Job description:
Key Responsibilities
1. Operations Administration & Customer Support
- Monitor and manage incoming emails, calls, customer requests, and operational enquiries, ensuring timely response and resolution.
- Assess and triage complaints, enquiries, and service requests, escalating issues to the appropriate manager or operational lead where required.
- Coordinate day-to-day operational activities and provide administrative support to ensure smooth service delivery.
- Support manager and operational team with ad hoc & amc operational requirements and urgent business priorities.
- Ensure effective communication between internal teams, contractors, suppliers, and clients to facilitate seamless operations.
- Maintain accurate documentation, operational records, and correspondence for business continuity and audit purposes.
- Monitor ongoing works and service progression and uploading invoices and reports through emails, operational portals and systems including Dwellant and FixFlow.
2. Quotations & Commercial Coordination
- Review and coordinate incoming quote requests and direct them to the appropriate operational team member for action.
- Maintain oversight of quotation workflows to ensure requests are actioned within agreed timelines.
- Raise and process Purchase Orders (POs) for operational and reactive works while ensuring compliance with internal approval processes.
- Update and maintain sales and quotation tracking sheets, ensuring quoted and awarded works are accurately recorded and monitored.
- Support coordination of awarded works and ensure records are updated in a timely manner.
3. Procurement
- Support procurement activities through sourcing and ordering cleaning materials, consumables, and operational supplies.
- Coordinate timely ordering of cleaning consumables for operational teams and cleaners across sites.
4. Finance Administration, Invoicing & Credit Control
- Support invoicing processes, ensuring invoices are raised accurately and within required timelines.
- Maintain and update Accounts Payable (AP) tracking lists and financial monitoring spreadsheets.
- Carry out weekly credit control activities, including following up on overdue invoices and delayed payments.
- Liaise with internal stakeholders and clients regarding invoice queries, outstanding balances, and payment follow-ups.
- Support financial administration through accurate tracking and maintenance of operational financial records.
- Receive, review, and process contractor invoices, ensuring accuracy against approved works, purchase orders, and agreed rates.
- Coordinate bi-monthly contractor payment runs by preparing payment schedules, verifying invoice details, and liaising with relevant managers for approval.
- Follow up on invoice discrepancies, missing documentation, and payment queries to ensure contractors are paid accurately and on time.
- Document handling experience
5. ISO 9001 Compliance & Internal Auditing
- Support organisational readiness for ISO 9001 Quality Management System (QMS) implementation and compliance.
- Participate as part of the internal audit team by reviewing processes, procedures, records, and operational documentation.
- Assist with internal audits to assess compliance against quality standards and business procedures.
- Support preparation for external audits by maintaining documentation and participating in audit discussions where required.
- Contribute to continuous improvement initiatives and process standardisation to strengthen operational efficiency and compliance.
6. Marketing & Business Support
- Prepare, coordinate, and distribute weekly e-shot marketing communications every Monday to support business promotion, customer engagement, and service awareness.
- Collaborate with internal teams to ensure marketing content, promotions, and service updates are communicated accurately and in a timely manner.
- Maintain distribution schedules and support marketing activities aimed at strengthening client engagement and brand visibility.
- Knowledge in excel
Key Skills & Competencies
- Operations Administration
- Facilities Management Coordination
- Purchase Order Processing
- Procurement Management
- Customer Service & Complaint Resolution
- Credit Control & Invoice Administration
- Vendor & Contractor Coordination
- ISO 9001 Compliance & Internal Auditing
- Operational Reporting & Record Management
- Stakeholder Communication
- Process Coordination & Continuous Improvement
- Attention to Detail & Multitasking
Pay: £26,000.00-£29,000.00 per year
Work Location: In person
