Senior Operations Service Coordinator

We are looking for an experienced operational and customer services professional to join us as our new Senior Operations Service Coordinator at Shield Safety. This is an exciting role with a real opportunity to drive change and make a huge impact, helping us to ensure customer service excellence and exceed client expectations. The role has responsibility for supporting the scheduling and delivery of Audit, Fire Safety, Training and other related services.

In addition, the role oversees the scheduling of our Subcontract teams and manages the services that they provide to clients. This role is part of the Operations team reporting into the Operations Manager.

The Company

Shield Safety is the UK’s leading provider of Food Safety, Fire Safety and Health & Safety software and services. We work with some of the biggest brands in the hospitality and retail sectors including Tesco, Revolution Bars, Interstate Hotel Group, YO! Sushi, Malmaison and Wilko Retail Ltd. For 20 years, Shield Safety have been working with some of the largest and most respected businesses in the UK, making safety simpler and more effective for them. We work with businesses of all shapes and sizes, from single-site food businesses to fast-growing chains and national household names, and our customer retention rate of 95% speaks for itself.

In using our software and services, businesses can say goodbye to the mountains of paperwork and tedious processes. We have developed super smart software that takes risk management to the next level, instantly giving up-to-date information and making reporting the overall safety status a doddle, and we are trusted to protect thousands of leading companies each year.

Roles & Responsibilities

• Support the Operations Manager, Head of Audit, Head of Fire Safety and other internal stakeholders with service delivery and utilisation
• Management of team allocation, ensuring Audits, Fire Risk Assessment (FRA), Safety Support Visits (SSVs) and training services are allocated, and both booked and delivered
• Oversee the management of team availability and service overallocation (redistribution of work to ensure the schedule is maintained)
• Oversee the management of service allocation, including supporting the Operational Managers with the redistribution of audits, FRA, SSVs, and training following auditor absence(s)
• Ensure that clients expectations are met (e.g. ensuring that Auditors have the appropriate level of competence required, ensuring that audits are carried out within the agreed delivery window etc.)
• Ensure that customer communication and contact is in-line with key operational processes and policies
• Identify utilisation and efficiency improvements
• Ensure financial targets and other performance measures are achieved
• Management of the diaries process, ensuring that diaries are processed and delivered on time and in full
• Assist with the delivery of project co-ordination
• Ensure ad-hoc admin work is completed on-time and with accuracy
• Monitor the performance and workload of the team to ensure work is completed to a high standard

Skills & Experience

• Experience dealing with customers and a true customer focus
• Strong operational and coordination skills
• Process driven with excellent organisational skills
• Computer literate (the successful candidate with receive full training on the use of our software and processes)

What We Offer

Continued training and development is key for all members of our team. A tailored training and induction plan is developed for each new starter to help them get up to speed on everything they need to know. For those who like variety, there will be many opportunities to get involved in various projects across departments, and we fully support regular CPD in order to help everyone reach their full potential.

At Shield Safety, we have worked closely as a team to develop an enhanced benefits package that benefits everyone. All of our colleagues benefit from flexible working hours, birthdays off, remote working options for those who are office-based and we also offer a generous holiday allowance so you can make the most out of your time off. As well as all this, we also provide an enhanced pension scheme, enhanced maternity & paternity leave, health cash plan, financial support and much more to support the health and overall wellbeing of our colleagues.

We are a social bunch and our Social Committee organise regular events and get-togethers to encourage friendships, meet new people and have fun together (both in-person and remotely depending on each person’s circumstances).

Our offices are in the heart of Manchester’s Northern Quarter surrounded by bars, restaurants and music venues. Public transport of all kinds is just a short walk away and close-by there’s plenty of affordable parking. Our culture is passionate, collaborative and diverse and we enjoy working in a relaxed, dress-down environment where dogs are more than welcome.

Equality, Diversity and Inclusion

At Shield Safety we are proud to have a diverse workforce, and we are committed to ensuring equality and inclusion at all levels within the business. It is imperative that we have a mix of talents, skills and experience within our teams and actively encourage diversity in order to meet these requirements. We value the diversified opinions when we make key decisions, generate new ideas or come up with solutions to challenges. We know that this is the best way to support our clients, and we feel that our workplace should mirror the demographic make-up of the population and of our client base.

As the company continues to grow and expand, we welcome applications from everyone interested in joining our team, including applicants within underrepresented groups. Our recruitment process is being continually refined and evolved to ensure that all applicants are screened fairly and without discrimination.

Job Types: Full-time, Permanent

Salary: £24,000.00-£28,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Health & wellbeing programme
• Referral programme
• Sick pay
• Store discount
• Work from home

Schedule:

• Flexitime
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Manchester: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor's (preferred)

Experience:

• customer service: 1 year (preferred)
• operations management: 1 year (preferred)
• scheduling: 1 year (preferred)

Work Location: Hybrid remote in Manchester