Chubb Fire & Security have an exciting opportunity for an Administration Manager to join our Fire Consultancy Team based in Blackburn (BB1 2PR) on a full time, permanent basis.
About Us, Our Culture & What We Can Offer You
Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things!
Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global API Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.
SALARY: £30,000 per annum + Benefits
* 25 days holiday, plus bank holidays
* Free Onsite Parking
* Cycle to Work Scheme
* Employee Referral Scheme (£1000)
* Company Pension Scheme
* Life Assurance (4 x Basic Salary)
* Employee Scholarship Scheme
* A Central Benefits Platform offering a wide variety discounts
* Health & Wellbeing Resources
* Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence
What You Will Be Doing As An Administration Team Manager
The main goal of this role is to manage a Team of c12 Coordinators and Customer Service Administrators, working closely with Account Managers and being responsible for the day-to-day management of designated customer accounts. You will ensure all customer needs are dealt with in a professional, efficient and cost-effective manner and that all team tasks are prioritised in line with the management specification / timescales to ensure total customer satisfaction. achieving all customer key performance indicators.
* Take responsibility for the day-to-day management of the team and customer accounts including intelligent decision making
* Manage staffing levels to ensure resource meets customer demand
* Ensure each team member understands their individual and department KPI’s, measure and monitor performance
* Ensure call quality monitoring is completed in line with KPI
* Build professional business relationships with all customers
* Management of customer reports and KPI's
* Accompany and support Account Managers on customer visits
* Support and work with all key stakeholders Account Manager/Ops Mangers/Credit Control
* Effective management of customer disputes in line with targets
* Take ownership to resolve escalations, customer complaints and low score MFA
* Submission / analysis of reports to ensure accurate interpretation
* Preparation of monthly KPI information to Business Support Manager
* Performance Management, including weekly dashboard and monthly scorecard
* Ensure effective absence management in line with company policy
What We Would Like You To Bring
You will be an exceptional Administrator with a passion for developing team members through coaching and performance management to drive the delivery of exceptional service to both our customers and internal stakeholders at every opportunity
* A natural communicator – This role will provide support to the wider business and stakeholders
* Solution focused – You’ll possess data interrogation skills to support decision making and investigations
* Strong IT literacy – Have experience of Microsoft products, Visio. Word, Excel, PowerPoint and Outlook
* Prioritise workloads & multitask effectively – Possess skills in prioritising workload and working under pressure
* Results’ Orientated - Be experienced in working in a results focused environment