Overview
Helpdesk Operations Coordinator - Maternity Cover — 13-month fixed term contract in the automotive industry. Start date: October 2025. Salary: Up to £37,000 per annum. This role is key to ensuring smooth, efficient, and high-quality service performance across helpdesk operations.
What you’ll be doing
* Managing incoming customer calls and support tickets, ensuring issues are resolved in line with service standards.
* Developing and maintaining reports and dashboards to track performance metrics.
* Overseeing telephony systems and call routing to support operational needs.
* Monitoring performance against SLAs, conducting analysis, and driving improvements.
* Investigating and documenting root causes of SLA breaches.
* Scheduling and coordinating resources to meet service delivery requirements.
* Escalating operational issues when required.
* Providing administrative support including documentation, system updates, and coordination tasks.
What we’re looking for
* Proven experience in a helpdesk or customer service environment.
* Strong knowledge of service management principles and SLA frameworks.
* Familiarity with telephony systems and call centre technologies.
* Confident user of Microsoft Office (Outlook, Teams, Excel, Word, Planner).
* Excellent organisational skills with the ability to prioritise effectively.
* Strong analytical and problem-solving skills.
* Clear and effective communication, both written and verbal.
* A proactive team player who can also work independently in a fast-paced environment.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service and Information Technology
Industries
* Automation Machinery Manufacturing
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