Job Overview
The Operations Support Coordinator plays a key role in supporting the effective delivery of customer and operational activity across the Customer Operations function.
Working across a broad range of operational responsibilities, the role combines complex administrative and order resolution activity with the coordination and delivery of managed customer requirements. The role will provide end-to-end ownership of activities that require additional coordination, investigation or intervention to ensure customer requirements are delivered effectively.
Operating within a multiskilled environment, the Operations Support Coordinator will work flexibly across activities according to customer demand and operational priorities. The role will collaborate closely with Customer Service, Commercial, Project Management, Supply Chain, Warehouse and other supporting functions to identify risks, resolve issues and maintain momentum through the customer journey.
The role will require travel to customer locations to support operational delivery across roll-outs which include sizing activities, and providing on-site operational support where required.
Key Duties and Responsibilities
- Coordinate customer and order requirements that require additional operational support beyond standard transactional processing.
- Support the planning, coordination and delivery of customer sizing activities, including attending and supporting sizing events where required.
- Provide end-to-end ownership of allocated activities, ensuring actions are progressed through to resolution or successful delivery.
- Support complex or non-standard orders, identifying requirements, dependencies and potential risks.
- Proactively identify potential delays or issues and take appropriate action to minimise customer impact.
- Investigate and resolve orders or customer requirements that become delayed, blocked or require additional intervention.
- Support the resolution of order errors, system exceptions and other operational issues.
- Coordinate specialist requirements including embellishment and embroidery set-ups and associated operational activity.
- Act as an internal point of support for more complex operational queries where additional investigation or coordination is required.
- Work closely with Customer Service, Commercial and operational teams to ensure customer requirements are understood and effectively delivered.
- Build effective working relationships across internal functions, acting as a link between customer requirements and operational delivery.
- Participate in customer or internal operational meetings where coordination or subject-matter support is required.
- Manage and prioritise a varied workload according to customer impact, operational urgency and agreed service requirements.
- Work flexibly across the Operations Support function, responding to changes in volumes, priorities and business requirements.
- Support workload sharing and multiskilling across the wider team to maximise operational capacity.
- Share knowledge and best practice across the team to strengthen capability and reduce dependency on individual subject-matter experts.
- Support the continued development of a flexible, multiskilled operating model.
- Support customers across communication platforms identified against key roll outs or a more complex requirement is identified
Knowledge, Skills and Experience Required
Experience
- Proven experience within a Customer Service, customer operations or contact centre environment is essential
- Demonstrated experience working with systems, data and operational information to understand issues and determine appropriate actions
- Experience supporting complex, high-volume or managed customer requirements.
- Experience coordinating activity across multiple departments or stakeholders.
- Comfortable engaging directly with customers in both operational and on-site environments.
- Willingness and ability to travel to customer locations as required by the role.
Skills & Capabilities
- Acts professionally at all times and demonstrates a consistently positive attitude.
- Ability to investigate issues and take ownership through to resolution.
- Strong written and verbal communication skills.
- Strong customer-centric mindset with good planning and organisational skills.
- Confidence working with multiple internal stakeholders and coordinating actions across different functions.
- High level of integrity with the ability to use initiative and make informed decisions.
- Excellent communication skills, with the ability to present information clearly and confidently.
- Strong computer literacy across relevant software and internal systems.
- Works effectively as part of a team, supporting shared goals and maintaining strong working relationships.
- Excellent attention to detail and a structured approach to problem solving.
Life Working at Mi Hub - What we can offer you!
Our people are at the heart of our business. At Mi Hub, we know how hard our people work to achieve our business goals and keep our customers at the heart of our work.
- Mi Time Policy (after full training is completed) – minimum 3 days in the office and flexi your time and building up an extra half days annual leave per month. Also, grab a free tea and coffees whenever you are in the office!
- Annual leave - 25 days holiday plus Bank Holidays increasing to 27 days plus bank holidays when you get to 5 years’ service. If this isn’t enough, we provide the ability once a year for employee to buy extra annual leave.
- 3x death in service life insurance scheme should the worst happen in your employment with us.
- Celebrating Service, we offer long service awards to celebrate continued employment.
- EAP covering support for mental health and well-being.
- Employee Engagement (survey or Mi Forum) – We care for your opinions.
- Social calendar driven by our desire to raise funds for local and national charities, supporting a number each year.
- We take huge pride in our ESG policy which includes our impact on the environment and ensuring our company is ‘a great place to work’.
- Career progression accessible with our bronze, silver and gold banding.
Mi Hub is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Mi Hub will keep your details for 13 months in accordance with our privacy policy, in case any other roles crop up that we think you'd be suitable for. If you'd like us to remove your details at any point, please contact the recruitment team on recruitment @mi-hub.co.uk
Mi Hub operates a Preferred Supplier List for recruitment agencies and only accept candidate introductions from agencies we have specifically engaged in writing for a particular role. Any unsolicited CVs or contact from agencies not formally instructed on the role, will not be recognised and no fees will be payable. Should we engage with a candidate whose details were submitted speculatively in this manner, it will not constitute acceptance of terms, and no agency fees will be owed.
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Referral programme
- Sick pay
Application question(s):
- Can you reliably travel to the office location (Castle Donington) at least 3 times per week?
Experience:
- Customer service: 1 year (required)
- Call Centre/Contact Centre: 1 year (required)
Work authorisation:
- United Kingdom (required)
Willingness to travel:
Work Location: Hybrid remote in Derby DE74 2UG
