Senior Administrator – Team Manager

About the role

Our client, a growing property leasehold management company, is seeking a Senior Administrator – Team Manager to lead a busy team delivering exceptional service to leaseholders, clients and stakeholders. This hands‑on, office‑based role involves overseeing six customer‑service and administration professionals while collaborating with a fellow manager to ensure operational excellence.

Key responsibilities

• Lead, motivate and develop a team of six customer service and administration staff.
• Work jointly with another manager to maintain smooth day‑to‑day operations.
• Manage workflows, priorities and service standards across the department.
• Take ownership of complex, escalated customer complaints and drive them to resolution.
• Coach and support team members to achieve high performance and accountability.
• Monitor KPIs, service levels and productivity, implementing improvements as needed.
• Identify opportunities to streamline processes and enhance the customer journey.
• Ensure compliance with company procedures and industry regulations.
• Build strong relationships with internal departments, clients and external stakeholders.

Required profile

• Previous experience managing a customer‑service or administration team, preferably in property management, leasehold, housing, legal or financial services.
• Confident handling of challenging conversations and high‑level complaints.
• Resilient, decisive, solutions‑focused and able to make balanced decisions.
• Proactive leader who drives continuous improvement.
• Strong organisational skills with the ability to juggle multiple priorities.
• Excellent written and verbal communication.

Required skills

• Microsoft Office
• CRM/case management systems