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Operations Coordinator
2 months ago
Job Summary:
We are seeking an experienced Operations Administrator to join our team at OCS. As an Operations Administrator, you will play a key role in the organization of our Commercial window cleaning teams, ensuring the delivery of PPM and specialist cleaning services in an efficient, professional, and customer-focused manner.
Key Responsibilities:
- Scheduling and Planning: Schedule team works, ensuring adequate staffing is allocated to complete tasks in a reasonable timeframe.
- Signoff Systems: Maintain up-to-date signoff systems to enable operatives to record completed works.
- Database Management: Maintain databases of works, including PPM planners, works lists, and other relevant information.
- Booking and Permitting: Book in works with site contacts, raise permits, and complete pre-site forms as necessary.
- Billing and Invoicing: Support the billing of completed works each month, working to month-end deadlines.
- Quotation and PO Management: Log quotations raised by the team and ensure all works to be billed have PO numbers logged on the correct documents for billing.
- Reporting and Analysis: Provide accurate and regular reports to management on client performance.
- Personnel Management: Support personnel management, including staff recruitment, performance assessment, training, and mentoring for the central team.
- Health and Safety: Ensure all Health and Safety planning, including risk assessments, COSHH, PPE, and Health and Safety Plans, are coordinated by the Account Director.
- Customer Complaints: Take ownership of customer complaints, coordinate with resolution parties, and establish effective communication between stakeholders.
- Service Delivery: Use in-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Business Systems: Utilize all business systems, including Outlook, Teams, in-house management tools, and customer systems.
Customer Focused Responsibilities:
- Service Delivery: Take responsibility for service delivery to ensure outstanding customer service to clients, customers, and visitors.
- Customer Service Champion: Be a customer service champion and take a proactive approach to customer service management.
- Reporting and Meetings: Provide regular reports and attend planned and ad-hoc meetings with client representatives to ensure service delivery satisfaction.
- Relationship Management: Understand the working relationship between OCS and the client to ensure all actions work to maintain the relationship.
- Training and Development: Develop customer service training across the OCS team.
About You:
- Communication Skills: You will have the ability to communicate with people of all levels, including clients and internal contacts.
- Prioritization and Time Management: At times, you will have conflicting priorities and will need to be able to prioritize your tasks effectively.
- Organizational Skills: Excellent organizational, planning, and time management skills to ensure all queries are actioned within a reasonable timeframe.
- Attention to Detail: Small errors in jobs being uploaded can result in big problems, so attention to detail to ensure things are correct is essential.
Benefits:
- Holiday Entitlement: 25 days holiday + bank holidays
- Free Fruit: Free fruit in our offices
- Employee Referral Scheme: Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
- Retail Discounts: Wide range of retail discounts
- Social Events: Regular social and charity events are held in our offices
- Charity Involvement: Get involved in charity events in the local community
