Location: Fully Remote – UK-based
Contract: Freelance / Self-Employed
Hours: Monday to Friday, 9:00am–5:00pm
Pay: £14.00 per hour
Start Date: As soon as possible
Join Cambridge Online Education
Cambridge Online Education is a growing provider of premium online education, delivering high-quality learning experiences to students across the UK and internationally through our family of online schools and colleges.
We are looking for an experienced, organised and proactive Office Supervisor to join our remote team.
This is an important operational role for someone who enjoys managing people, maintaining high standards and ensuring that day-to-day administration runs smoothly.
The successful candidate will take ownership of the performance and productivity of the administration team, ensuring colleagues understand their responsibilities, deadlines are met and customers and families receive prompt, professional and helpful responses.
We are looking for someone with strong leadership skills, excellent attention to detail, a solutions-focused approach and a genuine desire to achieve high standards.
The Role
As Office Supervisor, you will oversee the day-to-day performance of the administration team and ensure that the organisation's administrative and customer-facing activities are completed efficiently and to a consistently high standard.
A major focus of the role will be staff performance management and customer service.
You will be responsible for monitoring workloads and performance, identifying issues quickly, supporting team members to improve and ensuring that customer enquiries are dealt with promptly and professionally.
Working remotely, you will need to be confident managing people, prioritising workloads and maintaining accountability without direct physical supervision.
Key Responsibilities - Staff Management & Performance
- Supervise and support members of the administration team.
- Provide clear day-to-day direction, guidance and support to team members.
- Allocate workloads and ensure tasks are completed accurately and within agreed deadlines.
- Monitor individual and team performance against agreed expectations and targets.
- Regularly review outstanding tasks and ensure nothing is missed or allowed to become overdue.
- Identify underperformance, delays or areas of concern and address them promptly.
- Provide constructive feedback and support team members to improve their performance.
- Help establish clear expectations around productivity, responsiveness, accuracy and customer service.
- Monitor attendance, availability and responsiveness within the team where relevant to the freelance arrangements.
- Escalate persistent performance or conduct concerns to senior management.
- Recognise strong performance and encourage a positive, accountable team culture.
- Support the onboarding and training of new administration team members.
- Ensure staff follow agreed processes, procedures and instructions.
Key Responsibilities - Customer Service & Queries
A key responsibility of this role will be ensuring that all customer queries are dealt with quickly, professionally and effectively.
- Monitor incoming customer and family enquiries and ensure they are responded to within agreed timescales.
- Ensure no customer query is overlooked, missed or left unresolved.
- Monitor shared inboxes and other customer communication channels.
- Allocate queries to the appropriate member of the team where necessary.
- Follow up outstanding customer enquiries and ensure they reach a satisfactory resolution.
- Deal directly with more complex or escalated queries when required.
- Monitor response times and identify recurring customer service issues.
- Ensure communication with customers and families is professional, helpful and consistent.
- Escalate safeguarding, complaints or other sensitive matters to the appropriate senior member of staff.
- Maintain a strong customer-focused culture across the administration team.
Key Responsibilities - Administration & Operations
- Oversee day-to-day administrative activities across the organisation.
- Ensure records, databases and administrative systems are accurate and up to date.
- Monitor data entry and record management processes.
- Support invoicing, billing and administrative processes where required.
- Ensure documents and records are maintained appropriately.
- Produce regular administrative and performance reports for management.
- Monitor outstanding actions and ensure they are followed through to completion.
- Assist with the development and implementation of efficient administrative procedures.
- Identify opportunities to improve systems, processes and team productivity.
- Work collaboratively with school leaders, management and other operational teams.
- Provide general operational and administrative support to senior management when required.
Key Responsibilities - Performance & Accountability
This role will have a strong focus on measurable performance and accountability.
The successful candidate will be expected to monitor key areas including:
- Customer response times.
- Outstanding customer enquiries.
- Completion of administrative tasks.
- Team productivity.
- Accuracy of administrative records.
- Outstanding actions and deadlines.
- Quality of customer service.
- Team performance against agreed targets.
You will be expected to provide regular updates and reports to management, highlighting successes, areas of concern and recommended solutions.
About You
We are looking for someone who is:
- An experienced administrator and confident team leader.
- Highly organised with excellent attention to detail.
- Confident managing staff performance and setting clear expectations.
- Comfortable holding colleagues accountable for completing their responsibilities.
- A strong communicator with excellent written and verbal English.
- Customer-focused and committed to providing an excellent service.
- Proactive rather than reactive.
- Solutions-focused and able to resolve problems effectively.
- Comfortable working independently in a fully remote environment.
- Able to prioritise competing workloads and deadlines.
- Confident making decisions and escalating issues appropriately.
- Positive, professional and approachable.
- Comfortable working with senior management.
- Reliable and highly responsive.
- Able to use data and reporting to identify areas for improvement.
Essential Requirements
- Previous experience in an administrative supervisory, management or team leader role.
- Demonstrable experience managing or supervising staff.
- Experience monitoring and improving team performance.
- Strong customer service experience.
- Excellent organisational and prioritisation skills.
- Strong written and verbal communication skills.
- Excellent attention to detail.
- Ability to manage multiple priorities and deadlines.
- Strong IT skills.
- Proficiency in Microsoft Office, including Word, Excel, PowerPoint and Outlook.
- Ability to work independently with minimal supervision.
- Reliable internet connection and suitable home-working environment.
Desirable
- Experience working within education, schools or online education.
- Experience managing remote teams.
- Experience using CRM or customer service systems.
- Experience producing management reports and analysing team performance.
- Experience with HR or people management processes.
- Experience managing customer complaints or escalated enquiries.
- Experience implementing administrative processes and improving operational efficiency.
What We Offer
- Fully remote working.
- Monday to Friday, 9:00am–5:00pm.
- £14.00 per hour.
- Freelance / self-employed working arrangement.
- Flexible and supportive working environment.
- Opportunity to take ownership of an important operational function.
- Opportunity to work with a growing UK online education organisation.
- Long-term freelance opportunity for the right candidate.
- A varied role with significant responsibility and the opportunity to make a genuine impact.
This is a self-employed freelance engagement, not an employment position. The successful contractor will provide services to Cambridge Online Education and will be responsible for their own Income Tax and National Insurance obligations.
Payment will be made in accordance with the agreed freelance arrangements upon submission of appropriate invoices.
Job Types: Full-time, Freelance
Pay: £14.00 per hour
Benefits:
Work Location: Remote
