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Operations Coordinator Full Time

3 months ago

Louth, Lincolnshire, United Kingdom Protec Services Full time
Protec Services is a family run business based in Louth, Lincolnshire.

We provide a wide range of technological solutions including IT, Web based services, CCTV & Alarms for both domestic and business customers.


Working hours:
Monday - Friday 37.5 hours

9am - 5pm.

Salary dependent upon level of experience.

General Duties include but are not limited to -

  • Allocating tickets to relevant technicians as well as prioritising tickets.
  • Scheduling and organising of technicians and efficiently managing their workloads on a daily basis
  • Chasing technicians to ensure that works are completed by deadlines
  • Informing management regarding tickets that require escalating
  • Providing reports to management regarding open tickets as required
  • Setting up new customers on the ticketing system
  • Point of call for customers, assisting technicians in keeping customers updated with open tickets
  • Keeping all customer communication saved and tracked on tickets
  • Booking in workshop repair works
  • Following up jobs with customers and closing support tickets
  • Arranging for access to customers machines to allow technicians to carry out works
  • Preparing worksheets for onsite technicians, assisting with getting materials out ready for their jobs
  • Ensuring materials are allocated on tickets with recording of serial numbers and purchase order numbers
  • Booking in and planning of onsite works with customers
  • Assisting with any other administrative duties as required such as processing deliveries, scanning, filing, processing technician's worksheets/van check sheets, timesheets, taking customer payments, posting items to customers, paying for technicians parking.

Skills

  • Competent user of Outlook, you will be required to oversee and use multiple inboxes
  • Confident use of Excel and Word
  • Ability to prioritise tickets based on company procedures
  • Highly organised and a keen eye for detail when data inputting
  • Confident communicating with internal and external stakeholders
  • Able to relay information confidently and accurately both written and verbally.
  • Proven ability to manage technicians' schedules
  • It would be beneficial to have a good comprehensive understanding of IT related problems and/or an interest in IT.

Experience and Qualifications

  • Minimum of GCSE grade C / 6 in both English and Maths
  • Desirable Level 3 in Business Administration / Level 3 Customer Service or role relevant qualification. Graded Merit or above.
  • Minimum 2 years previous experience in a Helpdesk / Customer Service focused role would be beneficial
  • Experience of using ticketing systems is beneficial, though not essential as training can be given
  • Knowledge or experience of working in a similar industry is beneficial

Job Types:
Permanent, Full-time

Salary:
£20,000.00 per year

Benefits:

  • Company pension
  • Sick pay

Schedule:

  • Day shift
  • Monday to Friday

Ability to commute/relocate:

  • Louth, Lincolnshire: reliably commute or plan to relocate before starting work (required)

Experience:

  • Customer service: 2 years (required)

Work authorisation:

  • United Kingdom (required)

Work Location:
One location

Application deadline: 16/01/2023

Reference ID:
Operations Coordinator Dec 22