Technical Escalation and Operations Coordinator - 3 months FTC
Hours: 35 hours per week
Shift pattern: Monday - Friday 09:00-17:00
Salary: up to £28,000 per annum Dependant on experience
Location: Hybrid - New Milton
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date: ASAP
For this role, you need 5mbps upload and 15mbps download internet speed.
Appello Perks
* 161 hours holiday per annum (PRO RATA).
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an easily accessible app!
* Family and friends’ discounts on our services & products.
* Pension Scheme, up to 4% Company matched.
* Free on-site parking.
ABOUT YOU
THE ROLE
To ensure that escalations are resolved within agreed timeframes and customers are kept informed throughout the process. To maintain effective scheduling of technical team project time to meet business priorities. To provide regular performance reports and analysis to identify trends and support continuous improvement efforts.
Experience in a similar role involving project coordination or operations coordination.
Technical Knowledge: Basic technical understanding is preferred to ensure effective communication with the Technical Team.
Project Management: Experience in project management is an advantage but not essential.
Excel/Reporting: Experience and familiarity in using spreadsheets and reporting would be advantageous.
Main Responsibilities and Activities
* Manage Team Workload: Assign tasks and manage daily operations for the Technical Team, ensuring that team members are effectively allocated to meet workload demands.
* Escalation Management: Oversee escalations, ensuring all issues are triaged, resolved promptly, and customer updates are regularly communicated.
* SLA Adherence: Ensure that SLAs are consistently met by tracking response times, monitoring progress, and coordinating with team members.
* Project Coordination: Ensure that technical projects are on track by working with team members to plan and schedule project time in alignment with business priorities.
* Reporting & Performance Analysis: Regularly report to the Technical Lead on team performance, highlighting trends, identifying areas for improvement, and assisting with strategic planning.
* Process Improvement: Identify gaps or inefficiencies in current processes, working with the Technical Lead to implement necessary improvements.
* Customer Communication: Ensure all escalations are communicated clearly and consistently to relevant stakeholders, providing updates and resolutions in a timely manner.
READY TO APPLY
If you are interested in this role, please upload your CV and answer a few questions about yourself!
OTHER INFORMATION
This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age, or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
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