Technical Escalation and Operations Coordinator

Appello; New Milton; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Appello is seeking a Technical Escalation and Operations Coordinator for a 3-month FTC. The successful candidate will manage team workloads, oversee escalations, and ensure adherence to SLAs while supporting continuous improvement efforts. This hybrid role offers competitive salary and various perks, including generous holiday and employee assistance programs.

Benefits

161 hours holiday per annum

Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more

24/7 employee assistance programme

Family and friends' discounts

Pension Scheme: up to 4% company matched

Free on-site parking

Qualifications

• 2-3 years in project coordination or operations management.
• Basic technical understanding to communicate effectively with the Technical Team.
• Proficiency in spreadsheets and reporting is advantageous.

Responsibilities

• Manage team workload and oversee daily operations.
• Oversee escalations and ensure prompt resolution.
• Track response times and monitor progress.

Skills

Project Coordination

Technical Understanding

Excel Proficiency

Job description

Technical Escalation and Operations Coordinator - 3 months FTC

Details

• Hours: 35 hours per week
• Shift pattern: Monday - Friday 09:00-17:00
• Salary: up to GBP30,000 per annum, dependent on experience
• Location: Hybrid - New Milton, UK (remote work within the UK only)
• Start Date: ASAP
• Internet Speed Requirements: 5 Mbps upload and 15 Mbps download

Appello Perks

• 161 hours holiday per annum
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
• 24/7 employee assistance programme via an accessible app
• Family and friends' discounts on services and products
• Pension Scheme: up to 4% company matched
• Free on-site parking

About You

• Experience: 2-3 years in project coordination or operations management
• Technical Knowledge: Basic technical understanding to communicate effectively with the Technical Team
• Project Management: Experience is advantageous but not essential
• Excel/Reporting: Proficiency in spreadsheets and reporting is advantageous

The Role

Responsible for scheduling technical team projects, providing performance reports, and supporting continuous improvement.

Main Responsibilities

1. Manage Team Workload: Assign tasks and oversee daily operations to meet workload demands.
2. Escalation Management: Oversee escalations, ensure prompt resolution, and communicate updates.
3. SLA Adherence: Track response times, monitor progress, and coordinate with team members to meet SLAs.
4. Project Coordination: Ensure technical projects stay on track by planning and scheduling in line with business priorities.
5. Reporting & Performance Analysis: Report on team performance, identify trends, and support strategic planning.
6. Process Improvement: Identify and implement process efficiencies.
7. Customer Communication: Communicate escalations clearly and provide timely updates and resolutions.

Application Process

If interested, please upload your CV and answer a few questions about yourself.

Additional Information

This is an exciting period of growth for the Appello group. We offer excellent career opportunities and are committed to equal opportunities for all applicants. For assistance during the recruitment process, please contact our Careers Team.