Office Manager

Job Title: Office Manager

Location: Witham

Job Overview

We are seeking an experienced and proactive Office Manager to oversee the day-to-day operations of a busy sales and

customer service office within the aluminium glazing and fenestration sector.

Working closely with leadership customer service technical and production teams this role is responsible for ensuring the

office function operates efficiently while maintaining high standards of customer service operational performance and team

development.

The successful candidate will be a strong people leader with excellent organisational skills and a focus on continuous

improvement accountability and customer satisfaction.

Purpose of the Role

To lead and develop a high-performing office function that supports internal teams delivers a dependable service to

customers and drives improvements in efficiency accuracy and overall customer experience.

Key Responsibilities

Operational Management

Oversee the daily flow of customer service and administrative activities.

Monitor operational performance through reporting dashboards and structured follow-up actions.

Act as the escalation point for complex customer or operational issues ensuring prompt resolution and continuous

learning.

Leadership & Team Development

Lead support and develop office customer service and technical team members.

Conduct regular one-to-ones coaching sessions and performance reviews.

Foster a culture of accountability teamwork and ownership.

Support recruitment and onboarding processes to ensure strong cultural and operational fit.

Service Delivery & Performance

Monitor service levels and KPIs taking proactive action where performance may be at risk.

Use operational data and customer feedback to improve service standards and processes.

Deliver regular team briefings to communicate goals updates and priorities.

Systems & Process Improvement

Support the implementation of new systems procedures and operational tools.

Identify workflow inefficiencies and collaborate with relevant departments to improve processes.

Participate in root cause analysis and continuous improvement initiatives.

Customer Experience

Promote a customer-first approach throughout the team.

Review communication standards to ensure professionalism clarity and consistency.

Gather customer and installer feedback to help improve overall service delivery.

Cross-Department Collaboration

Work closely with operations production sales and business support teams.

Represent the office function in meetings and provide operational updates and insights.

Build strong working relationships across all areas of the business.

Reporting & Continuous Improvement

Maintain accurate reporting on operational and service performance.

Analyse trends and identify opportunities for improvement.

Lead small-scale improvement projects focused on efficiency and service quality.

Health Safety & Compliance

Ensure office procedures align with health and safety standards.

Maintain compliance records risk assessments and training documentation.

Promote a safe and professional working environment.

Candidate Requirements

Skills & Experience

Previous experience in an Office Manager or Operations Management role.

Experience within the glazing fenestration manufacturing or construction sectors would be advantageous.

Strong leadership and team management skills.

Excellent organisational and problem-solving abilities.

Ability to analyse data and manage performance metrics.

Confident communication skills across all levels of the business.

Experience implementing process improvements and managing change.

Key Attributes

Customer-focused approach

Strong leadership and decision-making skills

Organised proactive and detail-oriented

Professional and approachable communication style

Ability to manage priorities in a fast-paced environment

Fair transparent and solutions-driven mindset

Success Measures

Achievement of service level targets and operational KPIs

Positive team engagement and retention

Reduction in escalations and recurring operational issues

Accurate and insightful performance reporting

Successful implementation of process and system improvements

Positive feedback from customers and internal stakeholders