Reports to: Nick Clark, General Manager Lauren Clark, Business Development Manager Or, an appointed representative

Transcription

1 Job Title: Office Manager (incorporating HR, Finance, Sales & Marketing, IT, Business Development & Admin Operations) Reports to: Nick Clark, General Manager Lauren Clark, Business Development Manager Or, an appointed representative Role Description Employment status: Permanent, Full-time 3 Months Probation 40 hours/week, Mon- Fri Supervision & Delegation: Office Assistant Salary & Incentives: $80,000 - $85,000 per annum Company Vehicle iphone Liaises With: Team of field staff Estimator/Arborist Contractors Accountant HR consultant Marketing consultant Clients - residential, real estate, strata, commercial Suppliers Industry organisations Location: Chapel Hill, Brisbane Contact: Lauren Clark Contact Phone: The Opportunity This newly created role will manage all Acro Trees office operations. The incumbent will join the Senior Leadership Team of Acro Trees, a friendly, family-run company based in Chapel Hill and report directly to the General Manager. An excellent reputation for great service has brought about a loyal customer base and significant growth for the company over the last 18 months. This position will lead the office, supervise an office assistant and perform continuous quality improvement to develop the business. As experience develops, the position will incorporate overall operational management of Acro Trees and over time, contribute to the operation of the Acro Group, to include Acro Inspection Services Pty Ltd. The Office Manager is responsible for the profitable growth of Acro Trees through: Leading a team culture of fairness, honesty and commitment. Exceeding the customers expectations in service and driving customer loyalty. Managing and streamlining all office operations. Providing expert advice, supervision and direction to other team members, including supervision and delegation to the Office Assistant. The Office Manager s time and responsibilities are divided across: The Team (30%) The Customer (20%) The Work (5%) The Business (25%) Improving the Business (20%) 1

2 Role Responsibilities The Team (30%, with some delegation to Office Assistant) HR: Responsible for all aspects of company HR for staff and contractors, including but not limited to - liaison with HR consultants as required, orientation & onboarding, leave requests, recruitment, probation, apprenticeships and trainees, disciplinary action, termination, Work Cover management. Payroll: Management of payroll & incentive plans, including but not limited to weekly payroll, super contributions, staff records, and staff incentive program. Performance: Contribute to the development and performance evaluation of staff, including but not limited to developing and evaluating KPIs, providing direction & delegating, supervising staff and supporting them. Training & Development: Manage the Training & Development needs of staff, including but not limited to developing KPIs, contribute toolbox meetings, performance and development appraisal, staff compliance with relevant training needs and regulations, develop team training calendar, direct line management responsibility of the Junior Admin Assistant. Workplace Health & Safety: Responsible for delivering best practice in WH&S procedures and processes, including but not limited to - liaison with WH&S consultants as required, development & implementation of procedures and processes, incident recording, management of Work Cover, Return to Work programs, reporting and compliance procedures and implement and maintain Acro Trees WH&S Manual. Team Building: Develop and implement annual team building calendar with Senior Management Team, including but not limited to yearly events, birthday cards, Xmas cards for staff & contractors, put up/takedown Xmas tree, arrange staff end of year event. Senior Management Support: Provide support to General Manager and senior management team including but not limited to Calendar scheduling, Staff appraisals scheduling and contribution, admin support, minute taking, business developmental activities and projects The Customer (20%, with some delegation to Office Assistant) Marketing: Responsible for the strategic direction, planning and production of Marketing including but not limited to liaise with consultants as required, contribute to development of yearly/monthly/weekly plans & test and measures for marketing, seasonal promotions, development of content for articles & website, social media development & strategic direction, marketing, client database, flyer distribution. Sales: Accountable for increasing sales by various means including successful integration and review of marketing & office processes to ensure highest possible conversion of leads. Customer Experience: Responsible for the delivery of excellent customer service, including but not limited to business processes and systems aligning with best customer experience, conflict and issue resolution with customer, escalate to general manager as required, customer experience review, deliver customer feedback and review processes for social media, continuous quality improvement of service delivery and change implementation, Organise end of year gifts/cards for commercial clients and suppliers. 2

3 The Work (5%, with majority of work delegated to Office Assistant) Scheduling Tree Work: Responsible for scheduling tree work for team & contractors and ensure necessary equipment is available, including but not limited to - management of CRM, team communications, booking contractors, correspondence with customer and commercial contacts. As experience develops this task will be performed independent of general manager. Quote Flow System: Responsible for the Management of the quote flow system to ensure highest level customer satisfaction and sales, including but not limited to CRM management, team communications, integration with the team, review of processes and procedures, continuous quality improvement and change implementation. The Business (25%, with some delegation to Office Assistant) Information Technology: Responsible for the delivery and continuous quality improvement of information and technology applications and systems, including but not limited to liaison with IT professionals for advice and consultancy as required for system, hardware, software issues and upgrades, storage & backup, Acro Trees company intranet, cloud based file storage and organisation, liaise with Telstra and Yellow for telephone, internet and website access issues and improvements. Incorporating delivery & continuous quality improvement of all IT applications & programs ie Service M8, Xero, Deputy, Asana, Trello, Mail Chimp, Yellow Websites, Dropbox, Google Docs, Windows Office, Outlook. Systems & Documentation: Responsible for developing and continual quality improvement of documentation of all office systems and processes, including but not limited to liaison with external consultant as required, development of Office Operation Procedure Manuals & Tradesman Procedure Manuals, creation and maintenance of company intranet site, cloud-based document storage and organisation, development & use of Asana application. Finance & Reporting: Perform all tasks for Financial Management & Reporting including but not limited to - Managing financial dashboard, produce Profit & Loss reports, manage cashflow, Payroll reporting. o Accounts Receivable: Responsible for all aspects of Accounts Receivable, including but not limited to customer invoicing & payment, account enquiries, bank reconciliation, debt collection/aged receivables. o Accounts Payable: Perform all tasks to manage Accounts Payable and liaise with accountant as required, eg entering supplier invoices & payments. Insurances: Manage insurances for Fleet, Staff and Company, including but not limited to Acro Fleet vehicles, trucks and equipment, Public Liability, Professional Indemnity, Work Cover, Licence Renewals, Certificates of Currency storage, Professional Indemnity as required. Acro Group Fleet: Manage fleet registrations, insurances, inspections and repairs and maintenance across the Acro group (ie Acro Trees and Acro Inspections vehicles, trucks and equipment). To include licencing checks for staff and redirection of fines as required. 3

4 Equipment: Develop and maintain the equipment register, including but not limited to purchasing equipment, repairs and maintenance, tree work equipment, PPE, uniforms, computers, laptops, screens, iphones, ipads, vehicle kit, office furniture. Office: Responsible for presentation of the office, including but not limited to - Mail collection, Office & Kitchen supplies, maintenance & repairs, archive and file storage. Improving the Business (20%, with delegation as required) Project Management: Lead the implementation of business development activities with support of senior management, including but not limited to - development and implementation of 90 day plans, and other assigned project work. Key Performance Indicators 3 month probation period 12 monthly Performance Appraisal and Development Plan, including: o Professional Development Plan (ie training, networking, support, supervision requirements) o Evaluation of KPIs (TBA) o 6 monthly reviews Financial support for training will be provided in agreement with General Manager Key Criteria You re the person we are looking for if you can demonstrate the following Key Criteria: Office Management: You have proven ability to manage an office and junior staff. You can provide high level business advice and management on a full range of financial, human resource, IT, sales & marketing, and administrative issues. Growth & Development: You have a track record of developing and growing a business and are self-driven with a positive attitude. Customer Service: You offer excellent customer service and you can effectively manage conflict with customers and within the team. Project Management: You enjoy a challenge and have demonstrated project management skill. You can analyse and recommend solutions to complex problems. Technology: You are excellent with technology and can quickly learn new systems. Qualifications Certificate IV in Business or Diploma of Business (minimum preferred) Experience with Xero, CRM such as Service M8 (preferred but not essential) 4

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