task management

When a business has a high volume of admin-heavy tasks, efficiency is everything. But without structure, even the best teams can become disorganised, inconsistent and overwhelmed.

That was the situation when I joined a 40-person team responsible for handling 1000+ customer enquiries each week, booking educational talks and tours, overseeing complaints and resolutions and managing an ever-growing list of admin tasks.

The work was getting done but in a completely unstructured way with no clear workflow and no accountability. There were no assigned tasks; team members simply chose work from trays and inbox folders. We had no tracking system, so it was impossible to see who had done what. Similar customer complaints were resolved in completely different ways, leading to unfair treatment and loss of revenue. Most importantly, there was a lack of efficiency with tasks being duplicated, delayed or falling through the cracks.

It was a free-for-all, and the team was struggling. We needed a structured task management system with refined processes. As Senior Administrator, I introduced task assignment & tracking:

• Instead of a chaotic grab-and-go system, tasks were clearly assigned to specific team members on a rotational basis.

• A collaborative project management sheet was implemented to track progress, ensuring nothing got missed.

• We created a structured complaints resolution process. Compensation and rewards were aligned instead of being decided at random.

• Tasks were categorised and prioritised, so the team always knew what to focus on first.

• Overlapping responsibilities were removed, making the process leaner and faster.

This resulted in a more efficient, organised & fair system with:

• Clear task ownership. Everyone knew exactly what they were responsible for.

• Increased efficiency: no more duplicated work or forgotten tasks.

• Consistent customer experience. Our TripAdvisor reviews began to soar.

• Less stress, more productivity. Our team could focus.

For our world-renowned company, introducing structure didn’t just improve workflows - it transformed the way we worked together - and with the wider organisation.