Job Title: Operations Coordinator/Administrator
Hours: 16 hours per week
We are looking for a strong Administrator to join on a part time, temporary basis.
Role
As an Administrator/Co-ordiniatior, your role will be focused on 2 key aspects:
Inbound and outbound communications
Managing the communication with policyholders and customers of HDD across a range of channels, both internally and externally. You will be responsible for responding to inbound customer contacts as well as proactively contacting customers in line with business rules
Data Validation
Scrutinising the accuracy of data from telematics devices, you will be required to analyse and action data validation checks generated by our system, diagnosing and resolving any device or data issues, as well as working with both internal & external parties to resolve or investigate any issues or queries.
Core responsibilities will include:
Inbound and Outbound Communication responsibilities:
* Respond to customer inbound communications in line with SLAs across a range of channels such as; email, web-chat, social media and voice
* Proactively contact customers in line with SLAs across a range of channels for the purposes of device installation / return chase, driver feedback / intervention
Data Validation responsibilities:
* Complete daily system driven data validation reports within agreed SLAs
* Identify, investigate and resolve issues relating to data validation
General responsibilities:
* Act as point of contact for day-to-day questions from external/internal teams
* Contribute to the continuous improvement and efficiency of all Operational processes
* Provide testing support for projects as necessary
* Building and maintaining a broad knowledge of all operational processes & telematic devices
Key performance indicators:
Below are key performance indicators expected for this role:
* Ensuring that all daily operational tasks are completed within the given SLA times
* Demonstrate the ability to build a strong relationship with the suppliers and HDD customers
* Display a strong knowledge in the data, processes and products when discussing with both internal and external parties
* Show good analytical and critical thinking skills to help identify, improve, or resolve any issues and changes identified
Skills & Experience required:
As a Telematics Operations Co-ordinator you will need to be:
* A fast learner able to work in a fast-paced organisation and be self-motivating
* Able to demonstrate analytical skills and possess strong data entry skills
* Experienced in Microsoft Word, Powerpoint, Outlook and Excel
* Demonstrate skills of flexibility, being able to manage multiple tasks at times
* Partially experienced in organising & leading meetings, as well as managing actions and liaising with internal & external parties