Reports To: General Manager
Business Area: Sales Office
Location: Witham
Role Purpose
Chase Taylor are working on behalf of a well-established aluminium fenestration manufacturer seeking an experienced Office Manager to oversee and coordinate day-to-day office operations across multiple product divisions. The role is central to ensuring smooth operational performance across customer service, technical support, and administrative functions, while driving a strong culture of accountability, efficiency, and continuous improvement.
The Office Manager will work closely with senior leadership and cross-functional teams to ensure service excellence, maintain high operational standards, and support the wider business in delivering consistent customer satisfaction and ongoing performance improvement.
Key Responsibilities
Operational Management
* Oversee daily customer service and administrative operations across multiple product areas
* Maintain performance visibility through dashboards, reporting tools, and structured follow-up actions
* Act as escalation point for complex operational and customer issues, ensuring timely resolution and root cause analysis
* Ensure efficient workflow across all office-based processes and support functions
Leadership & People Development
* Lead, manage, and develop the office and customer/technical support team
* Conduct regular one-to-ones, coaching sessions, and performance reviews
* Build a high-performance culture focused on accountability, teamwork, and continuous improvement
* Support recruitment, onboarding, and induction of new team members
Service Level Delivery
* Monitor KPIs and SLAs, taking proactive action where performance is at risk
* Use data and customer feedback to identify and implement service improvements
* Deliver regular team briefings to communicate priorities, progress, and expectations
Systems & Process Improvement
* Support implementation of new systems, tools, and operational processes
* Identify inefficiencies and collaborate with relevant teams to improve workflows
* Lead or support root cause analysis investigations and ensure corrective actions are embedded
* Drive continuous improvement initiatives using Lean principles
Customer Experience & Communication
* Promote a strong customer-first culture across the team
* Review customer communications to ensure clarity, consistency, and professionalism
* Capture and share customer and installer feedback to support wider business improvements
Stakeholder & Cross-Functional Collaboration
* Represent the office function in operational and leadership meetings
* Work closely with operations, production, sales, and business systems teams
* Maintain strong internal relationships through effective communication and follow-through
Performance Reporting & Continuous Improvement
* Maintain accurate reporting on key operational and service metrics
* Analyse trends to identify risks, inefficiencies, and improvement opportunities
* Lead or support continuous improvement projects to enhance performance
Health, Safety & Compliance
* Ensure office operations comply with Health & Safety standards and company policies
* Maintain accurate compliance records, training logs, and documentation
* Promote a safe and compliant working environment across the team
Salary description
£37000.00 - £42000.00 per year