Operations Coordinator Full Time

4 weeks ago

Louth, 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

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