This is a newly created role for a leading client in the hospitality sector. The ideal candidate will possess exceptional service delivery, accurate system administration, and smooth operational coordination across key technology platforms


KEY SKILLS
*Proven experience leading a customer service or administrative operations team.
*Strong organisational and people-development skills with a track record of driving high performance.
*Excellent communication skills, able to handle complex or sensitive queries with diplomacy.
*Confident working across multiple digital systems in a fast-paced environment.
*High attention to detail with a strong commitment to data and content accuracy.
*Ability to analyse issues, spot trends, and lead cross-departmental problem-solving.
*Skilled at managing competing priorities and deadlines.
RESPONSIBILITIES
1. Team Leadership & Performance
*Lead and develop a team of 6 administrators with clear expectations and service standards.
*Manage daily workflow across calls, emails, and tickets.
*Deliver regular 1:1s, coaching, performance reviews, and onboarding/training for new staff.
2. Communication & Customer Support
*Ensure prompt, professional, and accurate responses to parents, schools, and internal teams.
*Oversee late orders, cancellations, and escalations of complex issues.
*Maintain a consistent customer-first communication standard across all channels.
3. Systems & Data Quality Management
*Oversee daily admin of related platforms.
*Ensure accurate creation/distribution of accounts, menu updates, term dates, closures, and schedule changes.
*Collaborate with IT, Schools Liaison, Finance, etc., to resolve process or data issues.
*Maintain system documentation, SOPs, and knowledge bases.
*Lead troubleshooting with tech partners and manage leavers, refunds, and transfers.
*Ensure accurate system builds, menu cycles, recipe codes, and platform synchronisation.
4. Cross-Department Collaboration
*Represent the team in meetings with system partners and internal departments.
*Act as liaison between various departments.
*Support new school onboarding with accurate data, menus, and calendars.
*Identify recurring issues and coordinate cross-functional improvements.
5. Menu & Calendar Oversight
*Approve menu templates and ensure accuracy across ordering platforms.
*Prepare, verify, and upload annual academic calendars ahead of deadlines.


BENEFITS
*Growth and progression
*25 days holiday plus BH
*Money off High Street vouchers