Operations Coordinator - Derby

SMS PLC; Ednaston; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading service delivery company seeks a Service Coordinator to manage planned maintenance for key customer accounts in Ednaston. The role involves scheduling works, liaising with supervisors, and maintaining customer communication throughout the service process. Key qualifications include excellent organizational and communication skills, alongside prior experience in customer service. The position offers a permanent contract with a salary range of £25,000 - £30,000, working 37.5 hours a week, and additional benefits such as private medical care and employee discounts.

Benefits

Private Medical Care

Enhanced Sick, Maternity & Paternity Leave

24/7 Employee Assistance Programme

Employee Discount Scheme

Core Values Champion Rewards

Company mobile phone provided

Qualifications

• Experience in customer service or a coordination role.
• Excellent communication and administration skills.
• Strong organisational and prioritisation abilities.

Responsibilities

• Schedule and coordinate PPM works in line with service KPIs.
• Liaise with Engineering Supervisor to plan customer jobs.
• Maintain accurate data and documentation in the system.

Skills

Customer Service Experience

Excellent communication skills

Strong organisational abilities

Proactive and solution-focused mindset

Excellent data entry skills

Job description

Role Overview

As a Service Coordinator, you'll be at the centre of our service delivery - ensuring that planned maintenance for key customer accounts is coordinated efficiently and to the highest standard. You'll be located in Ednaston, Derby, and will work in an office-based setting with a 37.5-hour work week (8am-4pm, Monday to Friday). Permanent position, salary range £25,000 - £30,000.

Responsibilities

• Schedule and coordinate PPM works in line with service KPIs.
• Liaise with the Engineering Supervisor to plan all customer jobs accurately.
• Keep customers informed throughout every stage of the service process.
• Process completed tasks, troubleshoot service issues, and help find practical solutions.
• Maintain accurate data and documentation in our system (Opuz).
• Support the Service Delivery Manager with reporting and contract information, coordinate scheduled PPM's for several key customer accounts in line with service delivery KPIs, and ensure all allocated customer's PPM/ Sub jobs works have been planned accordingly as per scheduling agreement.
• Contact all sites that require prior notice, and confirm the engineer's attendance date and time; update engineer's planner accordingly.
• Process tasks that have been completed by the engineers into the correct LOC.
• Troubleshoot problems arising with service deliveries and provide solutions or work-around.
• Deal with ad-hoc customer enquiries.
• Work with internal staff to ensure a professional and efficient delivery of the Service.
• Liaise with customers, keeping them constantly updated during all stages of the service delivery.
• Raise relevant paperwork and maintain up to date information on the department's computer system Opuz.
• Ensure that client process guides are updated regularly for all assigned contracts.
• Collate data as requested by the Service Delivery Manager.

Desired Attributes

You bring structure, empathy, and attention to detail – the kind of person who can stay calm under pressure while keeping customers and colleagues informed.

Qualifications & Experience

• Previous experience in customer service or a coordination role.
• Excellent communication and administration skills.
• Strong organisational and prioritisation abilities.
• A proactive, solution-focused mindset.
• Excellent communication skills with the ability to deal with internal and external customers.
• Excellent data entry and administration skills.
• Organisation, planning and prioritisation skills.
• Customer Service Experience.
• If you're ready to join a team where your organisation and communication skills make a real difference, we'd love to hear from you.

Training & Development

You'll have structured training through our City & Guilds Affiliated Programme, a clear pathway for development, and recognition for your contribution through our quarterly Core Values Champion awards.

Benefits

• Private Medical Care or an Alternative Cash Plan (after two years' service)
• Enhanced Sick, Maternity & Paternity Leave
• 24/7 Employee Assistance Programme
• Employee Discount Scheme – save up to £240 per month on food and groceries
• Core Values Champion Rewards – peer-nominated recognition with vouchers every quarter
• Annual Development & Review Process
• Company mobile phone provided

Working Hours & Holiday

37.5-hour working week (8am-4pm, Monday to Friday), 22 days' holiday plus bank holidays, and an extra day for your birthday after two years.

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