Estimating Manager / Office Manager

Chase Taylor are working on behalf of a well-established aluminium fenestration manufacturer seeking an experienced Office Manager to oversee and coordinate day-to-day office operations across multiple product divisions.

The role is central to ensuring smooth operational performance across customer service, technical support, and administrative functions, while driving a strong culture of accountability, efficiency, and continuous improvement.

The Office Manager will work closely with senior leadership and cross-functional teams to ensure service excellence, maintain high operational standards, and support the wider business in delivering consistent customer satisfaction and ongoing performance improvement.

Key Responsibilities
Operational Management

• Oversee daily customer service and administrative operations across multiple product areas.
• Maintain performance visibility through dashboards, reporting tools, and structured follow-up actions.
• Act as the escalation point for complex operational and customer issues, ensuring timely resolution and root cause analysis.
• Ensure efficient workflow across all office-based processes and support functions.

Leadership & People Development

• Lead, manage, and develop the office and customer/technical support team.
• Conduct regular one-to-one meetings, coaching sessions, and performance reviews.
• Build a high-performance culture focused on accountability, teamwork, and continuous improvement.
• Support recruitment, onboarding, and induction of new team members.

Service Level Delivery

• Monitor KPIs and SLAs, taking proactive action where performance is at risk.
• Use data and customer feedback to identify and implement service improvements.
• Deliver regular team briefings to communicate priorities, progress, and expectations.

Systems & Process Improvement

• Support the implementation of new systems, tools, and operational processes.
• Identify inefficiencies and collaborate with relevant teams to improve workflows.
• Lead and support root cause analysis investigations, ensuring corrective actions are embedded.
• Drive continuous improvement initiatives using Lean principles.

Customer Experience & Communication

• Promote a strong customer-first culture across the team.
• Review customer communications to ensure clarity, consistency, and professionalism.
• Capture and share customer and installer feedback to support wider business improvements.

Stakeholder & Cross-Functional Collaboration

• Represent the office function in operational and leadership meetings.
• Work closely with Operations, Production, Sales, and Business Systems teams.
• Maintain strong internal relationships through effective communication and follow-through.

Performance Reporting & Continuous Improvement

• Maintain accurate reporting on key operational and service metrics.
• Analyse trends to identify risks, inefficiencies, and improvement opportunities.
• Lead and support continuous improvement projects to enhance performance.

Health, Safety & Compliance

• Ensure office operations comply with Health & Safety standards and company policies.
• Maintain accurate compliance records, training logs, and documentation.
• Promote a safe and compliant working environment across the team.