Service Operations Coordinator

**ABOUT HTEC**

HTEC is an innovative Fintech company on a mission to revolutionise the way business is conducted within the payments industry. The business comprises of HTEC (Southampton) and Celtech (Dublin) and is a PDI Company. We are a leading provider of point of sale, payment and loyalty solutions in the retail and forecourt markets. We provide a range of products and solutions to our customers which help them to increase profits through increasing basket size, customer loyalty and footfall, serving customers more efficiently and cost-effectively. We design, build, install, and support systems in 5,700 retail sites - processing over 20 billion transactions each year through our data centres.

**SERVICE OPERATIONS COORDINATOR **(Ref: BF2459)

We are looking for an experienced Service Operations Coordinator who will be part of the Service Operations team. The Service Operations team are responsible for coordinating the workload, scheduling of Htec’s field-based engineers, and ensuring the engineers administration is kept up to date. This role is office based within the Service Desk department at our Southampton Head Office, to allow close communication with the Technical Support team.

This is a full-time position where you will be required to work shifts to cover hours between 7am-8pm to meet our customer’s needs.

**RESPONSIBILITIES**

As a **Service Operations Coordinator, **you will;
- Allocate all jobs passed to Service Operations by the Technical Support team.
- Be responsible for the coordination of the Field Service Engineers;
- Ensuring work schedules are scheduled accordingly to meet SLAs.
- Liaising with engineers to ensure jobs have been received to ensure that the SLAs can be achieved.
- Assisting engineers with support when on site.
- Schedule installation calls with the Project Installation team, creating the relevant calls on the Metro system, and updating the Service calendar.
- Be responsible for the overall coordination of Service Level Agreements and reporting any calls that are likely to fail the SLAs, to the Field Service Manager.
- Check allocation closures as they arrive to ensure all relevant information has been included and closing the call on the Metro system if correct.
- Reallocate work as required due to changing workloads as the working day dictates, and ensuring engineers are aware of these changes.
- Be responsible for the engineering administration which includes, but is not limited to, checking fuel forms and mileage reporting.
- Assist the Service Desk as and when required, especially during periods of outage by one of our clients.
- Be responsible for stock asset management.

**KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED**

To be considered for this role you’ll need:

- Excellent communication skills
- Excellent organisational skills
- A great attention to detail
- The ability to work under pressure, to multitask and to prioritise workload as required
- The ability to work on your own, and as part of a team.

**YOU SHOULD APPLY IF**:

- You are a reliable and structured professional and excel in a flat team structure where trust and integrity is the key foundation for everything we do.
- You are comfortable using a direct language and speaking in a straightforward yet respectful manner to save peoples´ time and simplify everyone´s workday.
- You love rolling up your sleeves to get it done.
- What we’re doing at Universe excites you.

**WHAT'S IN IT FOR YOU?**
- The chance to make a real impact on a business intent on changing the face of the retail sector (and thus the end customer experience).
- A flat and collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself.
- A unique opportunity to carve out your own dream job by simply making things happen at a pivotal time when the company´s future is being shaped. We look for the brightest and smartest who tell us what to do.
- Competitive salary.
- More exciting benefits you will hear about when we talk.

**OUR CULTURE**

HTEC are in the simplicity business, and they are building a team who look at the world a little differently. People that look at the needlessly complicated and say ‘that’s nuts’. Folks that are bold enough to challenge convention and brilliant enough to actually change it.