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Submit your application via Indeed or our website: https://netwatchglobal.com/careers/senior-operations-coordinator
The Role
In 2022, NetWatch established a new division dedicated to interviewing police officers and other relevant parties, such as policyholders and witnesses, to accurately gather information about incidents on behalf of insurer clients.
We are seeking a Senior Operations Co-Ordinator to support our expanding department. This individual will be highly organised, efficient and skilled at multi-tasking, providing essential administrative support to our Investigations team. Beyond this, the successful candidate will assist Senior Management and adapt to cross-functional needs within the business. This is a role for a genuinely independent and self-sufficient operator who takes full ownership of their workload. The successful candidate will act as the backbone of the Investigations team, ensuring the department runs smoothly day to day. This is an excellent opportunity to play a key role in a growing department.
Salary: £30-35,000
Start Date: As soon as possible
Location: Hybrid. One day per week at our Birmingham office, following an initial week of in-office training.
Job Description
- Management Information & Reporting: Producing two monthly dashboards, analysing raw operational data to identify trends and flag risks, and supporting the Department Lead with resource planning, performance oversight, and informed decision-making.
- Calendar ownership: taking primary responsibility for the smooth running of the team’s calendars, ensuring schedules are co-ordinated with optimal timing and availability, conflicts are resolved, and everyone has clear visibility of upcoming commitments.
- Escalation point: acting as a first point of contact for scheduling and coordination conflicts, exercising judgement to prioritise and resolve.
- Interview Coordination: Owning the end-to-end scheduling of interviews with the police, from initial request through to confirmation, and managing payments via BACS or cheque.
- Policyholder Interview Invitations: Contacting policyholders to invite them to interview within specific deadlines, taking ownership to ensure the interview invite is sent to the policyholder within agreed turnaround times.
- Court Enquiries & Hearing Coordination: Proactively take ownership of time-sensitive enquiries with courts and police forces to confirm hearing schedules and promptly relay accurate information to the rota’d team member to support travel arrangements and ensure no hearings are missed.
- Follow-ups & Reminders: Sending chaser emails to interviewees and courts to confirm attendance and address any scheduling conflicts or unexpected changes. Making phone calls to chase or clarify information.
- Handling Queries: Responding to inquiries related to fees, scheduling, and processes, ensuring clear and professional communication.
- Case Management: Booking in cases on case management system, maintaining accurate records, and ensuring all relevant documentation and communications are stored.
- Daily Checks: Conducting daily reviews of the intelligence team's inbox to ensure all actions have been accurately managed, booked in, and recorded on the case management system.
- Correspondence & Notifications: Managing written and verbal communications with insurer clients, police forces, and courts, primarily via email, ensuring clarity, accuracy, and professionalism.
- Post-Interview Processing: Ensuring all required actions, such as processing refunds or updating case files, are completed after interviews take place.
- Senior Management Support: providing comprehensive administrative support to Senior Management and adapting to cross-functional needs within the business, as required.
- Additional Responsibilities: any additional tasks assigned by department manager to support the interviewing team’s objectives and ensure efficient operations.
Person Specification
Key skills:
- Ownership – proactively manages tasks through to completion with minimal oversight.
- Multi-tasking Enthusiast – thrives on juggling tasks whilst prioritising effectively.
- Excellent Organisational Skills – skilfully manages administration tasks, ensuring smooth operations and clear communications across parties.
- Fast and Efficient – completes tasks promptly while maintaining high standards.
- Adaptable – flexible in handling changing priorities, new challenges, and diverse tasks.
- Excellent Communication - confident on the phone, and delivers clear, concise, and audience-focused written and verbal communication for effective professional interactions.
- Professional Conduct - Maintains a respectful and professional demeanour in all interactions.
- Reliable – able to work autonomously to a high standard, whilst maintaining attention to detail and ensuring a smooth process.
- Honesty and Integrity – personal characteristics essential to anyone at NetWatch.
- Passionate – demonstrates a strong passion for their work and a genuine commitment to NetWatch
Experience:
- A minimum of 2+ years’ experience in a similar operations or coordination role, taking ownership of tasks and working autonomously within a fast-paced environment (ideally in a B2B environment).
- 3 x A Levels C or above or equivalent required
- Competent at utilising MS Office including Excel and adapting to new database systems
- Desirable – An understanding of court and police administration processes
Benefits
- Flexi-time (build your own week around the core hours of 10am-2:30pm – please note that flexibility is required to meet business needs, including occasional early starts (e.g. 7:45am for 8:00am interviews) and later finishes (e.g. 5:30pm) to support interviews and complete time-sensitive court enquiries)
- Remote working / hybrid
- On-site gym
- Employee benefits and wellbeing program
- 24 days leave plus bank holidays, with a flexible holiday policy
- Buy and sell leave scheme
- Length of service rewards
- Company pension scheme
- Training and development opportunities
- Regular team social events and clubs
- Cycle to work scheme
- Casual dress code
Accessibility Statement
NetWatch Global is committed to creating an inclusive and accessible environment for all. If you require any accommodations during the application process, please call and ask for HR.
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- On-site gym
Work Location: In person
