Estimating Manager / Office Manager

Office Manager

Reports To: General Manager

Business Area: Sales Office

Location: Witham

Role Purpose

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

• 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.