Job Description:

Previous experience within the window and door (fenestration) industry is essential for this position. Candidates without relevant fenestration experience will not be considered, as a strong understanding of window and door products, processes and industry requirements is required for the role.

Job Title: 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

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 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-ones, 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 implementation of new systems, tools, and operational processes
• Identify inefficiencies and collaborate with relevant teams to improve workflows
• Lead or support root cause analysis investigations and ensure 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 or 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