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Admin Team Leader

72% Flex
Full Remote
Full time
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Admin Team Leader

72% Flex
Remote: Full Remote
Contract: Full time
Work from: United Kingdom

Offer summary

Qualifications: Great team building skills, Passion for exceptional customer service delivery, Excellent organization and time management.

Key responsabilities:

  • Manage client complaints and inquiries
  • Ensure timely completion of invoicing and debt query resolution
  • Oversee workflow and stock management, update systems platform
  • Coach team members and maintain high performance levels
Mitie logo
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Mitie
Professional ServicesLarge

http://www.mitie.com

10001 Employees

Job description

Logo JobgetherYour missions

Delivering the exceptional, every day


  • Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
  • Our promise to our people: a place to work where you can thrive and be your best every day.
  • Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
  • Our culture – our core values and how we behave:

o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do


Job objectives and responsibilities

  • Manage any client complaints quickly and to a satisfactory outcome for both parties
  • Answering telephone queries and escalating issues when necessary.
  • Respond to urgent queries and communicate in the appropriate format to ensure that the client is kept informed
  • Commercially accountable for ensuring that works completed are passed to invoicing in a timely manner
  • Support Accounts and Financial teams with debt or invoicing query resolution
  • Resolving queries through Systems platform
  • Involve team in problems and improvement ideas to gain the best solutions
  • Manage Subcontractor SLA's
  • Support Service Desk & Admin Manager with anything relating to the Administration Team by supervising day-to-day progress with team members and reporting back
  • Proactively manage the team to ensure high levels of performance and attendance including daily huddles, and 121s
  • Coach team members to improve/maintain high performance

Main duties

  • Managing the workflow of quotations into and out of the Systems department, from service/repair and small works support to ensure customer SLAs for turnarounds are met and bottlenecks are prevented/managed out
  • Manage the stock department ensuring adequate time/stock is being managed
  • Manage the stock department to ensure that engineer van stock is allocated as required and appropriately tracked within the system
  • Ensuring Systems platform is up-to-date and information held therein is accurate (with respect to contract information, services delivered, maintenance requirements, etc.)
  • Ensure renewals and cross-charges are completed each month
  • Managing invoicing resource to ensure Systems' service callout targets are met each period, smoothing out cashflow
  • Overseeing the PO retrieval and chasing
  • To maintain accurate NSI standard documents relating to sub-contractors and usage
  • Being the dept. lead for debt and invoice disputes, assisting Accounts and Finance Management team with resolving them
  • Ensuring subcontractor paperwork is obtained in timely manner, updating customers with subcontractors status
  • Adhering to customer quotation SLAs for the various customers and quotation types
  • Ensuring that dockets are costed in a timely manner to keep up with the financial demands of the business

Person Specification

  • Great team building skills and ability to engage and lead by example
  • Passion for exceptional customer service delivery
  • Ability to display ownership of issues and facilitate resolution through effective delegation or prioritisation of own workload – own and manage this from start to end
  • Excellent organisation skills with good use of time management to meet deadlines
  • Able to adapt to daily changes in workload and areas of focus, including ability to manage more than one task at a time
  • Ability to problem solve and make decisions
  • Excellent and consistent attention to detail
  • Excellent communication skills with a professional telephone manner

Health and Safety responsibilities

  • Follow Group and company policies and procedures at all times;
  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
  • Use all work equipment and personal PPE properly and in accordance with training received;
  • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
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Hard Skills
Soft Skills
  • Team builder
  • Problem solver
  • Detailed oriented
  • Great communicator
  • Flexible multitasker

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