Job Title: Senior Operations Coordinator
Location: Unit 1 High Barns Farm, Bedford Road, Roxton, Bedfordshire, MK44 3ET
Position duration & Salary details: Permanent Full Time £32k - £34k per annum, + bonus, pension, private healthcare and life cover
Job Summary: The Senior Operations Coordinator is responsible for supporting the Operations Controller in the management and coordination of service and maintenance activities for Suction Excavators and R&G Group products.
This role plays a key part in ensuring the efficient delivery of operational activities, providing guidance and support to the Operations team, and maintaining high levels of customer service. The Senior Operations Coordinator will take a lead role in scheduling, customer communication, complaint resolution, warranty administration, and cross-functional collaboration, whilst supporting the day-to-day supervision of the Operations team.
The role requires excellent organisational, communication and problem-solving skills, with the ability to manage multiple priorities and act as a key point of contact for customers, internal stakeholders, suppliers, and colleagues within RSP Germany.
Main Duties/ Responsibilities:
- Support the Operations Controller in the planning, coordination and delivery of service and maintenance activities, ensuring operational efficiency and customer satisfaction.
- Maintain and oversee scheduling systems, ensuring service and maintenance activities are accurately planned, communicated and completed within agreed timescales.
- Coordinate the allocation of engineers, equipment and resources to meet operational requirements and customer expectations.
- Provide day-to-day guidance and support to Operations Coordinators, assisting with workload management, training and the development of team capability.
- Support the supervision of the Operations team, promoting high standards of performance, communication and customer service.
- Act as an escalation point for customer enquiries, complaints and service-related issues, ensuring concerns are investigated thoroughly and resolved professionally and promptly.
- Act as an escalation point for warranty claims liaising with customers, suppliers, Engineering and RSP Germany to ensure timely resolution.
- Develop and maintain strong working relationships with customers, suppliers and internal departments to support the smooth delivery of operations.
- Liaise closely with RSP Germany regarding technical matters, warranty issues, parts availability, service requirements and operational support.
- Review and maintain operational records including work orders, sales orders, quotations, service reports, GoCanvas records and customer feedback.
- Monitor the progress of service and maintenance activities, identifying and resolving scheduling conflicts, delays or resource challenges.
- Work closely with Engineering, Sales, Finance and Procurement teams to ensure effective communication and coordination of operational activities.
- Support procurement activities by helping to ensure the availability of parts, materials and equipment required for service and maintenance work.
- Produce operational reports and performance information as required by the Operations Controller and senior management team.
- Assist with stock management activities and deputise for the Stock Controller where required.
- Support continuous improvement initiatives by identifying opportunities to improve operational processes, customer experience and service delivery.
Qualifications/ Skills and Attributes Required:
- GCSE Grade 4 (or equivalent) in English and Maths; administrative, technical or management qualifications are desirable.
- Proven experience in an operations, service coordination or senior administrative role, preferably within an engineering, service or technical environment.
- Strong organisational and time management skills, with the ability to prioritise workloads and meet deadlines in a fast paced environment.
- Experience supporting or supervising colleagues and contributing to team performance.
- Excellent verbal and written communication skills, with the confidence to engage with customers, suppliers and internal stakeholders at all levels.
- Experience managing customer complaints and delivering effective resolutions.
- Understanding of warranty processes and service administration is desirable.
- Strong problem-solving and decision-making skills, with the ability to manage complex operational issues.
- Proficient in using scheduling software and operational management systems.
- Strong computer skills, including proficiency in Microsoft 365 products.
- High attention to detail and commitment to delivering quality outcomes.
- Ability to work collaboratively across departments and build strong professional relationships.
- Knowledge of suction excavators and related products would be advantageous.
Pay: £32,000.00-£34,000.00 per year
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Application question(s):
- Do you hold a full, valid UK driving licence and have regular access to a vehicle for commuting to work?
Work Location: In person
