Operations Coordinator

Job Title: Operations Coordinator
Hours: 40 hrs per week, Office hours: 8:30am – 5:00pm, Monday to Friday
Salary: £30,000 (dependent on experience)
Location: Reigate, Surrey

About the Role

We are a people company first and foremost and as a family business we prioritise a welcoming and sociable culture in which we all enjoy working together to provide an excellent service to our internal and external customers. Our company is growing year on year, and we are now looking for a highly motivated and proactive Operations Coordinator. We are seeking an individual who will work from a new office premises in Reigate. This is an excellent opportunity for an individual looking to work proactively and independently, in a fast paced environment to make a lasting impact across the business.

Key Responsibilities

• To assist the directors with day to day varied tasks to ensure timely delivery of service and all related aspects to our customers.
• Overall, the responsibility of the logistics team members is to achieve excellent customer service in our emergency response business, they will ensure seamless, end-to-end logistics from the point of mobilisation all the way through to invoicing. They will liaise with technicians on a regular basis to ensure that they have all that is required to enact a job efficiently and safely. They will be responsible for ensuring the smooth logistics for mobilisations both abroad and in the UK.

Day to Day Logistics Duties:

• Maintaining an overview of all scopes, and flagging to directors if there is anything that may need intervention e.g.:
  ◦ Jobs running over the allocated days
  ◦ Job handover to technicians completed
  ◦ Daily job summary to customer completed
• Liaising customers for all aspects of our service provision, providing quotes, clear pre-mob and de-mob plan, engaging in trouble-shooting, problem solving both on email and on calls
• Assisting with mobilising teams to all scopes, including booking jobs in with technicians and liaising with them on their travel requirements. Confirming technicians’ names to customers, arranging travel and accommodation, sending technicians a summary email with all mobilisation information, and notifying the tech team of new mobilisations through the Ops Team Teams channel.
• Checking the planner each day to ensure technicians have everything they need and all arrangements are in place.
• Reviewing daily reports each morning, identifying any issues flagged by technicians, and notifying the relevant people or resolving issues as appropriate.
• Creating offshore daily reports in Excel and sending them to customers each morning.
• Generating commercial invoicing required for shipping purposes
• Generating packing lists
• Booking flights, hotels, and rental cars, including arranging hire vans.
• Booking of training for our technicians, checking the training matrix monthly, updating its colours to highlight upcoming expiries, and booking any required training, including arranging the Thames Water Safety Passport for all Level 1 technicians.
• Liaison with carrier to ensure timely collections and delivery dates are met
• Liaising with the warehouse regarding collections, work orders and related logistics arrangements.
• Supporting the Logistics team with mobilisations as directed
• Clear, effective, and timely communication with technicians, partners and customers
• Completing mobilisation activities within our CRM system – Sales Force
• Ensuring technical knowledge of each job in order to have informed conversations with customers and technicians
• Ensure a close working relationship with the senior logistics team member to ensure they are supported in all aspect of their role
• Engage in troubleshooting and problem solving as and when things arise
• Ensure systems and processes are followed within the business, admin databases kept up to date
• Communicating with technicians as and when appropriate, keeping up to date with WhatsApp messages, answering questions and recording technicians’ unavailability.
• Monitoring the logistics email inbox and keeping up to date with incoming messages.
• Supporting with technician recruitment and the initial interview process.
• Managing technicians’ PPE requests received through the PPE inbox.
• Following up with technicians to obtain vaccination records or arrange for them to receive required vaccinations, and updating the vaccination table in the Vaccination tab of the technicians’ data spreadsheet.
• Answering the emergency phone line, and managing appropriately
• Completing mobilisation activities within our CRM system – Sales Force
• Liaise with business development team members as and when appropriate
• It is expected that you will take the initiative to complete any other jobs that may require your attention, even if they are not detailed on this list