From 20 hours a month to a trusted full-time member of the extended team
Client snapshot
Industry: Commercial cleaning
Business: CSA Cleaning
Contact: Jo Pearson, Operations Manager
Service: Administrative and operational support
The challenge
CSA Cleaning operates in an industry where reliability, responsiveness and consistently high standards are essential. As the business grew, its operations team found that an increasing amount of time was being absorbed by administrative work.
Managing the job management system, monitoring the service inbox, maintaining contract records, preparing reports, ordering consumables and following up outstanding accounts were all important tasks. However, they were also taking experienced operations staff away from their primary responsibility: supporting clients, managing service delivery and growing the business.
CSA needed a dependable administrative partner who could work to its professional standards, integrate with the existing team and increase support as the business evolved.
Rather than committing to a large arrangement immediately, CSA chose to begin with a clearly defined, low-risk engagement.
Starting with 20 hours a month
Mary joined CSA through Clear Admin People, initially providing 20 hours of support each month.
Her first responsibilities were focused and measurable: managing CSA’s job management system and monitoring the service inbox. This allowed Mary to learn the business, understand CSA’s expectations and demonstrate the quality and consistency of her work.
Mary quickly became familiar with CSA’s systems, processes and service standards. As her knowledge and confidence grew, she took greater ownership of the role and became increasingly independent in managing her responsibilities.
The quality of her work gave CSA the confidence to delegate more.
Building a strong working partnership
As the role developed, CSA, Mary and Clear Admin People worked collaboratively to strengthen communication and workflow processes.
Inbox tagging was introduced to improve visibility and tracking, while regular Teams check-ins created a clear forum for reviewing priorities, resolving questions and planning upcoming work. These processes supported greater accountability and helped Mary manage her responsibilities with increasing confidence and autonomy.
The approach reflected the standards CSA applies throughout its business: professional communication, reliability, accountability and continuous improvement.
Growing the role through demonstrated performance
Mary’s hours increased from 20 to 40 per month and then from 40 to 80. Each increase was based on the results she delivered and the trust she built with the CSA team.
Her responsibilities expanded to include:
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Job management system administration
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Service inbox management
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Contract administration
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Follow-up of outstanding accounts
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Weekly rolling reports
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Consumables ordering
Within one year, CSA expanded Mary’s position from part-time support to a full-time dedicated role.
This was not a predetermined commitment. It was a direct result of Mary’s performance, her growing understanding of the business and the value she brought to CSA’s operations.
The results
Support increased from 20 hours per month to a full-time role within one year.
Mary became a trusted extension of CSA’s operations team, taking ownership of a broad range of recurring administrative responsibilities.
CSA’s operations staff were able to spend less time on routine administration and more time managing service quality, supporting clients and growing the business.
Administrative processes became more structured, visible and consistent, supported by clear communication systems and regular check-ins.
Most importantly, the partnership grew at a pace that was supported by demonstrated performance and mutual trust.
Jo Pearson's assessment: “We started small with 20 hours per month, testing what we could delegate. Once we saw the quality, we realised how much time we were wasting on tasks someone else could handle better. It just made sense to get admin work off our plate so we could focus on growing the business.”
A trusted member of the extended team
Mary’s progression from 20 hours a month to a full-time role demonstrates what can be achieved when a capable administrator is given a clear scope, effective systems and the opportunity to grow with a business.
For CSA Cleaning, the arrangement has become more than outsourced administrative support. Mary is a trusted member of the extended team who understands the business, takes ownership of her responsibilities and helps CSA maintain the professional standards its clients expect.
Ready to take admin off your plate, without committing to more than you need?
Book a Workforce Efficiency Assessment with our team and we'll identify exactly where the right support would make the biggest difference in your business.