Job Title

Head of Reception and Administration (12 Month Maternity Contract)

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Job Description

Head of Reception & Administration – Swindon

Paying up to £26,000

Field Recruitment are now seeking relevant candidates for a Head of Reception & Admin position in Swindon on a 12 month maternity contract.

The position will involve managing a busy customer service team and providing an administration function for both the branch and the site manager. You will need to be hands-on with your approach whilst overseeing service levels to ensure customers are handled warmly and efficiently by the team. At all times being able to demonstrate full knowledge of the companies services 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

Tags: Administration, automotive, Reception

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