Our established client in Hertfordshire is seeking an Office Manager to lead their dynamic Electrical Department team. Offering a competitive £36,000 salary, 23 days’ holiday (rising to 26) plus Bank Holidays, and flexible start times (core hours: 8am–5pm), the role aims for a September start ahead of the busy season.
You’ll oversee day-to-day operations across Electrical, Active, and Passive Fire contracts, managing service coordinators and supervisors handling scheduling, engineer coordination, client liaison, and administration. The focus is on ensuring efficiency, contractual compliance, and meeting client KPIs.
This leadership role involves fostering a professional and accountable office culture, leading recruitment, onboarding, setting team objectives, conducting reviews, and managing performance improvement as needed.
Reporting to the Contract Manager, you’ll provide operational oversight, performance tracking, and ongoing team development to ensure seamless contract delivery and high service standards.
Responsibilities
* Lead and support a professional, respectful, and inclusive working environment.
* Manage recruitment and onboarding of new service administration staff in line with company procedures
* Manage the performance and wellbeing of the service administration team
* Oversee the team's handling of client, resident, engineer, and management queries
* Ensure all team deadlines (calls, appointments, reports, invoicing) are met
* Oversee scheduling of service and planned maintenance tasks per contract requirements
* Ensure team schedules day-to-day repairs in line with service level agreements
* Manage administrators to ensure engineers submit timesheets daily by 10:30am
* Monitor team phone performance and ensure response times meet internal standards
* Guide the team to liaise with subcontractors/engineers for service sheets and remedial works Ensure administrators upload certification to client systems in a timely manner
* Oversee preparation and delivery of resident appointment letters
* Maintain a clear line of communication with clients, engineers, and internal stakeholders
* Ensure accurate and timely compilation of reports by the administrative team
* Supervise pricing and invoicing processes and resolve invoice-related queries
* Ensure timely escalation and resolution of delayed or complex jobs by the team
* Provide operational support to call handlers as needed
* Ensure engineers’ time and appointments are managed effectively by the team
* Monitor the administration of contracts, including all correspondence and scheduling
* Ensure Company and client systems are maintained accurately by all team members
* Identify underperformance or non-compliance and report to the contracts manager
* Conduct structured weekly 1:1s with each coordinator/supervisor to review performance
* Facilitate daily AM and PM huddles to identify priorities, challenges, and resourcing needs
Objectives
Ensure all service and planned maintenance tasks are scheduled to meet client deadlines
Monitor and ensure completion of all remedial works following PPMs
Oversee day-to-day repair scheduling and completion to meet response targets
Guarantee engineer timesheets are submitted by 10:30am daily
Ensure appointment letters are issued in line with client requirements
Deliver KPI reports three working days before monthly client meetings
Ensure daily invoicing is completed or prepared within two working days of completion
Finalise monthly invoicing by the 6th of each month
Submit monthly applications for payment by the 1st working day and invoice by the 12th
Ensure all managed contracts achieve at least 95% on KPI performance
Limit “Complete but not invoiced” reports to no more than 30 calls per administrator
Maintain team absence and sickness within company policy thresholds
Hold team accountable to individual objectives and escalate any shortfalls
Ensure branch contracts consistently perform at 95%+ against all KPIs
Limit each administrator’s “Complete but not invoiced” calls to no more than 50
Maintain team performance achievement of 90%+ across objectives
Ensure 100% staffing levels are consistently maintained
Maintain staff turnover below 8% annually
Apply company HR policies consistently and in full
Actively review and manage absence/sickness on a quarterly basis
Experience
Essential
Demonstrated ability to deliver results against KPIs and tight deadlines
Scheduling servicing and repairs
Strong understanding of administrative processes and performance management.
Organising labour resources to meet customer’s expectations.
Good operational knowledge of Microsoft word, Excel and Outlook.
Consolidate information into a coherent report.
Excellent communication and interpersonal skills
Desirable
Experience costing calls using SOR’s or bespoke rates.
Organising a team of engineers/subcontractors.
Working to customers KPI’s.
Attending performance meetings with customers.
Knowledge of social housing or local authorities
Competencies
You will have good communication skills both verbally (on the phone and face to face) and written.
Professional, respectful, supportive leadership style.
Ability to remain calm and solution focused under pressure.
Proactive approach to workload, performance issues.
Collaborative and approachable, with the ability to build strong relationships.
Attention to detail and a commitment to service excellence.
Flexible and adaptable to changing priorities and client demands.
High standards of confidentiality, integrity, and discretion
Qualifications & Licences
Management Qualification
NVQ/Degree (desirable)