Operations Coordinator

**Who We Are** We're iCorrect - London's specialist Apple repair experts.When Apple says "impossible," we say "Tuesday." We're the team that other repair shops call when they hit their limits - from simple screen replacements to advanced microelectronics that most won't even attempt.Liquid damage that destroyed a MacBook? We bring it back to life. iPhone logic board damaged at component level? We rebuild it from scratch. You'll be joining London's most advanced Apple repair operation. **Role Purpose** Own the device intake experience and operational flow end-to-end: greet customers with confidence, move devices through intake and dispatch, keep live systems accurate, and protect turnaround KPIs. This role requires a **technical mindset and practical problem-solving** across Apple hardware/software, connectivity, and workflow tools. **You manage yourself, think fast, and execute without hand-holding.** **What You’ll Do** **Customer-facing & Intake** - Welcome customers, set clear expectations, and answer practical repair related questions confidently. - Complete accurate device intake (condition, model, issues), capture evidence, and create actionable notes for technicians. **Back Market & Mail-in Operations** - Process trade-ins and mail-ins **the day they arrive**; prepare and pack devices for shipment; maintain chain-of-custody and status accuracy. - Protect **48-hour processing/response** KPIs by time-stamping holds (e.g., iCloud-locked devices), escalating appropriately, and maintaining a clear audit trail. **Systems, Data Hygiene & Flow** - Keep live boards (e.g., BM board / operations boards) clean and trustworthy: no stale “shipped,” no duplicates, and real-time status updates. - Log precise, concise notes that other team members can act on immediately. **Technical Problem-Solving** - Perform basic functional checks (power-on, activation/lock status, simple templated diagnostics, cosmetic grading). - Triage and resolve common **software/connectivity** issues (e.g., Wi-Fi/app sign-in hiccups, device configuration obstacles) that impact intake, dispatch, or customer experience. **Rhythm & Self-Management** - Plan and split work across the day (avoid end-loading tasks); pace yourself to maintain throughput during rushes. - Collaborate with technicians and leadership via short, focused check-ins; communicate early when risks could affect KPIs or customer promises. **Must-Haves** - **2-3 years** in fast-paced, customer-facing **operations/retail/hospitality** (or similar) with proven throughput and ownership. - **Apple ecosystem fluency** (active daily user): you understand how Apple devices behave and can explain that to customers. - Demonstrable **technical mindset**: you think in checklists, diagnostics, and root causes; comfortable with software/connectivity basics. - **Clear, confident spoken English** and strong interpersonal skills suited to London clientele. - Consistent **punctuality and professionalism**; you arrive prepared and contribute to an early-start culture. - Comfortable on your feet most of the day; confident handling/lifting packages and moving between tasks quickly. - Right to work in the UK and daily commute to **Fitzrovia (W1W)**. **What Success Looks Like (First 60-90 Days)** - **Zero avoidable lates**: trade-ins processed on arrival day; any holds documented with timestamps and outreach evidence. - **Trustworthy boards**: statuses reflect reality in real time; duplicates removed; “shipped/received” fields accurate. - **Throughput and calm under pressure**: customers served confidently upstairs; technicians receive devices and notes they can act on without follow-ups. - **Stronger technical judgement**: Apple behaviours (e.g., iCloud/Activation Lock) applied to operational choices, reducing rework and delay. - **Reliable rhythm**: workload split effectively across the day; fewer last-minute bottlenecks. **What We Offer** - **£27,500** salary - Central London location — **Margaret Street, Zone 1**: - Work with passionate, highly skilled technicians on meaningful, challenging repairs - Grow real, industry-relevant skills in operations, customer service, and Apple-centric workflows **This Role Is For You If** - Fast pace energises you (think “busy coffee shop” tempo). - You’re an **Apple fan** who genuinely keeps up with devices and features. - You want to own a lane, execute cleanly, and be judged on clear outcomes and KPIs. - You care about clarity, customers understand you, and teammates trust your notes. - Ready to help us turn “impossible” into “done” while keeping the front-of-house sharp and the back-end flawless? We’d love to meet you._ Pay: £27,500.00 per year Application question(s): - A customer’s Mac won’t connect to Wi-Fi. You’re not a technician but what basic checks would you try before handing it off? - Have you ever solved a tech/software issue yourself (e.g. connectivity, apps not working, device misbehaving)? Tell us what the issue was and how