Operations Assistant

Job Title

Operations Assistant

Reports To

General Manager

Purpose of the Role

The Operations Assistant is responsible for the day-to-day coordination of engineers and the efficient delivery of service, maintenance and installation works. The role requires strong organisational skills, attention to detail and the ability to manage multiple priorities while delivering a high standard of customer service.

Key Responsibilities

• Accurately log all service, maintenance, installation, repair and call-out requests onto the company’s job management system, ensuring all customer information, job details, site requirements and supporting documentation are recorded correctly.
• Plan, coordinate and schedule engineers for reactive callouts, planned preventative maintenance (PPM), installations, repairs and remedial works, ensuring resources are utilised effectively and customer response times are achieved.
• Act as the main point of contact for customers, arranging appointments, site inductions, confirming attendance dates, providing progress updates and responding promptly to operational enquiries. Build and maintain strong working relationships.
• Process engineers’ service reports and completion paperwork, ensuring all documentation is complete, accurate and returned within agreed timescales before progressing jobs for quotation, invoicing or closure.
• Coordinate AccessNI applications, security clearances and any other customer-specific vetting or compliance requirements to ensure engineers are authorised to attend customer sites.
• Ensure engineers have the necessary permits, access arrangements, site information, RAMS, permits to work and supporting documentation before attending site.
• Coordinate subcontractors where required, ensuring work is scheduled, monitored and completed to the required standard while maintaining communication with customers.
• Monitor all outstanding jobs daily, proactively chasing engineers, customers and suppliers where necessary to ensure work progresses efficiently and jobs are completed and closed within agreed timescales.
• Maintain accurate and up-to-date records within the company’s job management system, ensuring all customer information, job statuses, documentation and communications are recorded.
• Ensure company procedures, quality standards and health and safety requirements are followed in all aspects of the role, escalating any issues or concerns to the General Manager.

Skills & Experience

Essential

• Previous experience in an Operations Coordinator, Service Coordinator, M&E Helpdesk or similar role.
• Experience coordinating field-based engineers.
• Strong organisational and planning skills.
• Excellent communication and customer service skills.
• Ability to prioritise workloads and work under pressure.
• High level of accuracy and attention to detail.
• Good working knowledge of Microsoft Office.
• Experience using job management or scheduling software.

Desirable

• Experience within the industrial door, automatic door, security or engineering sector.
• Knowledge of planned preventative maintenance (PPM) and reactive maintenance.
• Experience arranging site inductions, contractor compliance and engineer accreditations.

Personal Attributes

• Organised and proactive.
• Reliable and dependable.
• Professional and customer focused.
• Able to work on own initiative.
• Strong problem-solving skills.
• A team player with a flexible approach.

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