Office Manager
The Office Manager is a hands-on commercial leader responsible for driving performance, accuracy, and conversion across the sales office function for both BDC Aluminium and Endurance Aluminium.
This role goes beyond operational management. The Office Manager acts as a lead quoter and estimator, setting the standard for how work is structured, priced, and converted. They are actively involved in complex quotations, supporting the team in real time to improve speed, accuracy, and win rates.
The role is accountable for ensuring the office operates as a high-performing commercial engine, where quoting, order processing, and customer communication directly support revenue growth, margin control, and customer retention.
Working cross-functionally with Sales, Technical, Production, and Customer Experience, the Office Manager ensures:
- The right work is prioritised at the right time
- Commercial opportunities are maximised
- Customer commitments are clear, accurate, and deliverable
They lead from the front, combining hands-on delivery with team leadership, building a capable, commercially aware team that consistently delivers high-quality outcomes.
Key Responsibilities
Operational Management & Workflow Control
- Act as the lead quoter and estimator for complex, high-value, or technically challenging enquiries
- Oversee the end-to-end flow of quotes and orders, ensuring accuracy, completeness, and timely progression.
- Implement effective triage of incoming work, allocating quotes and orders based on skill level, complexity, and capacity.
- Ensure the right people are working on the right tasks, improving quality, speed, and first-time accuracy.
- Maintain full visibility of workload, bottlenecks, and risks through structured pipeline and operational management.
- Act as escalation point for complex issues, ensuring resolution and root cause understanding.
Quote & Order Processing Excellence
- Drive high standards of accuracy and attention to detail across all quoting and order processing activity.
- Reduce errors, rework, and downstream operational issues through strong process discipline.
- Improve quote turnaround times and ensure clear progression from enquiry to order.
- Work closely with technical and production teams to ensure feasibility and accuracy at point of entry.
Leadership, Coaching & Capability Development
- Lead and develop the office team, including customer service and technical support roles.
- Provide ongoing coaching focused on commercial awareness, product knowledge, and customer handling, not just technical skills.
- Build capability through a combination of:
- Internal expertise
- Industry specialists
- Third-party training and development resources
- Conduct regular one-to-ones, performance reviews, and structured development plans.
- Foster a high accountability, high support culture focused on performance and growth.
Service Level Delivery & Performance Management
Monitor service levels and KPIs including:
- Quote turnaround
- Order accuracy
- Response times
- Take proactive action where performance is at risk.
- Drive a shift from reactive to proactive working, with clear ownership of outcomes.
- Embed daily performance visibility and management, not just monthly review.
System & Process Improvement
- Support implementation and adoption of CRM and business systems.
- Identify inefficiencies in workflows and drive improvements in:
- Processing
- Allocation
- Communication
- Work with Business Systems and CX teams to create structured, scalable processes.
- Lead root cause analysis to eliminate repeat issues.
Customer Experience & Communication
- Promote a genuine customer-first mindset across the team.
- Review communications to ensure tone, clarity, and consistency align with company standards.
- Gather customer and installer feedback, sharing insights to drive improvements across the wider business.
Stakeholder & Cross-Functional Collaboration
- Represent the office function in internal meetings, providing clear insight and operational updates.
- Build strong working relationships across Operations, Production, Sales, and Business Systems.
- Maintain credibility through knowledge, professionalism, and follow-through.
Performance Reporting & Continuous Improvement
- Maintain accurate reporting on service and performance metrics.
- Analyse trends to identify risks and opportunities for improvement.
- Lead small-scale continuous improvement projects, embedding Lean principles to balance day-to-day delivery with long-term gains.
Health, Safety & Compliance
- Ensure all procedures align with Rocal Group’s Health & Safety standards.
- Keep compliance records, risk assessments, and training logs up to date.
- Promote a safety-first mindset across the team.
What You Bring
Customer & Commercial Focused: Understands the link between service, accuracy, and revenue
Operationally Strong: Able to manage workflow, prioritisation, and performance under pressure
Developer of People: Invests in coaching and capability building
Structured Thinker: Brings control, clarity, and consistency to processes
Accountable Leader: Drives ownership and outcomes across the team
Proactive & Decisive: Acts early and with intent
Clear Communicator: Sets expectations and ensures alignment
Salary, Benefits, and Hours
- Competitive salary based on experience
- Monday to Thursday 7:00am-4:00pm, Friday 7:00am-3:30pm
- PRIDE Reward - our discretionary annual bonus
- 'Medicash' medical cashback scheme with access to online GP services and mental health support
- Free onsite parking
- Company pension on a salary sacrifice basis (subject to eligibility)
- PRIDE Awards - our values-based nomination and reward scheme
- Company events and staff engagement initiatives (like our famous Rocal Raffle at Christmas, Summer Festival, and regular treats throughout the year)
- Cycle to work scheme
- Employee discount on our range of door and window products across the Group
- Employee referral reward programme
- Branded workwear
- Annual Christmas shutdown
- Death in service cover at 3x annual salary
- Retail/leisure discounts and perks across hundreds of popular brands
Who We Are
The Rocal Group encompasses Endurance Doors, Rocal Extrusions, BDC Aluminium, and the newly launched Endurance Aluminium. United under one combined purpose and vision, we are proud to be defined by our unwavering commitment to delivering exceptional, quality products, and unparalleled service to our customers.
Established in 1993, Endurance Doors has grown into one of the UK’s leading manufacturers of residential entrance doors, fabricating over £35m worth of door solutions each year. Our dedication to excellence in both product craftsmanship and customer experience for our installer partners and consumers has rewarded us with a 4.8* rating on Trustpilot.
BDC Aluminium is a leading fabricator of high quality aluminium doors and windows, catering to residential and commercial projects.
At Rocal, our team of over 250 talented professionals thrive in a collaborative, supportive, and dynamic environment, where individual strengths are celebrated and innovation is encouraged.
There has never been a better time to join the Rocal Group. Apply today or contact [email protected] for more information.
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Work Location: In person
