Customer Service Team Leader/ Head Receptionist / Administrator (Permanent)

Job Title: The Head of Reception & Admin

Location: Cirencester

Salary: Up to £25k

The Company is one of the UK's leading Accident Repair Solution providers servicing both the Insurer and Fleet sectors from eight locations within the Home Counties region.

Position:

The Head of Reception & Admin will manage a busy customer service team and provide an admin function for both the branch and the site manager. This role requires a hands-on approach whilst overseeing service levels to ensure customers are handled warmly and efficiently by the team. At all times demonstrate full knowledge of our services (and rates) with an ability to maximise up-selling opportunities. Working as part of the management team you will attend departmental meetings as well as assisting with monthly site communication meetings.

Key Responsibilities:

• Act as the 'public face' of our front of house team, ensuring customers are attended to efficiently and always made to feel welcome * Attend the front desk during busy operational hours
• Ensuring that 'front of house' facilities are resourced 5 ½ days a week
• Updating clients and work providers on claims/repair progress
• Planning, organizing, directing and controlling all aspects of customer service and logistics operations
• Maximise the efficiency of the 'customer service' activities through effective use of the claim administrations tools / reports etc.
• Actively encourage customer feedback to evaluate and develop strategies to improve services
• Undertake investigations of complaints and incidents and resolve first level complaints where possible
• Attend client account meetings and/or sales meetings with site manager, as required
• Monitor and act on department reports to ensure optimum use of available bookings and loan cars
• Develop detailed knowledge of our additional services and rates to maximise upselling opportunities
• Ensure a safe environment is provided for all customers, staff and visitors, deal with emergencies where appropriate
• Manage on site financial controls; petty cash, excess and OTP
• Ensure all staff are trained and compliant with data protection policies
• Maintain site attendance records staff, including compiling staffing rota etc,
• From time to time, deputise for Manager and assist manager with preparation of the Business Plans, reports and budgets
• Provide a 'first line' HR support function for the branch (a) assist with staff performance reviews (b) carry out staff inductions etc.
• Report any non-compliance issues relating to: financial controls, health & safety and unauthorised use of resources
• Maintain recovery truck records to ensure compliant with DVSA (VOSA)
• Carry out any branch related actions following site health & safety audits, as agreed with branch manager
• Update/maintain all staff training records and plant & equipment checks in accordance with BS10125
• Carry out relevant paperwork to ensure compliance with Manufacturer approvals
• Undertake branch admin - Invoicing, Time & attendance records, overtime forms, sickness forms, accident & injury reporting

Skills/Experience & Qualification:

• 5 years senior customer service role
• Effective people/team manager, encourages collaborative working environment
• The ability to perform multiple duties in a heavy workload environment is essential
• Fluent verbal and written English language and listening skills
• Sound administration skills with excellent IT skills (Windows, Word, Excel etc.)
• Detailed knowledge of and understanding client service level agreements (preferred) * Management or business qualification (preferable)

Personal Attributes:

• Motivated - Customer focused - Demonstrates Tenacity - Strong leadership and team-working skills - Self-Reliant - Positive and outgoing - Engaging - Pays close attention to detail - High Standards of Presentation / Upselling skills

To apply for the role please click APPLY to submit your CV and Covering Letter.

Candidates with experience of; Senior Office Administrator, Senior Administrator, Admin Assistant, Senior Administration Clerk, Admin, Business Administrator, Business Administrator, Senior Secretary, Support Administrator, Business Support, Executive Assistant, Office Assistant, Senior Personal Assistant, EA, PA, Office Manager, General Manager, Operations Manager, Personal Assistant, Administration Manager, Admin Manager, Office Coordinator, Secretary, Clerk, Business Administrator, Executive Assistant will also be considered for this role.