Operations Coordinator Customer Service Focus (Hayes)
About the Role
We are looking for a proactive and customer-focused Operations Coordinator to play a key role in delivering outstanding service from our Hayes depot.
This is a fast-paced, hands-on operations role where you will be at the heart of the customer experiencecoordinating service delivery, supporting drivers, managing data, and ensuring we consistently exceed customer expectations. Youll work closely with both internal teams and customers, using insight and initiative to keep our operation running smoothly.
What Youll Be Doing
1. Coordinate daily service routes to ensure efficient delivery and exceptional customer service
2. Brief and debrief drivers, ensuring clear communication and a strong focus on customer outcomes
3. Act as the central point of contact between drivers, managers, and customers
4. Manage and resolve customer queries and complaints quickly, professionally, and effectively
5. Use Salesforce CRM to accurately capture, update and manage customer and operational data
6. Analyse service data using spreadsheets (Excel) to identify trends, risks, and opportunities for improvement
7. Monitor service performance against KPIs and take proactive action to maintain high standards
8. Ensure all route activity, attendance, and service updates are recorded in real t...