WE HAVE A VACANCY FOR A BUSINESS OPERATIONS COORDINATOR
We are looking for a highly organised, detail-focused and process-driven individual to take ownership of our day-to-day customer operations while supporting the wider operational needs of the business.
This is a key role within the company, responsible for ensuring customer enquiries, quotations, orders and communications are handled accurately, consistently and in line with defined processes. Alongside this, you will provide broader business support across administration, supplier liaison, procurement, reporting and continuous improvement activities.
You will play a central role in delivering a professional and reliable service to NHS and private healthcare customers, while helping to support the smooth and efficient running of the business.
GENERAL DESCRIPTION
Working as part of the operations function, you will manage the full customer workflow from initial enquiry through to order completion and issue resolution. Customer operations will form the core of the role, with additional responsibilities supporting the wider day-to-day running and development of the business.
This is a systems-led, process-driven position requiring strong attention to detail, consistency and the ability to manage multiple priorities accurately. You will work closely with the Directors and internal teams, including design, production and suppliers, ensuring information is accurately recorded and managed through company systems.
JOB ROLE
Customer Operations
- Act as the first point of contact for inbound customer enquiries by email and telephone.
- Log and maintain accurate customer, enquiry and order information within Capsule CRM.
- Prepare accurate quotations using agreed pricing structures and company procedures.
- Confirm customer requirements, specifications and delivery details.
- Follow up quotations and maintain communication with customers throughout the sales process.
- Coordinate bespoke design proofing with the internal design team and customers.
- Process customer orders accurately using Xero and internal systems.
- Monitor order progress and proactively update customers on timescales and delivery.
- Handle customer queries, issues and complaints professionally, ensuring non-conformances are recorded and resolved.
Business Operations & Administration
- Liaise with production, suppliers and logistics partners to support the smooth fulfilment of customer orders.
- Support procurement and supplier administration activities as required.
- Assist with credit control and the administration of outstanding quotations and orders.
- Maintain accurate operational records and assist with internal reporting.
- Conduct basic market and competitor research to support business development initiatives.
- Help maintain and improve CRM data quality and internal processes.
- Support customer visits, product demonstrations and other operational activities where appropriate.
- Contribute ideas and feedback to improve efficiency, customer experience and business systems.
Process, Systems & Compliance
- Follow all defined workflows and processes consistently.
- Use CRM and internal systems as the single source of truth for customer and order information.
- Adhere to agreed pricing, data protection, cybersecurity and company procedures.
- Maintain accurate records to support reporting, audit and ISO compliance requirements.
KEY REQUIREMENTS
- Strong attention to detail and the ability to follow processes accurately.
- Highly organised with the ability to manage multiple tasks and priorities.
- Confident using business systems and software (CRM, order processing, Microsoft Office, etc.).
- Clear and professional written and verbal communication skills.
- Reliable, consistent and disciplined approach to work.
- Proactive attitude with a willingness to support a variety of business activities.
PREFERRED (BUT NOT ESSENTIAL)
- Experience in a customer service, sales support, operations or office administration role.
- Experience using CRM and/or ERP systems.
- Experience in a B2B or healthcare-related environment.
- Experience coordinating multiple stakeholders and priorities within a small business.
ADDITIONAL NOTES
- Customer operations and order processing form the core focus of this role, with broader business support responsibilities making up the remainder.
- This is a process-driven role focused on delivering an excellent customer experience through accuracy, consistency and strong organisational skills.
- Full training will be provided on company systems, products and processes.
- The role would suit someone who enjoys variety, takes ownership of their work and takes pride in doing things properly and continually improving how the business operates.
Pay: £30,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
- Sick pay
Work Location: In person
