We are seeking an experienced and detail-oriented Customer Operations Coordinator to oversee our client’s helpdesk operations and manage the dispatch to completion of work for both Subcontractors and self-delivery Maintenance Engineers. The ideal candidate will ensure that the client is communicated with appropriately and kept happy by maintaining response and completion SLAs, quotes are obtained and sent for approvals, purchase orders are raised and amended, and jobs are closed with the appropriate evidence.

Key responsibilities of the Customer Operations Coordinator

• Supervise and support the helpdesk to ensure efficient handling of client inquiries and issues.
• Covering for breaks, holidays and sickness.
• Manage work dispatch – Coordinate the dispatch of work to Subcontractors and self-delivery Maintenance Engineers, ensuring timely response and completion.
• Ensure SLA compliance – Monitor and ensure that all response and completion Service Level Agreements (SLAs) are accurate and adhered to.
• Quote management – Obtain quotes for necessary work, send them for client approvals, and follow up as needed.
• Purchase orders – Raise and amend purchase orders as required, ensuring all financial and procedural guidelines are followed.
• Job closure – Ensure jobs are closed with the appropriate evidence, maintaining accurate and comprehensive records.
• Reporting and documentation – Maintain detailed records of all activities, providing regular reports on work status, SLA compliance, and any issues or delays.
• Continuous improvement – Identify opportunities for process improvements and implement changes to enhance efficiency and service quality.
• Client communication –  Serve as the main point of contact for clients regarding contract support issues, ensuring clear and effective communication.

Candidate requirements

• Experience in a similar role is required (proven experience in an FM, contract support or help desk role).
• Knowledge of FM software.
• Basic understanding of building systems and maintenance procedures.
• Strong leadership with the ability to supervise and motivate.
• Strong attention to detail with a meticulous focus on accuracy and compliance.
• Problem-solving ability.

If you are interested in this role please call Tom at our Walsall office or apply accordingly.