Operations Coordinator

  • Job Reference: 00000094-1
  • Date Posted: 14 June 2022
  • Recruiter: Made Employment Ltd
  • Location: Stratford-upon-Avon, Warwickshire
  • Remote Working: Some remote working possible
  • Salary: £22,000
  • Sector: Operations Coordinator
  • Job Type: Permanent
  • Contact: Maria Dowding
  • Email: maria@made-employment.co.uk

Job Description

Our Client's Origins

Formed in 2006 as a result of a management buyout of the Field Services department of a leading European Credit Management organisation, they are a nationwide home and business property visiting service across multiple sectors with extensive experience in working with the Utilities industry in particular. We pride ourselves on values based on treating our stakeholders with respect, integrity and absolute professionalism at all times.

Their People

Their people are their greatest asset and they strongly believe that they have the management, operational teams and field representatives to deliver 'best in class' service.  Their staff, having undergone a robust recruitment process, are trained in all elements of our management systems, clients' codes of conduct and the legal and regulatory requirements of their work, which ensures they deliver an effective and professional service.

As part of their continued growth and expansion they are recruiting for 2 Performance Management Officers for their Head Office

Operations Coordinator Job Purpose

The role involves overseeing performance for all visit related activity, in line with internal processes, Client requirements, SLAs and company objectives. The role will be an integral part of the operational area and will provide a key link between Management teams, Field operatives, internal staff, Clients and suppliers. There will be a need to carry out required tasks in a timely, accurate and pro-active way. Additionally, regular communication with varied contact points means the role will be an vital liaison position within the company. 

Operations Coordinator Benefits:

  • Annual Salary Review
  • 28 days holiday (including Bank holidays).- Additional 1 days’ annual leave for each year worked (up to 33 days in total).  Christmas Closure for 4 days
  • Work from home up to 3 days per week.
  • A 'Love to Shop’ your Birthday every year.
  • Free on-site parking when office based.
  • Private pension contributions.
  • Employee Assistance Scheme giving private and confidential access to free counselling, and mental health and well-being services.

Operations Coordinator Responsibilities will include: -

  • Administer and contribute to the Agent recruitment process including Agent set up, and maintenance, on all relevant systems
  • Maintain and action postcode allocation and transfers as needed
  • Assist with the allocation of visits as required; pro-active work to be undertaken to ensure visits are allocated/completed within dictated timescales
  • Produce, Collate and distribute various MI as required
  • Create and issue new/replacement Agent ID cards and Agent LOAs for all Clients as appropriate 
  • Prepare Agent Audit packs to allow an Agent audit to be completed successfully and Conduct Agent Audits for both administration and call completion side of work, including a full report on each once the audit is performed
  • Manage and update a performance system for all Agents
  • Control and update the agent training and/or instruction/briefing records, for client work as well as legislative/compliance requirements 
  • Take ownership, and responsibility, of any Agent/Visit related complaint, feedback, query from any contact point including Customers and Clients
  • Deals with, and responds to, Agent escalations.  Manage the Agent escalation process including the recording and monitoring of all data collated on a regular basis
  • Controlling the agent payment system and ensuring that the fortnightly payment runs are appropriately checked and authorised before payment.
  • Investigates and processes agent payment queries, and applying to the APS and client charging structure, if appropriate.
  • Completes general communications to the field network, including the production of e mails, memos and newsletters as required and ensuring that the communications have a standard “look and feel.”
  • Supports the implementation of field and other company projects, by carrying out designated tasks and leading certain work streams as required.
  • Provides support and guidance to the Agents in achieving targets / meeting objectives
  • Participate and support the roll out of Work Mobile including being a point of contact for Agents using the device
  • Controlling designated emails and inbox, ensuring all new mails are actioned, forwarded on and responded to in a timely manner.
  • Monitoring performance of visit results
  • Escalated progress chasing of all work types
  • To comply with the company’s Quality Policy by following all QMS procedures and related work instructions
  • To co-operate in the operation of the company’s health, safety and environmental management systems and To take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely
  • To comply with all legal, regulatory and statutory requirements and to ensure the fair treatment of customers is central to all behaviour and activity.