Office Manager

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