Operational Support Specialist

4 months ago

Aberdeen, United Kingdom Pirtek Aberdeen Full time

**Job Title**: Operational Support Specialist

**Location**: Unit C1, The Lombard Centre, Kirkhill Place, Dyce, Aberdeen, AB21 0GU

**Type**: Full-Time Permanent

**Schedule**: Monday to Friday, 8am - 5pm with weekend availability on occasion

**Salary**: £25,000 - £27,500 DOE + Benefits

**Company Description**: Join our team at Metro Rod & Metro Plumb and Pirtek Aberdeen, leaders in providing top-notch drain care, emergency plumbing services, and hydraulic solutions across the UK. As part of a national market network of independently owned, regional franchises, and a dynamic trade centre, we offer a supportive environment aimed at growth and excellence in service delivery.

**Role Overview**: We are seeking an experienced Scheduling Assistant / Trade Counter Assistant, open to individuals from any sector, to play a pivotal role in our customer service and operational efficiency. This role is ideal for self-motivated, resilient individuals with a knack for scheduling, customer service, and a willingness to be hands-on as required.

**Key Responsibilities**:

- Serve as the first point of contact for our customers, ensuring quality service both in-person and over the phone.
- Liaise between customers and Engineers/Technicians to schedule pre-planned and reactive servicing, ensuring timely and efficient service.
- Manage incoming calls, bookings, and queries with a focus on customer satisfaction.
- Maintain optimum schedules for engineers, considering travel time and external factors to ensure smooth operations.
- Support service delivery, billing, finance teams with necessary reports and MI.
- Assist in the sale of off-the-shelf products and the manufacture of custom hydraulic hose assemblies.
- Log and process jobs through the company IT system and assist with stock control, ordering, and distribution.
- Ensure the office area is always clean, presentable, and well-stocked.
- Collect customer feedback and Google reviews to enhance service quality.

**Key Functions & Additional Responsibilities**:

- Proactively promote products and services to walk-in customers.
- Call customers before and after job attendances to ensure satisfaction and gather feedback.
- Provide assistance to centre staff and be hands-on with tasks as required.

**Requirements**:

- Have hands on experience working with equipment.
- Previous experience in a Scheduling, Customer Service, or Technical/Engineering role preferred.
- Excellent written and verbal communication skills.
- Competent IT and keyboard skills with the ability to multi-task.
- Customer-focused, enthusiastic, and confident communicator.
- Great administrative and organisational ability.
- GCSE in English and Maths advantageous.
- Resilient, adaptable, and able to work both collaboratively and independently.

**Benefits**:

- Competitive salary and company pension.
- Auto-enrolment pension and structured training and development.
- Paid leave of 20 days plus 8 statutory days with potential time off in lieu and enhanced payments.
- Free and on-site parking.
- Positive team environment to develop skills and career.

**Salary**: £25,000.00-£27,500.00 per year

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Work Location: In person

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