Service Operations Coordinator
Location: Wrexham, LL11 0PB
Salary: Starting salary of up to £30k depending on experience
Hours: Monday-Friday, 8:30am-5:00pm
We're Not Looking for Just Another Administrator
At Healthcare Matters, we support healthcare providers with equipment and services that help make a real difference to people's lives.
As we've grown, we've built a reputation for being responsive, reliable, and easy to work with. We're proud of that, but we're not interested in standing still. We believe there's always a better way to do things, and we're looking for someone who shares that mindset.
We're looking for a Service Operations Coordinator who thrives in a busy environment, enjoys solving problems, and wants to play a key role in delivering an outstanding customer experience.
This isn't a purely customer service role. While there will be times when you'll answer calls and support customers, the primary focus is operational coordination, helping to coordinate services, resolve issues, improve processes, and ensure work flows efficiently from start to finish.
The Role
Reporting to the Head of Customer Experience / Customer Experience Manager, you'll help coordinate our rental and service operations, ensuring jobs are planned effectively, invoicing is accurate, and customers receive the level of service they expect from Healthcare Matters.
You'll work closely with engineers, department managers, and customers, taking ownership of key operational processes and helping us continuously improve the way we work.
Key Responsibilities
Rental & Service Administration
- Managing rental administration and associated documentation
- Processing rental and call-out invoicing accurately and efficiently
- Investigating and resolving invoicing queries
- Ensuring rental and service records are maintained accurately
- Supporting the smooth day-to-day operation of the rental department
Service Coordination
- Deploying service, repair, and collection jobs through the planning system
- Supporting engineer scheduling and workload allocation
- Monitoring job progress and helping remove operational bottlenecks
- Coordinating with internal departments to ensure work is completed efficiently
Customer Experience & Continuous Improvement
- Managing escalated customer queries and supporting resolution where possible
- Working with teams across the business to improve service delivery
- Identifying opportunities to improve processes, systems, and customer outcomes
- Assisting with reviewing, refining, and remapping operational processes where required
- Supporting a culture of continuous improvement and operational excellence
- Helping Healthcare Matters deliver a world-class customer experience
What We're Looking For
We're looking for someone who is organised, proactive, and enjoys taking ownership.
You don't need experience in every aspect of the role, but you should be comfortable managing multiple priorities, communicating with different stakeholders, and finding practical solutions to problems.
Skills & Experience
- Experience in administration, operations, scheduling, service coordination, customer experience, or similar roles preferred
- Excellent communication and customer service skills
- Strong organisational and time-management abilities
- High attention to detail and accuracy
- A proactive, problem-solving approach
- Ability to work effectively under pressure in a busy environment
- Confidence working across multiple departments and priorities
- A desire to improve processes rather than simply maintain them
Language
- English (required)
- Welsh (preferred)
Why Join Us?
At Healthcare Matters, you'll be joining a friendly, supportive, and ambitious team that genuinely values ideas, initiative, and continuous improvement.
We believe the best people want more than just a job. They want the opportunity to make a difference, improve the way things are done, and be part of a company that's moving forward.
Benefits
- Competitive salary
- Company pension
- Private medical insurance
- Private dental insurance
- Health & wellbeing programme
- Employee discounts
- Company events
- Free on-site parking
- Monday-Friday working (no weekends)
Additional Information
Schedule: Monday-Friday, 8:30am-5:00pm
Holidays: 20 days plus bank holidays
Location: Wrexham, LL11 0PB (must be able to reliably commute or relocate before starting)
Work Location: In person
Start Date: As soon as possible
Pay: Up to £30,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Private medical insurance
Work Location: In person
