Summary
Are you a detail-oriented, customer-focused professional with a passion for keeping things running smoothly behind the scenes? Pulham & Sons (Coaches) Ltd is seeking a proactive and organised Operations Assistant to support the day-to-day coordination of our transport services. From managing bookings and customer queries to preparing tour schedules and supporting drivers, this is a varied and rewarding role at the heart of our operations. If you thrive in a fast-paced environment, enjoy problem-solving, and love being part of a collaborative team, we'd love to hear from you
Main Responsibilities
* Respond to general telephone queries from customers and other stakeholders
* Oversee the company's email mailboxes to address all correspondence promptly
* Manage quotations and bookings, including entering, following up, confirming and liaising with the Finance Team for invoicing purposes
* Provide timely quotations and pricing for day hires and tours and update relevant portals
* Coordinate with drivers, prepare work tickets and ensure all details (hotels, parking, maps etc) are complete
* Perform driving licence, digital tachograph cards and CPC card checks as required
* Maintain the tour schedule, arrange bookings (ferries, parking, driver accommodation etc), upload documents and ensure European tours include all legal requirements and necessary paperwork
* Assist with checking tour itineraries comply with driver's legal working and driving hours, liaising with clients to make necessary amendments
* Monitor and update school transport and service routes in Coach Manager, keeping timetables and contracts current
* Log and process lost property
* Send out driver details for all tours and rail work and any private hires taking place outside of open office hours
* Log and address complaints, provide feedback to clients or escalate to the Operations Manager
* Communicate with customers and other departments and provide support to customers in person, via phone and email
* Preparing reports, spreadsheets, briefing notes, and correspondence materials
* Post regularly on the company's internal communication platform (Blink) with need-to-know information, recognition posts etc
* Support project management tasks
* Attend and contribute to company meetings
* Identify operational challenges and collaborate with management and other departments to overcome them
* Other general administrative duties in support of the Operations Team
General Responsibilities
* Assist with handling any emergency which may arise, including following procedures in the event of fire
* Carry out duties safely and in accordance with all company policies & procedures and to comply with Company Health & Safety Policy and Risk Assessments
* To generally promote the company and uphold the company's reputation, enhancing the company's image through appearance and behaviour
* To perform any other duties as may be required by the Operations Manager or Directors within the context of the post
Health & Safety Responsibilities
* Be aware of, and comply with, all Company Health & Safety policies and procedures
* Set an example by carrying out duties in a safe manner without putting oneself or others at risk
Essential Requirements
* Previous administration experience
* Previous customer service experience
* Experience with tasks such as data entry
* Proficiency in Microsoft Office applications, including Word, Excel and Outlook
* Excellent communication skills
* GCSE's (or equivalent) in English and Maths
Ideal requirements
* Certification in office administration
Personal Skills & Attributes
* A highly organised individual with a proactive and positive attitude to work
* Able to prioritise key tasks with excellent time management skills
* Ability to work independently and unsupervised at times
* A willingness to learn and work flexibly to the needs to the operations environment
* An enthusiastic, conscientious and hardworking team player
* Excellent verbal and written communication skills
* Able to remain calm under pressure
Hours of work
* 40 hours per week, on a Monday to Friday pattern as the norm
Job Types: Full-time, Permanent
Pay: £26,500.00 per year
Language:
* English (preferred)
Work Location: In person