate and inspire other members of the team.
• Confident with the ability to contribute to and chair/lead/control meetings.
• PC literate, with a good level of experience in MS Office including Outlook, Word, Excel, PowerPoint and Teams.