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