Divisional Service Administrator and Team Leader

We are recruiting for a Team Leader with excellent customer service and administration skills. The successful candidate will oversee a team of administrators in Inverness and will also be responsible for overseeing department administration functions across all seven branches. This will require some travel and occasional overnight stays.

Key Responsibilities

• Manage the administration function of the department, ensuring that all servicing tasks are communicated and allocated to the team.
• Ensure the administration team maintains a high level of customer service.
• Ensure processes and standards are adhered to by servicing and administration personnel.
• Review and approve timesheets and holiday requests.
• Conduct performance improvement meetings as required, handling situations as they arise to avoid un-necessary escalation.
• In conjunction with the Divisional Hire and Service Manager, conduct staff appraisals for the administration team.
• Ensure departmental compliance in accordance with the company quality assurance procedures.
• Organise and take part in Saturday service desk rota.
• Oversee the provision of a comprehensive administrative service across all workshops/hire departments and achieve timely, accurate information and high quality output ensuring all branches are using the same processes and procedures.
• Manage and maintain the warranty process system, ensuring claims are made and payments received and reconciled.
• Deal with routine enquiries from customers, staff and visitors (i.e. by telephone, written correspondence, in person) and provide them with the relevant information or refer more complex, non-standard queries to the appropriate member of staff.
• Maintain and update all archive files both manual and computerised so that information is available in an organised fashion.
• Take responsibility for reconciling cash receipts, e.g. reconcile till float.
• Process sales orders and invoices.
• Prepare monthly reporting for Inverness branch and assist with branch monthly reporting if required.
• Assist with serving customers during very busy periods within the branch.
• Assist with dealing with customer complaints and queries.
• Provide on-the-job training to new and existing employees as required.
• Overall, a willingness to take on all aspects of administration within the department.

Skills and Experience

• Must have the ability to work within and contribute to a team.
• Ideally will have experience of managing or supervising a team of administration staff and will be capable of delegating tasks to team members.
• Will be capable of training others on systems and processes.
• Excellent organisational and administrative skills, including managing time effectively are essential to be successful in the role.
• Must have excellent numeracy skills, IT literacy and experience of Microsoft packages with a confidence to learn new systems.
• Must be proactive, enthusiastic, self-motivated with a high attention to detail.
• Must have a valid UK driving license.
• Will need to be able to undertake travel to all branches with occasional overnight stays.
• Must be eligible to work in the UK and already live within a commutable distance of Inverness.

Benefits

• Pension scheme
• Death in Service Benefit
• Cycle to Work Scheme
• Employee discount
• Discretionary annual bonus, based on company performance
• Additional holiday based on length of service