Job Title: Operations Coordinator (Call Out / Repair)
Reports To: Technical Operations Manager
Role Purpose
The Operations Coordinator is responsible for the day-to-day coordination of reactive, repair, and planned maintenance (PPM) works. The role ensures engineers, materials, and job information are organised efficiently to support timely and effective service delivery.
Acting as a central point of contact between engineers, customers, and suppliers, the role is key to maintaining operational efficiency, accurate job management, and high levels of customer service.
Key Responsibilities
Area of Responsibility
Key Duties
Service Planning & Scheduling
Schedule call-outs, repairs and PPM works in line with quoted timelines, part availability, scope and engineer skillsets. Create and manage jobs, including return visits. Monitor engineer workload and optimise routing and scheduling efficiency.
Engineering Team Coordination
Act as the day-to-day liaison with engineering teams, ensuring clear communication of job details, updates and changes. Support engineers by ensuring they have the required information and documentation to complete works effectively.
Materials, Equipment & Supplier Coordination
Order and track parts, materials and equipment required for upcoming works, including hire and off-hire. Liaise with suppliers to ensure timely delivery aligned to job requirements, including imported items where applicable.
Compliance & Documentation
Ensure all required safety documentation, permits and compliance requirements are in place, including RAMS and training certifications. Submit RAMS to customers prior to works commencing and upload to the job management system for engineer access.
Job Management Systems & Administration
Maintain accurate records within the job management system (BigChange). Ensure job sheets are completed thoroughly, including parts, photos and site details. Progress jobs through the correct workflow stages and ensure job files are complete for invoicing.
Customer Communication & Portal Management
Provide timely updates to customers on job progress, delays and completion. Maintain customer portals, ensuring engineers are correctly logged and job statuses are accurate prior to progressing works to the next stage.
Operational Support & Communication
Manage incoming calls and shared email inboxes, ensuring timely and professional responses. Support new customer onboarding by issuing and completing required account documentation prior to site attendance. Participate in the out-of-hours rota as required.
Quality Control & Verification
Review engineer worksheets to ensure all required information is completed accurately, including part numbers, photos and measurements before job closure.
Financial & Job Completion
Ensure completed jobs are fully documented and submitted promptly to support invoicing within agreed timeframes.
General Responsibilities
Undertake additional duties as reasonably required by line management or company directors in line with business needs.
Additional Information
This job description outlines the primary responsibilities of the role and is not intended to be exhaustive. Duties may evolve in line with operational requirements, and the post holder may be required to undertake additional duties as reasonably directed by their line manager or company directors.
Pay: Up to £35,000.00 per year
Benefits:
Work Location: In person
