Job Overview:
We are looking for an experienced and proactive Operations Support Coordinator to support the day-to-day operations. You’ll be the face of the business with our customers and representing M&S Water Services. The role combines customer-facing responsibilities with administrative support and requires someone who is comfortable working both in the office and on-site with our customers and clients.
Your role will be Hybrid based out of our Luton and Hitchin sites and visiting our customers in their homes and businesses.
A successful candidate to us will play a key role in maintaining excellent customer relationships, preparing customer quotations end-to-end for private side works, co-ordinating administrative processes and supporting the wider teams where needed to ensure that projects are delivered efficiently and professionally.
Key Responsibilities:
- Act as a primary point of contact for customer enquiries, providing professional and responsive support.
- Visit customer premises to assess requirements and prepare quotations for private-side utility work
- Follow up on quotations and maintain regular communication with customers throughout the process.
- Coordinate and manage administrative tasks associated with customer side work
- Prepare, process, and track paperwork, contracts, and project documentation.
- Assist with invoicing, payment follow-ups, and maintaining accurate customer records.
- Liaise with operational teams to ensure smooth delivery of works and customer satisfaction, including the planning and scheduling of work, and ensuring a smooth customer experience
- Monitor job progress and ensure all relevant documentation is completed and filed correctly.
- Support colleagues across the business as required, demonstrating flexibility and a collaborative approach.
- Help identify opportunities to improve administrative processes and customer service standards.
Requirements:
- Strong customer service and communication skills.
- Excellent organisational and administrative abilities.
- Ability to build positive relationships with customers, clients and colleagues.
- Confident in conducting site visits and discussing customer requirements direct with the customer.
- Good attention to detail and ability to manage multiple tasks simultaneously.
- Competent with Microsoft Office, Microsoft ExCel, Microsoft Word and general business software.
- Ability to work independently while contributing positively to a team environment.
- Full UK driving licence required
Personal attributes:
- A team player with a can-do attitude who is willing to support colleagues and contribute to the business success
- Excellent customer experience skills and dedicated to do the right thing for all our customers and clients
- Professional, reliable and customer-focused
- Strong problem-solving skills and a proactive attitude
- Able to manage workloads effectively and meet deadlines
- Positive, adaptable and eager to learn
What does success look like?
- High levels of customer satisfaction and retention
- Accurate and timely preparation of quotations, paperwork and invoices
- Effective communication at all times between customers, administration and operational teams
- A strong contribution to team performance and overall business success
Benefits:
- Competitive salary and performance-based bonuses.
- Company van
- Opportunities for training and career progression.
Pay: £13.45-£14.50 per hour
Benefits:
- Company pension
- On-site parking
Work Location: In person
