Helpdesk Operations Coordinator - Maternity Cover
Location: Reading (parking on site)
Contract: 13-month fixed term
Start Date: October 2025
Salary: Up to £37,000 per annum
Are you highly organised, detail-oriented, and passionate about delivering excellent customer service? An exciting opportunity has arisen within the automotive industry for a Helpdesk Operations Coordinator to join the team on a maternity cover contract.
This role is key to ensuring smooth, efficient, and high-quality service performance across helpdesk operations.
What you’ll be doing:
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Managing incoming customer calls and support tickets, ensuring issues are resolved in line with service standards.
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Developing and maintaining reports and dashboards to track performance metrics.
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Overseeing telephony systems and call routing to support operational needs.
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Monitoring performance against SLAs, conducting analysis, and driving improvements.
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Investigating and documenting root causes of SLA breaches.
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Scheduling and coordinating resources to meet service delivery requirements.
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Escalating operational issues when required.
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Providing administrative support including documentation, system updates, and coordination tasks.
What we’re looking for:
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Proven experience in a helpdesk or customer service environment.
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Strong knowledge of service management principles and SLA frameworks.
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Familiarity with telephony systems and call centre technologies.
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Confident user of Microsoft Office (Outlook, Teams, Excel, Word, Planner).
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Excellent organisational skills with the ability to prioritise effectively.
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Strong analytical and problem-solving skills.
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Clear and effective communication, both written and verbal.
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A proactive team player who can also work independently in a fast-paced environment.