Job Title: Operations Coordinator
Salary: Competitive, depending on experience + mobile phone will be provided, and either access to a company car/hire car when travel is required or use of own car with business miles paid
Location: Brentwood, Essex
Job Type: Full Time, Permanent
Job Role:
The Operations Coordinator role is to be the first point of contact and responsible for providing the highest quality customer service for all day to day operational requirements of the Club. This will include the preparation, organisation and on-site coordinator of Club events. There are around 5 major events (including the Grand National and Epsom Derby) and a Newmarket July course programme that require scheduling, costing and invoicing as a separate part to the main account.
You would be required to attend sites during the build-up/event/clear up (usually a week including weekends). Estimated to be around 5-6 weekends in total per year. (approx. 70% of time)
The Operations Coordinator will also fully support the Customer Service Team, providing excellent customer service to new, existing and prospective customers. This involves providing general administrative duties, research, quote preparation and carrying out duties that support the day to day operational requirements of the Customer Service Team. (approx. 30% of time)
Key Responsibilities:
Individual Contribution
- Being the first escalation point for any service related issues with Club sites
- Ensure all Club service enquiries or issues have been fully resolved and the customer is happy with the resolution
- Work pro-actively at all times with the aim to prevent issues occurring in the first place This will involve regular contact with sites to check service levels, schedules and any additional requirements for the coming weeks
- Ensuring all orders are closed by the 5th working days and invoices are checked and sent out by the 10th working day
- Resolving Club invoice queries in the first instance. Any re-occurring issues to be escalated to the Key Account Manager (KAM)
- Completing the Club report, to be passed onto the KAM to review
- Processing rebates on commodities as and when required
- Organising services, passes and employees for all Club events and attending events meeting and events to coordinate these services and employees on site
- Ensuring Club are compliant at all times and have all the relevant paperwork required to meet their legislative requirements
- To assist the Key Account Manager with any other Club requirements to gain further experience within this field
- Uploading accreditation for all staff and subcontractors used at the event on Club systems
- During the event you will be a Recycling Angel, providing help to the Club staff and contractors on how to deal with the various waste streams
- Manual handling tasks will be undertaken during any events including moving containers around site to correct locations
Customer Services
- Dealing with telephone and e-mail enquiries promptly including processing orders via Dynamics
- Recording customer queries/complaints using Cases in Weighsoft 5
- Update/amend service schedules as and when required
- Prepare and send quotations to customers ensuring the best possible solution and price is sourced. Ensure all quotes are then followed up with the aim of winning as much work as possible
- Source solutions for new waste streams
- Source new service providers if required
- Liaise with relevant individuals re new enquiries/orders to be fulfilled
- Investigate and solve customers’ issues and invoice queries
- Complete and close confirmed weights and dockets for services within the 5 working day KPI
- Close and regular working and collaboration with KAM and Head of Key Accounts
Skills and Experience required:
- Good verbal and written communication skills
- Minimum of one-year Customer Service experience
- Minimum of 2 years experience in the waste industry/event management
- Provided support as a Recycling Angel at a Club Event
- Confident and professional
- Previous office administration and excellent organisational skills
- Experienced in working with senior individuals
- Experience of working in an extremely busy, fast paced and demanding environment
- Excellent PC literacy with an advanced knowledge of Microsoft Office Suite
- The individual must be a self-starter who demonstrates initiative and can be pro-active. The ability to multi-task is also essential
- Excellent communication skills both written and verbal that enables the individual to quickly establish respect within the team
- The individual must be able to plan and be able to organise themselves so that they can balance the needs and priorities of the different areas of the role
- Willingness and aptitude to grow the role to take on new challenges
Candidates will need access to their own transportation as the office is not serviced by public transport.
NO AGENCIES
Please click the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of; Enquiries Assistant, Support Assistant, Enquiries Advisor, Customer Support, Customer Services Officer, Clients Service Representative, Client Service, Customer Services, Customer Assistant, Customer Service Assistant, Customer Service Representative, Customer Service Consultant, Customer Service Coordinator, Client Account Coordinator, Customer Service Administrator, Client Relationship Assistant, Business Support may also be considered for this role.
