Part-time Office Manager required to lead our small, dedicated admin team for 24 - 28 hours per week (Monday - Friday), with some flexibility required to support annual leave, and with the possibility of extra hours as the business continues to expand.
This is a remote (WFH) post with the requirement to attend quarterly face-to-face full staff meetings within the Shrewsbury area.
Over the past 11 years, our independent, family-run business has provided outstanding hearing solutions to more than 10,000 happy customers, many of whom we are now pleased to call friends.
We pride ourselves on providing the expertise, solutions, and support that meets customer needs and empowers them for the future, as seen through our excellent customer feedback and reviews.
The Role:
We are looking to recruit an experienced, customer-focused Office Manager to be responsible for the day-to-day running of our dedicated, hard-working, remote administration team.
Applicants must share our passion for exceeding customer expectations; demonstrate a track record of improving quality and service; possess a genuine curiosity to enable us to remain at the forefront of developments in our field; have excellent communication skills (both written and verbal); the ability to organise and motivate (on both a personal and team level); and have a calm, respectful, and enthusiastic management style.
Applicants must have experience of working at a managerial level; the ability to problem-solve, think outside the box, and use their own initiative and judgement, as well as respectfully considering the ideas and views of others in the team. Applicants should be willing to take an active role in all aspects of our growing business and a high level of IT proficiency.
This role will initially be subject to a 3-month trial period after which a permanent post may be offered to the successful candidate.
Duties:
1. Office Management
o Model a customer-focused approach by using customer data and insights to drive decisions.
o Set standards of quality that will delight the customer and set clear expectations for a busy remote office and a small team of administration staff.
o Maintain an environment that is calm, friendly and professional through approachable, professional and honest leadership.
o Liaise effectively with Directors and other management to help maintain the quality and growth of our services, including a monthly clinic audit (using Excel).
o Organise and lead office staff meetings with a positive focus and effective timekeeping and delegate work appropriately and follow up on deadlines.
o Offer support and training to staff (as needed) to help them discover new and better ways to offer a consistently high-quality customer experience and increase efficiency.
o Take part in the day-to-day running of the office, including all aspects of administration duties, customer service, problem-solving, marketing, and research.
o Track and reply to patient reviews via Google and Trust Pilot.
o Handle escalated patient complaints in a fair and understanding manner.
o Keep in regular contact and maintain positive working relationships with our call centre management team, clinical staff and other medical professionals, to provide the best possible service for our patients.
2. Human Resources
o To train, monitor and support new and existing staff to ensure they meet required standards and deliver exceptional customer service (including annual appraisals).
o Provide ongoing feedback to the team, enabling each individual to identify personal strengths and areas for development that will enhance the customer experience.
o Process annual leave requests ensuring full office cover is provided.
o Other regular HR duties as required.
Knowledge, Skills & Attributes:
1. Have experience of coaching, supervising, or managing individuals and/or teams effectively with integrity, courtesy and diligence.
2. Be an approachable, enthusiastic and positive person who complements the growth plans of the business and embraces our ethos of delighting the customer through innovation, quality, and resourcefulness.
3. Be able to communicate effectively and accurately, both in written format and verbal expression.
4. Have the ability to multitask across a broad range of tasks.
5. Possess very good IT skills to use Microsoft programmes, patient management systems, and other programmes used within the day-to-day running of the business.
6. Develop and sustain a friendly, professional working relationship with the employer, linked professionals, customers and colleagues.
7. Demonstrate and evidence an appropriate level of education and experience applicable for the role of Office Manager, including relevant, recent references.
8. Having experience in a customer-facing role and a clear understanding of data protection and confidentiality.
9. Be able to attend full staff meetings in the Shrewsbury (Shropshire) area.
10. Have a private, quiet workspace where business and patient confidentiality can be maintained at all times.
Application Process:
Please send an up-to-date CV and ideally a short voice recording attached to your application - the title of the recording should be "Why I have applied for this job".
Application Closing Date: Saturday 26th April 2025
Interviews: Early May
Job Type: Part-time
Pay: £27,500.00 per year (pro-rata)
Expected hours: 24 – 28 per week
* Work from home
* KPI Bonus Scheme
Seniority level
* Mid-Senior level
Employment type
* Part-time
Job function
* Administrative
* Industries
* Public Health
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