About the role
The Operations Support & Insight Coordinator provides centralised support across the Operations function, helping create additional capacity within specialist and leadership teams by taking ownership of repeatable reporting, systems, administrative and support activity.
The role combines operational insight, case support, Salesforce and Lightfoot Portal administration, issue investigation and Root Cause Analysis, process documentation and systems testing. It will provide flexible capacity across Operations where required, while existing teams retain ownership of their respective functions.
The role will also support agreed Account Management activity and Lightfoot's continued move towards greater systemisation, automation and AI assisted processes. As manual activity reduces, the focus will increasingly move towards data quality, exception handling, validation and continuous improvement.
This is a practical and varied role designed to strengthen day to day operational capacity, improve visibility and support efficient delivery across Operations.
Hours: 37.5 hours per week, Monday to Friday.
Location: This is a hybrid role – two office days per week (Tuesdays and Wednesdays) based at our Exeter office.
Key duties and responsibilities
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Produce and maintain regular Operations insight and reporting, including the DNR Insight Pack, Global Health Insight Pack, Salesforce Insight Pack, Install Insight Pack, Customer Operations Insight Pack, Onboarding commission data and proactive reporting, ensuring accuracy and highlighting exceptions requiring action.
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Coordinate routine customer communications and case activity, including weekly DNR customer emails, templating cases, Support Mailbox edge cases, priority activity and backlog support.
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Provide flexible case support across SIRs and Systems when additional capacity is required, while those teams retain ownership of their respective functions.
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Complete routine Salesforce and Lightfoot Portal administration, including data updates, Account Management Portal tasks, Vehicle Checks feature activation and other repeatable system activity.
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Act as a first point of triage for straightforward Salesforce and Portal queries, gathering relevant evidence and escalating genuine system or development issues to specialist resource.
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Support operational issue investigation and Root Cause Analysis, collating case, system and customer information, identifying recurring themes and coordinating follow up with the appropriate owner.
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Maintain Operations process documentation, user guidance and training completion records, ensuring information remains accurate and current as processes and systems evolve.
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Support UAT and validation of Salesforce, Portal and wider Operations changes, providing feedback from an operational user perspective and confirming changes work as intended.
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Identify repeatable manual activity that can be simplified, systemised or automated, and support the adoption of automation and AI assisted processes, including output and exception checks where required.
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Provide agreed operational support to Account Management, including routine Salesforce and Portal activity, customer data updates and other defined administrative tasks.
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Provide flexible support across Operations for one off customer exercises, operational projects and periods of increased demand, helping reduce repeatable activity currently sitting with senior or specialist resource.
Key skills, experience and qualifications
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Strong organisational and prioritisation skills within a fast paced operational environment.
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Analytical mindset with strong attention to detail and a clear focus on data accuracy.
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Confidence using CRM and operational systems, with Salesforce experience desirable and the ability to learn new platforms quickly.
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Good working knowledge of Excel and confidence working with operational reports and data.
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Logical problem solving skills with the ability to investigate issues, gather evidence and support Root Cause Analysis.
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Clear written and verbal communication skills, with confidence working across Operations, Account Management and Technology.
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Process driven with the ability to document, follow and improve consistent ways of working.
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Able to manage multiple priorities and work independently, while recognising when specialist support or escalation is required.
