Overview
Job Title: Operations Coordinator
Location: Worcester
Pay rate: Circa £37,000 per annum
Job Purpose:
The Operations Coordinator is responsible for ensuring the efficient planning and scheduling of works to optimise performance, resource utilisation, and service delivery. This role plays a critical part in collaborating with key stakeholders, driving continuous improvement, and supporting the development of ground staff through training initiatives.
Key Responsibilities
* Plan and Coordinate Works
o Develop and execute detailed service plans to ensure smooth operational workflows.
o Collaborate with the Operations team to ensure timely and efficient planning and management of services.
* Performance Optimisation
o Drive performance improvements through the development and implementation of optimised planning and scheduling strategies.
o Monitor and analyse key performance indicators to identify and address inefficiencies.
o Maintain oversight of day-to-day planning, focusing on vehicle performance, job completion rates, and revenue tracking, while contributing to overall departmental KPIs and success in conjunction with the operations team.
* Stakeholder Collaboration
o Build and maintain strong relationships with internal stakeholders, including the Operations Delivery and Sales teams. Act as a central point of communication to align priorities and expectations.
* Client Follow-Ups & Service Feedback
o Conduct thorough callbacks on the previous day's work to ensure client satisfaction, address any concerns, and capture service feedback for quality improvement. Follow on works must be created, scheduled in Salesforce.
* Work Review & Invoicing Accuracy
o Review completed jobs to ensure accuracy in time, materials, waste collected, and labour used, making necessary adjustments for precise invoicing. Update vehicle revenue.
* Resource Utilisation
o Monitor and enhance resource utilisation across the UK business to maximise productivity.
o Ensure the allocation of resources aligns with operational demands and business goals.
* Scheduling Integrity
o Ensure the end-to-end scheduling process is followed with precision and integrity.
o Maintain accurate records and documentation to support service delivery and reporting.
o Ensure Correct Equipment Availability: Additional equipment (e.g., CSE, TM, Hotwash, Hoover, Millers) must be checked and confirmed as operational
o Send Geopals: Geopals must be communicated and reviewed by operatives before job attendance. Geopals should be sent in advance unless in emergencies, where operatives can create emergency jobs and confirm accurate customer/job details.
* Operatives
o Acting as a point of contact for the operatives
o Review / Confirm Job Details: Before calling operatives and sending Geopal details, all jobs must be reviewed to ensure accuracy in job details, assigned operatives, necessary equipment, and supporting documents.
o Send Geopals: Geopals must be communicated and reviewed by operatives before job attendance. Geopals should be sent in advance unless in emergencies, where operatives can create emergency jobs and confirm accurate customer/job details.
o Timesheet Completion: All timesheets must be completed daily and must be cross referenced with the Web fleet.
o Daily Job Tracking / Operative Management: Operatives must be monitored throughout the day for job completion. If jobs are delayed, customers must be contacted early to reschedule, providing alternative times. It is essential to offer clear communication to customers. It is not acceptable to tell the customer that someone will be in touch with them and fail to follow up.
* Training and Development
o Collaborate with the Training & Development (T&D) team to support the upskilling of ground staff.
o Contribute to the creation and implementation of training programs to improve staff competency and efficiency.
Key Competencies
* Strong organisational and time-management skills.
* Excellent communication and relationship-building abilities.
* Proficiency in planning and scheduling tools/software.
* Analytical mindset with the ability to interpret and act on data insights.
* Ability to work collaboratively in a team-oriented environment.
* Commitment to continuous improvement and staff development.
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