Senior Operations Service Coordinator

**Role Overview**

The Senior Operations Service Coordinator is responsible for supporting our Operational Team on scheduling and the delivery of Audit, Fire Risk Assessment, and Training, delivering excellent customer service and meeting client expectations. In addition, the role also oversees the planning of Associates and the services that they provide to clients. This role is part of the Operations Team reporting into the Operations Manager.

**Roles & Responsibilities**
- As a Senior Operations Service Coordinator, you are responsible for the on time service delivery of all services delivered by your team.
- Adherence to the company core values and communicating business updates e.g., company strategy, policy changes, key successes etc
- Supporting the Operations Manager, Divisional Environmental Health Practitioner (EHP) Manager, Regional EHP Managers, and other internal stakeholders, when required.
- Ensuring that clients expectations are met when delivering services e.g. the Competence of Auditors are appropriate for the audits, or clients visits are carried out within the expected daily and audit round delivery window etc.
- Attendance of appropriate team meetings for example: weekly operations meeting, monthly management meetings etc.
- Identification of utilisation and efficiency improvements.
- Ensure financial targets and other performance measures are achieved
- Team management including the well-being, motivation and engagement of your team.
- Supporting the Operations Manager to ensure the communication and engagement strategies are implemented. This includes, but is not restricted, to ensuring a level of communication across the department that helps drives colleague engagement and colleagues are suitability and sufficiently motivated and engaged in their role.
- Supporting the recruitment of your team as well as reducing attrition and increasing the tenure of your team.
- Evaluating performance and developing people e.g. performance manage poor performers and identifying future stars and developing them.
- Operational Service team 121’s.
- Supporting on induction and training for new starters, considering current competencies and requirements for the role and the use of systems.
- Managing annual leave and ensuring that it does not impact on operational delivery.
- Liaison with Account Managers, Sales Team, and Customer Services to support business growth on Operational services.
- Management of team allocation: ensuring audits, Fire Risk Assessment (FRA), Safety Support Visits (SSVs), and training services are allocated, and both booked and delivered, including any team availability or service overallocation (redistribution of work to ensure the schedule is maintained).
- Managing Associates and their scheduling including traceability on work completed and payments.
- Support the Operations team on utilisation.

**Requirements**:

- Experience dealing with customers and a true customer focus
- Strong operational and coordination skills
- Process driven
- Computer literate
- Analytical mindset and ability
- Project management experience (desirable)

**What We Offer**
Continued training and development is key for all members of our team. A tailored training and induction plan is developed for each new starter to help them get up to speed on everything they need to know. For those who like variety, there will be many opportunities to get involved in various projects across departments, and we fully support regular CPD in order to help everyone reach their full potential.

At Shield Safety, we have worked closely as a team to develop an enhanced benefits package that benefits everyone. All of our colleagues benefit from flexible working hours, birthdays off, remote working options for those who are office-based and we also offer a generous holiday allowance so you can make the most out of your time off. As well as all this, we also provide an enhanced pension scheme, enhanced maternity & paternity leave, health cash plan, financial support and much more to support the health and overall wellbeing of our colleagues.

We are a social bunch and our Social Committee organise regular events and get-togethers to encourage friendships, meet new people and have fun together (both in-person and remotely depending on each person’s circumstances).

Our offices are in the heart of Manchester’s Northern Quarter surrounded by bars, restaurants and music venues. Public transport of all kinds is just a short walk away and close-by there’s plenty of affordable parking. Our culture is passionate, collaborative and diverse and we enjoy working in a relaxed, dress-down environment where dogs are more than welcome.

**Company Overview**

**We believe in making safety simple.**

Shield Safety is the UK’s leading provider of Food Safety, Fire Safety and Health & Safety software and services. Trading since 2003, the company was founded by Food Safety and Health & Safety Practitioner Mark Flanagan, who beli