Company Overview
Athena Worksurfaces specialises in manufacturing, templating, and installing quartz, natural granite, quartz, and porcelain worksurfaces. Supplying the largest housebuilders in the region, we serve both residential and commercial clients with a focus on customer service, quality and timely delivery. Our dedicated team combines technical expertise with extensive product knowledge to be a trusted partner for developers.
Summary
We are looking for an organised, driven and customer-focused Office Manager to lead a fast-paced office environment. This is a key leadership role responsible for ensuring the smooth day-to-day operation of the office while maintaining exceptional customer service standards and operational efficiency across all functions.
The Office Manager will lead and support a team of Account Handlers and Aftercare Specialists, operating within a collaborative pod structure designed to create ownership, accountability and seamless customer support. You will be responsible for ensuring that customers remain at the forefront of everything the office does, creating a culture where communication is accurate, efficient and proactive.
You will provide leadership, structure, escalation management and coaching while acting as a central point between Customer Care, Sales and Operational teams to ensure a consistent and high-quality customer journey.
Why Join Athena Worksurfaces?
- Work with a market leader in the worktop industry.
- Opportunity to build strong relationships with major clients.
- Friendly, supportive team environment with room for career growth.
- Dress down and early finish on Friday
What You’ll Do:
Role Purpose
The Office Manager is responsible for leading the office function and ensuring the consistent and high-quality execution of live customer accounts through effective management of the Account Handlers and Aftercare Specialists.
The role will provide:
- Structure and leadership across the office function
- Escalation management and issue resolution
- Coaching and development support for team members
- Visibility and operational assurance across customer accounts
- Strong communication between Customer Care, Sales and Operations functions
Key Responsibilities
Leadership & People Management
- Lead, motivate and manage Account Handlers and Aftercare Specialists, setting clear expectations and performance standards.
- Provide day-to-day guidance, prioritisation and decision-making support.
- Build a positive, high-performing and customer-focused culture.
- Conduct regular one-to-one meetings and team reviews.
- Identify performance gaps and provide coaching and development support.
- Ensure responsiveness standards, inbox management and system disciplines are consistently maintained.
- Monitor workload distribution and ensure efficient use of resources across the office team.
- Maintain accountability for the quality, accuracy and discipline across customer accounts.
- Ensure all issues have clear ownership, deadlines and progression plans.
Customer Experience & Service Excellence
- Ensure the customer remains at the forefront of all office activities and decisions.
- Ensure all customer communication is accurate, timely, professional and consistent.
- Manage and resolve escalated customer issues effectively and collaboratively.
- Work closely with the Customer Service Manager to ensure customer concerns are appropriately managed and resolved.
- Continuously review and improve customer experience processes.
Operational Management
- Ensure smooth day-to-day running of the office and customer account management activities.
- Coordinate effectively with Sales, Operations and support departments.
- Review and improve office processes and systems to maximise efficiency.
- Ensure KPIs and service standards are monitored and achieved.
Skills & Experience Required
- Previous experience within an Office Manager, Operations Manager, Customer Service Manager or Team Leader role.
- Experience leading teams within a fast-paced office environment.
- Strong leadership and people management skills.
- Excellent organisational and time management skills.
- Strong communication skills, both written and verbal.
- High attention to detail and commitment to accuracy.
- Ability to prioritise workload and perform under pressure.
- Strong problem-solving and decision-making capabilities.
- Customer-focused approach with a passion for service excellence.
- Ability to multitask in a fast-paced environment
What We're Looking For
We are looking for an individual who naturally leads by example, thrives in a fast-moving environment and can create a culture where accountability, communication and customer service are embedded in every process.
You will be highly organised, proactive and motivated by delivering excellent outcomes for both customers and internal teams while ensuring operational excellence across the office.
If you are looking for an opportunity to make a genuine impact and lead a dynamic team, we would love to hear from you.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
Experience:
- Office management: 2 years (preferred)
Work Location: In person
