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Office Manager - Battersea, London
Our office in Battersea, London SW11 is looking for an important new member to join us as an Office Manager.
This is a wide-ranging office role helping to oversee our team of 16-18+ domestic plumbing and heating engineers and 6 or so apprentices — managing their jobs, following up with customers, putting together quotes, organising schedules and helping resolve everyday issues. You will be the keystone of the smaller office team that makes all this happen, missing no detail and keeping up to speed on any number of on-going daily tasks. Full training will be given along with a suitable settling in and adjustment period whilst you learn the ropes.
You'll be liaising between our clients and our engineers creating efficient work schedules, running jobs, ordering parts, following up ongoing works, invoicing completed projects, and nurturing customer relationships. The role is largely client-focused, with a huge emphasis on looking after our customers and ensuring they get the best possible service from the company — and helping resolve any difficulties they encounter.
You'll also liaise closely with all our engineers, processing their job reports and organising next steps, building the kind of rapport that means you can quickly clarify or chase down any missing information.
A large part of the role will also involve helping to implement the full functionality of our CRM system (Commusoft), so we can use its embedded tools to streamline office and engineer processes. Highly computer literate and able to grasp new tech quickly is a must. An excellent phone manner and can do positive attitude are also required.
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We are a busy plumbing and heating company with a reputation for exceptional customer service, professionalism and experienced, qualified engineers. You will be working alongside extremely competent, long-standing members of the team in a pivotal role, serving our customers on the phone and by email all day.
What the Role Involves
- Coordinating job scheduling and diary management across a team of engineers and making sure offices processes and the office team are on top of everything going on.
- Keeping customers informed at every stage of their job — proactively, not just when chased.
- Managing our CRM (Commusoft) — logging jobs, updating statuses, keeping records accurate, and helping roll out its full functionality across the office and field team.
- Putting together quotes and following up on proposals.
- Ordering parts and coordinating logistics.
- Invoicing completed projects.
- Handling incoming calls and enquiries, resolving issues calmly and professionally.
- Directing engineers to reactive/urgent situations and thinking on your feet when priorities shift.
- Supporting engineers and apprentices with day-to-day queries and admin.
About You
This is a fast-paced, busy environment where no two days are the same. We have a small-team ethos where we all rely on each other for support, and your ability to multi-task is absolutely integral to the role.
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- Previous experience in a fast-paced office role within a service industry — B2C/customer-facing experience is essential, as our customers can be demanding and expect high standards and frequent updates.
- No previous plumbing, heating or trade experience required — we have technical expertise in the office team already.
- A natural multi-tasker who thrives on staying ahead of a busy, moving workload.
- Confident, calm and professional dealing with customers under pressure; enjoys thinking on their feet and reacting professionally to new situations.
- Computer-savvy and a fast learner — comfortable picking up new systems and software.
- Excellent communication skills, both on the phone and in writing.
- Highly organised with strong attention to detail.
- A can-do attitude and a genuine team player — we're a close-knit, self-reliant team who trust and support one another.
A competent candidate who hits the ground running and makes a positive impact from the start can expect to thrive and achieve timely salary reviews.
We really look forward to finding the right candidate. This is an exciting role and we are a great team to work with. If you are confident you have the right mindset for the position, please send your CV as soon as possible so we can arrange an interview. We will need to speak to your references and past employers too.
Starting salary will be based on previous experience and the energy you can bring to the role.
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