Branch Operations Administrator

Pay Smart Carpets • Full-time • Glasgow, Glasgow City, Scotland, United Kingdom • 16h ago

The Branch Operations Administrator provides essential administrative and operational support to ensure the smooth day-to-day running of the branch. Working closely with the Branch Manager and wider operational teams, this role supports stock control, scheduling, customer communication, compliance, facilities management, and reporting. The Administrator plays a key role in maintaining accurate records, ensuring compliance with company policies, and delivering excellent customer service.

Key Responsibilities

Customer Experience

· Handle inbound customer enquiries promptly and professionally, resolving straightforward issues or escalating when required.

· Support aftercare processes including service follow-ups, complaint logging, and issue resolution.

· Contribute to maintaining excellent customer satisfaction scores (e.g. Trustpilot, NPS).

Operational & Administrative Support

· Assist the Branch Manager in coordinating daily operations and maintaining compliance with company standards.

· Support stock management processes including ordering, receiving, stock reconciliation, and returns.

· · Update and maintain operational records, logs, and filing systems (digital and physical).

· Assist with the preparation of reports and KPI tracking (e.g. fitting schedules, debt reports, and diary capacity).

· Ensure accurate and timely completion of banking, petty cash, and payment processing tasks.

Planning & Scheduling

· Support scheduling of fitters and ensure job details are accurate and up to date in the system.

· Communicate effectively with fitters and customers regarding appointments, changes, and confirmations.

· Provide availability updates to central booking teams to optimise scheduling efficiency.

Facilities, Health & Safety

· Assist in monitoring health and safety compliance including record-keeping, training logs, and audit preparation.

· Help coordinate maintenance tasks such as cleaning, waste disposal, pest control, and minor repairs.

· Support the Branch Manager in ensuring all areas of the branch are clean, safe, and compliant.

Compliance & Process Improvement

· Maintain confidentiality and adhere to GDPR and data protection policies.

· Ensure all documentation and processes meet company compliance standards.

· Suggest opportunities for efficiency improvements in administrative processes.

Key Deliverables

· Accurate and up-to-date administrative and operational records.

· Timely support for scheduling, reporting, and stock control.

· Consistent compliance with GDPR, H&S, and company policies.

· Positive customer feedback and service outcomes.

· Effective support to the Branch Manager in delivering branch performance targets.

Person Specification

Essential Skills and Competencies:

· Highly organised with excellent attention to detail.

· Strong written and verbal communication skills.

· Proactive and reliable with the ability to prioritise and multitask.

· Customer-focused with a professional and helpful attitude.

· Competent in Microsoft Office and CRM systems.

· Comfortable working in a fast-paced, team-based environment.

Desirable:

· Experience in retail, home improvement, or operations administration.

· Knowledge of scheduling systems or service booking processes.

· Basic understanding of H&S and GDPR compliance.